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Many store employees, especially the less experienced ones get overwhelmed on busy days where customers outnumber them ten to one. Here’s a simple yet very valuable tactic that not only addresses customer service issues but prevents the potential of external theft by seasoned shoplifters who target busy stores. Firstly, staff must make an effort to greet and acknowledge every customer as they enter the store. A concise introduction and a quick question about what the customer is looking for today will enable the employee to show the customer where the merchandise in question is located. The employee can inform the customer if any items of interest are on sale as well, or any new arrivals. This is called the “Assignment” customer service strategy. The employee gives the customer an assignment. Usually they can point them to the appropriate section, advise them that there are some new items and perhaps what is on sale. The employee closes by advising that they’ll be with them in a few minutes, after they finish with their current customer. This process can enable an employee to effectively handle many customers on busy days by rotating from one to another. It’s not as ideal as an intimate one on one discussion with only one customer during slower periods, but far better than neglecting new customers as they enter the store. When you acknowledge them and ask them to take a look at the section in question, they are temporarily taken care of until you can return to them. If a customer tells you they are “just looking” chances are, their demands are a little more casual. Even in this case, you can tell them about new arrivals that may be of interest to them and let them know you’ll come back and see them as soon as you finish with another customer or two. Another benefit of the “Assignment” strategy is that potential shoplifters once approached and acknowledged will likely leave your store and seek another retailer that allows them to wander a store without any acknowledgement or interaction by staff. Once this strategy is mastered, staff can handle many customers on busy days, particularly during the Christmas season. TAKE ACTION TODAY: Train staff to excuse themselves from current customers and quickly acknowledge new customers. Get them to ask if they are looking for anything in particular and give the customer an “assignment”. Counsel the customer that you will return shortly and return to your original customer(s). Check back with the new customer(s) and see how their “assignment” is going. Get staff to master The Assignment Strategy. They can handle many customers with this concept.
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