Now that the slow summer is nearly over it’s time for many shops to start preparing for the busy months ahead. For many shops this means hiring and training new employees.
Specific tasks can be learned with practice, but the right attitude is a crucial asset for every employee and outstanding customer service is what sets us apart from our competition.
Here are a few tips you can use when training new employees (or retraining current employees) to get them on the fast track to fantastic customer service:
- Confidence and a professional tone of voice are extremely important when dealing with customers; they look to us to guide them because we are the professionals.
- Open the conversation by asking the customer what price range they are comfortable with and follow that question up by confidently stating “we can create custom arrangements in all price ranges, $50, $75, $100, $200…”
- Remember that the customer’s main objective is to convey an emotion and it’s our job to make the recipient feel impressed, wowed or adored.
- Curb your excitement; the customer will lose faith in your offer if you seem to eager. They may feel like they’re spending too much if you show too much enthusiasm, so keep it professional.
- Always push back a little. Customers don’t always know what they want, but most of the time they want guidance from us. If they ask if they can get something nice for $75, respond with, “yes, of course, but if you are really trying to wow them, I’d suggest $100-$150 to allow the designer to create something a bit more showy and elegant.”
- Body language is also an important element to great customer service. Behavioral studies have indicated that when we communicate, 7% of our meaning is conveyed by words uses, 38% by the tone of voice and 55% by our body language, so think about what your body language is saying to customers.
- Begin each interaction by mirroring your customer’s body language and verbal style.
- If the customer is looking at a pre-designed arrangement, pull it out of the cooler and hand it to them. It’s harder for a customer to say no to something that is already in their possession.
- Be subtle with eye contact and remember that constant eye contact can put some people on edge.
- After the customer has made their choice, convey your approval by giving a reassuring nod.
- Complete the experience by walking them to the door. If it is a large arrangement, place it in their car for them.
- Remember to thank them on their way out the door – whether they made a purchase or not. If they leave your shop on a positive note, chances are they’ll be back again soon.
These may seem like obvious tips, but studies have shown that the average salesperson forgets about their body language after the initial simile. By keeping these tips in mind and constantly reminding employees, you will find that your average sales will not only increase, but your employees’ confidence will increase as well.
If you want more tips on training employees, or if you have other areas of concern and would like our assistance, please let us know by dropping us a line here, or giving us a call at (941) 806-1911. We're here to help you!