It is true that customers often remember terrible experiences they have had with retail employees. However, the same can be said of excellent customer service experiences. To ensure a positive shopping journey and repeat consumers, retail employees will want to get off on the right foot with customers. And this can be done with a genuine greeting.
Greetings are a simple yet effective strategy for customer retention because it makes the shopper feel welcome and valued. To improve your interactions with consumers, it is vital to learn how to greet customers in retail. Keep reading to discover strategies you can implement in your daily interactions with shoppers.
We’ve all experienced entering a retail store and having to search for an employee to help us locate an item. More likely than not, hunting down staff members has led to a dissatisfied shopping experience or even a lack of interest in returning to the store.
A 2018 study surveyed consumers to measure customer loyalty based on the service they received from a retailer. 66% of surveyed consumers stated that customer service was essential to them when choosing a brand. In 2020, another survey found that 60% of shoppers continued to do business with retailers because they received good customer service.
To that end, greetings can be the first step in developing a long-term relationship with your consumers. The better the shopping experience, the more likely the consumer will return as a loyal customer.
Even if the customer doesn’t purchase anything, it is still important to ensure the browsing experience is positive. Greeting customers and providing personalized attention can encourage shoppers to return and make a purchase or recommend a friend.
Different types of consumers have distinct buying behaviors. Therefore, it is useful to have varying customer greeting strategies in your arsenal to ensure you enhance the shopping experience for a wide variety of consumers. Here are some tips you can incorporate:
First impressions are often formed before even engaging in a conversation with someone, which is why it is important to maintain a professional appearance. According to Inc., 90% of surveyed individuals believe that appearance affects client perceptions and company image.
Therefore, even before your interaction begins with the consumer, it is crucial to start off on the right foot by dressing professionally. This is especially true if you are in a client-facing role where you will be making the first impression on behalf of the retailer.
Although a simple greeting is a good way to acknowledge the customer, it is better to introduce yourself. This allows you to establish a dialogue with the shopper as the interaction becomes more casual and less sales-oriented.
Additionally, introducing yourself is more inviting as it can encourage the consumer to seek out your assistance personally.
Introducing yourself is an excellent start to creating rapport with the customer. However, asking them questions to understand their needs allows you to offer tailored customer service.
Ask open-ended questions to gather more information about the customer’s intention, buying behavior, and preferences. As a result, you can offer better suggestions and products.
For instance, rather than asking, “Can I help you?” consider the following questions:
Rather than following a script on how to greet customers in retail, personalize your interactions based on the shopper’s responses and preferences. If the consumer engages with your open-ended question, provide assistance and suggestions immediately. Other shoppers may need to browse, at which time you should give them space but indicate that you are available for future questions.
This indicates to the shopper that you are not simply greeting them to make a sale. Rather, you are genuinely interested in providing top-notch customer service and helping them find what they’re looking for.
You should make shoppers feel comfortable when they enter the store, rather than pressured to make a purchase. This shifts your relationship with the consumer from strictly sales-oriented to one that is more informal and casual.
By engaging in conversation, you can break the ice and build trust with the client. In turn, when you do attempt to upsell a product or service, the consumer may be more receptive and likely to purchase.
Consider some of these conversation starters:
Your questions should be engaging to encourage the shopper to elaborate. You’ll want to avoid questions that require a “yes” or “no” answer. Also, make sure you participate in the conversation by asking relevant follow-up questions or offering your opinions.
Although greetings are the first step in providing a positive customer journey, you shouldn’t stop there. There are many ways to go the extra mile to ensure your retail store and customer service stand out from the competition.
Instead of pointing the customer in the direction of the item they are looking for, walk them over and explain some of the benefits. If you have used the product or service, provide the shopper with your personal experience and the perks.
If you are out of stock, offer to special order the product and deliver it to your client’s home. On the other hand, if the customer is in a rush, check the available inventory at other stores to arrange a pickup.
Lastly, your retail store may benefit from using point-of-sale financing solution, especially for expensive products or services. For instance, some consumers may not have the entire sum to cover a new washer or dryer. Nevertheless, they may be in a rush to obtain one. Instead of turning them away, you can offer them customer financing options that allow them to pay in installments but still get the appliances immediately.
By going above and beyond to help your clients get what they need, you’ll improve the customer experience and ensure they return.
Feel free to use some of the following greetings as you get started. Once you get the hang of things, you can improvise your own.
