Updated October 3, 2024
In retail, customer service often matters more than the price tag. When people find the perfect fit, they're usually willing to find a little wiggle room in their budgets.
But perfect fits don't just happen. It takes a team of skilled retail pros to drive sales using the power of suggestive selling.
The key is to find ways to relate to each customer's needs and find a way to sell the product you’re offering. It's not easy, but somebody has to do it. If you arm your retail team with these seven customer service techniques, you'll likely enjoy an immediate boost in sales:
It's like having lemons on the counter at the liquor store or offering shoe strings at the shoe store checkout line—in the end, the little things can add up to big revenue boosters. The profit is in the second item the customer purchases, so find ways to add on.
Many people have stories to tell when they're shopping. Arm your sales associates with the power to listen and hear who your shoppers are buying for or why they've visited your store in the first place. By understanding the reason for the purchase, your sales teams can hone in on specific ways to cater to their customers. When a shopper feels attended to, they're more likely to let their guard down and take your associate’s buying advice.
Through casual conversation, one of your salespeople learns a customer is buying a gift. That sales interaction should never end with purchasing just that one gift but must continue with the team member asking, “Now, what can we do for you?”
Remind the customer you are talking to that they are worthy, too—even when they're buying someone else a present.
Why should Amazon be the only retailer that offers convenient reordering of items that must be regularly replaced? You can do your customers a huge service by offering a subscription to replace common renewables. People will appreciate not having to shop for cosmetics, dog food, energy bars, and toilet paper every few weeks.
This added convenience can be a huge boost to your store's revenue. It'll also bode well for your reputation, as people are likely to tout their happiness on various social media channels.
People often won't take advantage of the opportunity to return items; they just want to know they have that option, should it be necessary. With a customer-focused return policy, your sales team can show shoppers additional items they may be interested in without causing the shopper undue stress and worry. When people are reminded just how easy it is to return something if it doesn't work for their needs, they'll feel more confident trying additional items.
Sometimes, your customers will have questions not every associate can answer. It's important to ensure that someone with product knowledge expertise is always available to help them so they don't leave your store frustrated and empty-handed.
Subject-matter experts (SMEs) are great for all types of retail. Make sure your staff is trained on a proper hand-off, though, should they have to employ the assistance of your SMEs.
Let's say Jane walks into your New Jersey shoe store and needs hiking boots that work well with Arizona's high desert. Bill may not be able to answer her questions, but Bill can introduce her to Sally, who is well-versed in all things related to hiking boots. The hand-off should go as follows, "Hi, Sally. This is Jane. She's looking for hiking boots for her upcoming vacation in Arizona. I told her you're our resident hiking boot expert and would happily help her."
Instantly, the customer feels like she's in good hands with an SME, and she didn't feel like she was ignored by people who couldn't answer her questions. Everybody wins.
Sometimes, people enter a store knowing exactly what they want - they know the size, brand, make, model, and color. They may be searching for a unicorn that doesn’t exist. If your sales team isn’t ready to respond with probing questions, that customer will likely leave empty-handed.
On the other hand, the customer may have something in mind that isn’t best for their needs. By asking probing questions, your team can identify products that would best serve your customers and walk them right to the shelves on which they’re placed in your store.
Here are some ideas (of course, they’ll need to be customized based on your industry and the customers’ unique experiences):
With this information, your sales team should be able to identify similar or better products and reinforce their value:
The customer will appreciate the knowledgeable input and be more likely to buy based on the customized products your associates provide.
See also, The 4 Crucial Keys To Suggestively Selling An Add-On
In Sum
Are you ready to increase your retail sales? It all starts with excellent customer service techniques. Click the button below to let The Retail Doctor show you the way today.