Regardless if you call it ecommerce customer service, customer support, customer experience, good marketing customs, or only doing the best thing, in retail you are just as effective as your last client interaction. The best way to interact with your retail customers is dependent on several factors including shop policy, merchandising applications, ad programs and more. However, in the end, it boils down to how you or your sales representatives interact with clients on the floor.
The next time you are on a retail sales floor, spend a little time around and listen to the terminologies and languages your team members are using with clients. You may be surprised to discover that staff members are using phrases that are off-putting.
Let's have a look at some risky phrases and other possibilities that will result in an enhanced and healthier customer service.
I DON’T KNOW. Clients do not expect retailers to know everything, but with regards to answering a product query or other query for that matter, they do expect the sales assistant to be capable of providing an answer or at least are able to find an answer for them.
Better Alternative: “That's a great question. Let me find out for you.”
ALL SALES ARE FINAL. Your shops' policy may not permit returns on clearance merchandise or other products. It’s alright to let clients be aware of this, however, it is a necessity for retailers to be adaptable or flexible and permit a return or exchange which contradicts company policy if it means keeping a client.
Better Option: “Let us know if you're not satisfied with our product and we'll make it right.”
CALM DOWN. If a client has reached their peak and is really fuming, allow the client to blow off steam. As soon as they have gotten it out of their system, they will be more receptive to your recommended remedy.
Better Alternative: “I apologize.”
WE ARE CLOSED. Towards the end of the day, the last thing an employee with the closing shift wants to do is permit a customer inside after closing hours. Before dismissing a potential sale, take into account that whilst the customer might not know the operating hours of the shop, they actually DO want to spend money.
Better Alternative: “We close at this time and reopen at this time. Is there something I can immediately help you with?”
I CANNOT DO THAT. This is merely a different way of saying “No” and that's the very last sentence your client desires to hear. The key to getting rid of this sentence is to empower employees to make decisions, train them to resolve problems or to instruct them to raise or to bring problems they can't resolve to a supervisor.
Better Alternative: “I think the very best solution is…”
THAT IS NOT MY DEPARTMENT. You can have team members assigned to various departments or roles within your retail shop and a team member might not carry the proficiency or knowledge to help a certain client, nonetheless, your client doesn't care. They simply want to get what they really need. Cross train team members whenever possible and instruct them to assist clients by bringing them to the individual that they need to get this help they want.
Better Alternative: “Let's go find the right individual to assist you!”
CALM DOWN. If a client has reached their peak and is really fuming, allow the client to blow off steam. As soon as they have gotten it out of their system, they will be more receptive to your recommended remedy.
Better Alternative: “I apologize.”
WE ARE CLOSED. Towards the end of the day, the last thing an employee with the closing shift wants to do is permit a customer inside after closing hours. Before dismissing a potential sale, take into account that whilst the customer might not know the operating hours of the shop, they actually DO want to spend money.
Better Alternative: “We close at this time and reopen at this time. Is there something I can immediately help you with?”
I CANNOT DO THAT. This is merely a different way of saying “No” and that's the very last sentence your client desires to hear. The key to getting rid of this sentence is to empower employees to make decisions, train them to resolve problems or to instruct them to raise or to bring problems they can't resolve to a supervisor.
Better Alternative: “I think the very best solution is…”
THAT IS NOT MY DEPARTMENT. You can have team members assigned to various departments or roles within your retail shop and a team member might not carry the proficiency or knowledge to help a certain client, nonetheless, your client doesn't care. They simply want to get what they really need. Cross train team members whenever possible and instruct them to assist clients by bringing them to the individual that they need to get this help they want.
Better Alternative: “Let's go find the right individual to assist you!”
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