How To Impress Retail Customers With Your Great Service

There is a key way that retail sales and service professionals can improve business and client relationships. That is to begin thinking about service right away – as soon as the relationship starts. If you do that you’ll immediately make an impression with your clients and probably have a client for life.

Despite all of the attention given to the importance of great service, few buyers feel today that service is really up to par. The "automation" of society has made this even worse. Everywhere we go it’s "self service." That makes the old-fashioned face-to-face selling and service situation an extraordinary opportunity to impress your customers with great service and at the same time dramatically increase your business and customer loyalty.

In my consulting work with clients on the issue of customer service I emphasize five things, vital to the relationship building process. Let’s use the example of person selling mattresses to illustrate the five top priorities:

Priority#1

Develop and Build Rapport
Pace the conversation
Respond to the customer’s degree of formality/informality
Be conscious of the pitch and tone of your voice
Raise your energy level
Maintain an orientation to the person – not the task.

Priority #2

Build Trust
"I’m going to ask you a few questions that will help me guide you in your selection." (Set up questions)
"This is very helpful." (Shows you are listening, encourages client.)
"We’ve been able to help many clients in similar situations. (Evidence & Reputation)

Priority #3

Assume The Role Of Advisor
Empathy – "I sure you’re ready consider new bedding."
Knowledge – " If you like a firm mattress you’ll sure like…"
Big Picture - "There are hundreds of options, however…"
Judgment – " Based on your comments, I would recommend."
Conviction – " This is an outstanding value…"
Integrity – " Because this set is so popular, I can offer you…"

Priority #4

Establish Value Right Away
"Let me tell you why our service is so popular."
"As a sleep consultant my focus is to help you…"
"We have a wide variety of the finest mattresses."
"We’ve been able to help our clients get a more restful sleep, overcome sleep problems, and enjoy greater comfort."
"Our pricing is outstanding."
"We deliver quickly and take away the old mattress."
"Our guarantee is the best in the business."

Priority #5

Find Hidden Opportunities
"Who will be using the mattress?"
"Would you describe the person(s) as small, medium, or large build?"
"What feel is most important to you in a mattress?" (Soft, plush, firm, extra-firm, etc.)
"Have you experienced any particular sleeping problems that you believe are mattress related?"
"Have you considered moving up to a larger size mattress?"
"Have you considered moving up to a deluxe mattress?"

I work with large organizations on sophisticated strategies in sales, marketing, and service, but this basic approach will serve you well when it comes down to the nuts and bolts of face-to-face relationships. Use this as a checklist for building client relationships on the spot.

André Taylor is an award-winning entrepreneur, author, and advisor to growing companies and one of today’s dynamic voices on business and personal success. He’s the author of many audio and videos, courses, and coaching programs reflecting more than 25 years in enterprise management. He provides an uncommon understanding of the lessons of business and personal resilience, and extraordinary insight and commentary on the subjects of leadership, entrepreneurship, sales, marketing, innovation, and growth.