We were just recently in Atlanta on business but seeing as how fashion is our business, we (of course) squeezed in some shopping. Call it market research. While we can walk around and admire beautiful things all day long (and probably find something that we just can't live without) we would much rather have someone greet us, see if there is anything we need and then let us admire. Call us crazy but generally speaking, we like to be noticed...and engaged. We want to touch the fabrics, to marvel at the construction. And when we've found something we want to try on, we usually want a second opinion to affirm our personal thoughts - or let us know that we have lost our mind and should probably choose something else. We want to be encouraged or shown other options (in the instance that we have lost our minds).
Why exactly does all this matter? Well, from a sales standpoint, the more a woman feels like she is among friends and people who genuinely care, the more comfortable she feels and the more comfortable she feels the more likely she is to spend money. From a customer's standpoint, shopping should be a pleasant experience. It should be fun. Not a chore or a hassle because you can't get any one's attention. If it was a great experience we feel like we have found a friend who is invested in helping you achieve your own personal style and someone that we can go back to when we are out shopping the next time.
We've come up with the top 6 things that can help sales associates really bond with customers and make it a great experience for everyone involved so read on!
1. Greet her. And soon after she walks into your store/department/area. Smile. Be friendly. Make her feel welcomed. Ask how her day is going and pay her a genuine compliment.
2. Offer to help - or ask if she has already been helped if she has items in her hands to try on. If she is looking for something specific then try to help her find it. If she's just browsing point out where new items are or items that you think she might be interested in based on her appearance and your interaction thus far.
3. Walk her in to the fitting room (if it's big enough). Offer her water if your store does that. Check on her - remember her name and ask if she would like to try any other sizes or colors. Bring her a few different options that are similar to what she has chosen or items that compliment her choices. Pay attention to what sizes she already pulled so you don't have to ask.
4. Be available. It's painfully frustrating to need a sales adviser and not be able to find anyone that works there. Make sure that you're in plain sight in case she comes out of the fitting room and wants your opinion. Give her honest feedback - if it's not your favorite look then be polite and tactful when you tell her that and offer her other options. If it's a gorgeous look let her know. Remind her of all the places she could wear the item.
5. Make a lasting final impression instead of just ringing up her items and putting them in a bag and sending her on her way, chat with her throughout the process. Fold her new purchases neatly and with great care to let her know they are important to you as well - wrap her items with tissue if your store allows. Attach your business card to her receipt and write 'thank you' on the receipt - it's the little things that make the most lasting impressions and are likely to create return clients.
6. Get her contact information if appropriate. This isn't always necessary or even warranted for a lot of transactions but if you have a client who has expressed special interest in a certain designer, a type of garment or lives out of town, ask her if she would like you to contact her when new items arrive that fit what she is interested in. Find out her preferred method of contact (phone call, text, email, note in the mail) and still to that. Send her a thank you and invite her back to see new items or to order over the phone when new pieces arrive.
The best customer service comes from sales associates that are helpful, kind, honest, and perhaps most importantly, present throughout the interaction. As women when we walk into a store we have at least some intention of potentially spending money - encouragement in the form of a fabulous sales person will help sway us into purchasing not only what we were originally looking for but other items as well while a poor sales person can very well have us leaving empty handed. Having a great relationship with a sales adviser at your favorite store is an amazing feat - especially when they know you: your personality and your style. As a customer, we seek out those relationships so sales associates, give each and every client who comes in an experience they remember (for a good reason) and you just might have a new client who asks for you by name.
We want to hear from you! Do you have a favorite sales associate? What store was it and what make them so great?
Why exactly does all this matter? Well, from a sales standpoint, the more a woman feels like she is among friends and people who genuinely care, the more comfortable she feels and the more comfortable she feels the more likely she is to spend money. From a customer's standpoint, shopping should be a pleasant experience. It should be fun. Not a chore or a hassle because you can't get any one's attention. If it was a great experience we feel like we have found a friend who is invested in helping you achieve your own personal style and someone that we can go back to when we are out shopping the next time.
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| When it comes to shopping, customer service can either make or break the experience. |
We've come up with the top 6 things that can help sales associates really bond with customers and make it a great experience for everyone involved so read on!
1. Greet her. And soon after she walks into your store/department/area. Smile. Be friendly. Make her feel welcomed. Ask how her day is going and pay her a genuine compliment.
2. Offer to help - or ask if she has already been helped if she has items in her hands to try on. If she is looking for something specific then try to help her find it. If she's just browsing point out where new items are or items that you think she might be interested in based on her appearance and your interaction thus far.
3. Walk her in to the fitting room (if it's big enough). Offer her water if your store does that. Check on her - remember her name and ask if she would like to try any other sizes or colors. Bring her a few different options that are similar to what she has chosen or items that compliment her choices. Pay attention to what sizes she already pulled so you don't have to ask.
4. Be available. It's painfully frustrating to need a sales adviser and not be able to find anyone that works there. Make sure that you're in plain sight in case she comes out of the fitting room and wants your opinion. Give her honest feedback - if it's not your favorite look then be polite and tactful when you tell her that and offer her other options. If it's a gorgeous look let her know. Remind her of all the places she could wear the item.
5. Make a lasting final impression instead of just ringing up her items and putting them in a bag and sending her on her way, chat with her throughout the process. Fold her new purchases neatly and with great care to let her know they are important to you as well - wrap her items with tissue if your store allows. Attach your business card to her receipt and write 'thank you' on the receipt - it's the little things that make the most lasting impressions and are likely to create return clients.
6. Get her contact information if appropriate. This isn't always necessary or even warranted for a lot of transactions but if you have a client who has expressed special interest in a certain designer, a type of garment or lives out of town, ask her if she would like you to contact her when new items arrive that fit what she is interested in. Find out her preferred method of contact (phone call, text, email, note in the mail) and still to that. Send her a thank you and invite her back to see new items or to order over the phone when new pieces arrive.
The best customer service comes from sales associates that are helpful, kind, honest, and perhaps most importantly, present throughout the interaction. As women when we walk into a store we have at least some intention of potentially spending money - encouragement in the form of a fabulous sales person will help sway us into purchasing not only what we were originally looking for but other items as well while a poor sales person can very well have us leaving empty handed. Having a great relationship with a sales adviser at your favorite store is an amazing feat - especially when they know you: your personality and your style. As a customer, we seek out those relationships so sales associates, give each and every client who comes in an experience they remember (for a good reason) and you just might have a new client who asks for you by name.
We want to hear from you! Do you have a favorite sales associate? What store was it and what make them so great?
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