Whether you work in a shop or on the market: you still want to earn something and so you have to sell. This is simple with food and other basic necessities, people simply need it and buy it anyway. This is different for all other (luxury) items. Especially now that people prefer to keep their money in their pockets, you will have to convince your customers to let them buy. With the 8 tips below you will see that you sell more!
Be friendly and polite
This seems very simple, but the reality is different. How often do the staff chat with each other without (wanting to) see the customer? You must greet every customer who comes in politely. The customer knows that he/she has been seen and that they can therefore ask for attention if necessary. Always speak to the customer politely, even if he or she is difficult and perhaps even unfriendly. Also greet if the customer leaves the store without purchasing. Of course, you also do this with customers who have purchased something.
Don’t push yourself
The customer looks around the store to see if there is anything there that he/she is interested in. It is absolutely not necessary to tell what else you have, the customer will see that themselves. Don’t start telling everything about the product that the customer is currently looking at. Do not ask the customer questions: ‘what are you looking for?’, ‘can I help you?’, would you like to see the other colours/sizes/types?’, etc. Then the customer is obliged to answer. It is better to keep it open: ‘if you need help/have questions, just say so!’. Or: ‘If you want to try something on/try it out, you can always do that!’. With such sentences the customer knows that he/she can always come to you; but that this is certainly not necessary if they do not have the need.
Don’t look at the customer
There’s nothing worse than being chased around a store by staff just checking to make sure you don’t steal anything. This gives most customers an unpleasant feeling and many customers will leave the store early because they feel they have been treated incorrectly. It is very simple: only a very small percentage of customers are intent on theft. The majority of your customers just want to look and possibly buy. Of course you have to keep a close eye on it, but do this from a distance and discreetly so that the customer does not get an unpleasant feeling.
Of course you want to sell as much as possible. But keep it honest! Don’t tell anyone how beautiful that dress looks when it is actually not made for the shape of the woman’s body at all. In such a case you better be honest. Do this tactically, there is no point in insulting people. Ask if you can help select another model that suits her better. And be honest again: keep it in approximately the same price range as the dress you previously selected! If you show up with a dress that is three times as expensive, the customer may not buy anything because it may be over budget. There is also a chance that your credibility will be doubted if you do so. Also to questions such as: ‘is this real silver?’ you must answer honestly. It is even forbidden to say that it is real silver; while that is not the case! You also don’t want people to come back later angry because they had an allergic reaction to a necklace you sold that you said was real silver.
Know what you’re selling
Of course you know what you are selling. But do you know what it is made of? That if the customer asks what fabric/type of wood/type of stone/etc a product is made of, you can simply give a good answer? If you don’t know, it is useful to ask colleagues, the supplier or your boss. Of course you don’t need to know it down to the smallest detail; but it works better and is customer-friendly if you don’t always have to answer: ‘I don’t know’. The above example of silver also applies here. These are things you really need to know if you sell such jewelry!
Provide advice when purchasing
Once the customer has decided to buy something, you naturally want them to come back again. If the customer is satisfied, he/she may well do that. To ensure that a customer who has purchased something is satisfied with his/her purchase for longer, you can provide some maintenance tips during checkout or packing. For example, at what temperature they can best wash their clothes, which product is best to use to clean the woodwork, that it should absolutely not get wet, etc. This provides an extra service and ensures that the product lasts longer; Provided the customer follows your advice of course! In any case, you can’t blame yourself: you gave your advice!
Turn a dissatisfied customer into a satisfied customer
It can of course always happen that a customer returns with a product that is broken, does not function or is otherwise defective. Of course you’re upset about that, but don’t let it show! Let the customer tell the story first and don’t argue about it. The customer has simply experienced it that way and will not change his or her opinion through a discussion. Make excuses and look for a suitable solution. That solution is of course completely dependent on the type of product, whether you still have it and whether the customer still wants it. Don’t be too fussy about the purchase date on the receipt. If it says ‘exchange within 14 days’ and the product breaks after 20 days, you cannot stand your ground. If a product breaks so quickly, it means that something went wrong somewhere. And in such a case, a customer still wants a guarantee: after all, the product has been paid for! And since you want the customer to be satisfied and come back, it is wise to find a solution. Of course there are exceptions: if you see that the product has all kinds of dents/scratches/cracks, you can assume that the customer has handled it very roughly. Then explain neatly to the customer what you think and then hear what the customer has to say. Maybe it was an accident? Of course, you do not have to give the full guarantee, but you may be able to accommodate the customer in another way so that the customer still goes home with a satisfied feeling.
Regular customers are actually always satisfied customers: otherwise they won’t keep coming back! Get to know the faces of your customers so you know who comes back regularly. You can deal differently with your regular customers. You can ask questions to these people: ‘how did your friend think of the dress you bought last time?’, ‘was your mother happy with the gift for her?’, ‘does the statue look nice in the house?’, etc. With such questions you indicate that you recognize your customers and that they are not just a number. Most people like that thought: they often consider it a compliment!