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Digg it UP - Customer Service In Retail Stores-Are Your Customers Afraid To Do Business With You?
Jack, downsized from his last job, was frozen in a place called Apathy. Had been for months now. Knew he had to get moving, had to find a job, but … just couldn’t seem to get his act together. Oh, he’d tried … a little. But his lack of immediate success just made him that much more apathetic.Listless, almost indifferent, he dithered, wasting time on unrelated tasks. Found excuses not to move forward. Procrastina
Consider another example, regarding furniture this time. A couple of customers buy a new living-room set, but when their friends see it, they say, “It’s nice, but the style’s kind of young for you two, isn’t it?” The couple might not feel so enthusiastic about their purchase after hearing a remark like that unless they
The commonly held view that the customer comes first is worth a close look. Think about the last time you received less than satisfactory customer service. What caused it? Probably an employee! Either directly, bad manners and a "don't care" attitude, or by not addressing your needs - "sorry, I can't handle that order, you'll have to call another number".While most of our focus is rightly on customer needs, it may be useful to firs
Customers can be reluctant to do business with you for various reasons: fear of the unknown or of being cheated, concern about other people’s approval, and uncertainty about your competence as a sales professional. If you are aware of their concerns, then you can react accordingly to reassure them.
Fear of the unknown
The first uncertainty new customers experience is the fear of doing business with an unknown company. They wonder who the company is exactly, whether its sales personnel is competent and honest, without being pushy, and whether its merchandise is of good quality. They have so many reasons to hesitate before even entering the store.
Need for approval
Customers are also concerned about meeting with disapproval because of their purchases. Imagine a female customer, for example, who comes into your health-food store complaining of fatigue and low energy levels. After consulting with you, she buys $100 worth of naturopathic remedies. Satisfied with her purchases, she nonetheless worries about what her husband will say when she comes home with all these products. She could meet with a negative reaction along the lines of “Why did you buy all this stuff? We have a healthy diet already, full of fruit, vegetables, and fibre. What else do you need?”
Consider another example, regarding furniture this time. A couple of customers buy a new living-room set, but when their friends see it, they say, “It’s nice, but the style’s kind of young for you two, isn’t it?” The couple might not feel so enthusiastic about their purchase after hearing a remark like that unless they
How can management motivate people to listen? By making sure they will benefit from what is said!A manager during change is like a sea captain, they need to get their ship together.Change is not the problem; resistance to change is the problem.The Gallup Institute study of eighty thousand managers and over a million employees’ shows how dramatically employee opinion can affect productivity. And whil
Fear of the unknown
The first uncertainty new customers experience is the fear of doing business with an unknown company. They wonder who the company is exactly, whether its sales personnel is competent and honest, without being pushy, and whether its merchandise is of good quality. They have so many reasons to hesitate before even entering the store.
Need for approval
Customers are also concerned about meeting with disapproval because of their purchases. Imagine a female customer, for example, who comes into your health-food store complaining of fatigue and low energy levels. After consulting with you, she buys $100 worth of naturopathic remedies. Satisfied with her purchases, she nonetheless worries about what her husband will say when she comes home with all these products. She could meet with a negative reaction along the lines of “Why did you buy all this stuff? We have a healthy diet already, full of fruit, vegetables, and fibre. What else do you need?”
Consider another example, regarding furniture this time. A couple of customers buy a new living-room set, but when their friends see it, they say, “It’s nice, but the style’s kind of young for you two, isn’t it?” The couple might not feel so enthusiastic about their purchase after hearing a remark like that unless they
I recently received a phone call from a very enthusiastic, if not perky, flight attendant who has been working in the commercial sector for several years. I could tell that the airliner end of flying was no longer for her; I also heard a certain excitement in her voice as she imagined herself flying within business aviation. Truthfully, it is this type of conversation that inspires me to promote our industry as I believe it is one of the
Need for approval
Customers are also concerned about meeting with disapproval because of their purchases. Imagine a female customer, for example, who comes into your health-food store complaining of fatigue and low energy levels. After consulting with you, she buys $100 worth of naturopathic remedies. Satisfied with her purchases, she nonetheless worries about what her husband will say when she comes home with all these products. She could meet with a negative reaction along the lines of “Why did you buy all this stuff? We have a healthy diet already, full of fruit, vegetables, and fibre. What else do you need?”
Consider another example, regarding furniture this time. A couple of customers buy a new living-room set, but when their friends see it, they say, “It’s nice, but the style’s kind of young for you two, isn’t it?” The couple might not feel so enthusiastic about their purchase after hearing a remark like that unless they
Are you looking for quality card printing at a cheap price for your personal or business needs? Are you unsure of who to order from or what company will be a dependable source of printing supplies?Card printing is offered by literally hundreds and hundreds of small card printing specialists from all over the world that can provide you with a wide range of beautiful and form fitting card printing items that will have your needs met
Consider another example, regarding furniture this time. A couple of customers buy a new living-room set, but when their friends see it, they say, “It’s nice, but the style’s kind of young for you two, isn’t it?” The couple might not feel so enthusiastic about their purchase after hearing a remark like that unless they
Without other people, you can’t make sales, you don’t have affiliates, you don’t have JVs, you don’t have collaboration. That means you painstakingly have to do everything yourself and you only ever have a very small percentage of the reach you could have.Earlier today I was re-reading Mike Filsaime’s Butterfly Marketing Manuscript. I’m not a fan of all of his work but he certainly was able to propel himself to the top of the gur
Consider another example, regarding furniture this time. A couple of customers buy a new living-room set, but when their friends see it, they say, “It’s nice, but the style’s kind of young for you two, isn’t it?” The couple might not feel so enthusiastic about their purchase after hearing a remark like that unless they are convinced that it is exactly what they need and want.
These examples show us the importance of fully answering our customers’ needs and of making them feel good about their choices.
Fear of being cheated
Customers don’t want to end up feeling shortchanged with products they won’t use or with low-quality merchandise. They hesitate before handing over their hard-earned wages to a salesperson, so you have to reassure them by suggesting items that meets their needs and by showing them the quality of your merchandise. Sometimes it will also be helpful to talk to them about your satisfaction guarantee.
Uncertainty about your competence
Have you ever asked a salesperson a question about a product only to see this supposed expert read the label right in front of you? It is not a very reassuring sales technique, to say the least!
When customers come into your store and ask for advice, they want to deal with a person who knows the merchandise. You have a key role to play as an adviser to your customers, so it is important for you to know your products well. If you do, and if you have a good general knowledge of the range of similar items, then you will win the confidence - and the business - of your customers.
How to reassure your customers
Customer
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