For Openers - Five greetings that boost sales to walk-in visitors
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the typical greeting used most
often by 60% of retail stores? You’re
right if you guessed, “Can I help you?”
The visitor’s usual response, “No thanks, just looking.”
The problem is
the walk-in customer is never “just looking.”
They came into the premises because at some level they
perceived a need.
This greeting only reminds visitors
that they’re not here to buy. Lousy
way you and your front line
employees greet walk-in customers has a huge impact on your bottom
are some tips to ensure that you and your employees greet customers in
that makes them want to buy and keep coming back.
1. Show that you recognize them
you deal with customers, the
two most important words are not, please
or thank you, but
are your customer’s first and last names. Take the restaurant
patronized in Greece,
for example. As I walk in with my friends, he shouts, “Jeff, you’re
Welcome!” He smiles
at the rest of my
party and says, “I see you’ve brought your friends, excellent! We’ll
of our best tables for you!” At this point I don’t care what the food
like - this guy gets my business.
If you don’t remember the customer’s name, you
need to at least let
them know that you recognize them and are happy to see them.
So an effective greeting
would be, “Well,
Hello! It’s nice to see you again.”
Customers return to secure, friendly environments. Show that
them, and they’ll
want to come back.
2. Ask if they’ve been in before
of the best money making
greetings is, “Hi, have you been here before?”
Michael Gerber, author of the best seller, The
E-myth, says that his clients who have switch from, “Can I
you?” to this greeting have seen sales increase by 16%. While Gerber
have no idea why this works so well, I think it’s because this greeting
the customer that they’ve been at your business before, so it’s a
means safe. Safe means trust.
And trust means buy.
have you been here before?’ can increase sales by 16%, then it’s
worth a test.”
With this greeting the employee can also add,
“Welcome back, we
appreciate your coming to see us again.” That provides that
recognition. They can ask the customer about what they bought on their
visit and how they like it. That provides the opportunity to provide
reinforcement and/or clear up any concerns.
this is the visitor’s first
visit, then the employee has a great excuse to show them around,
and point out specials. At
any rate, if
saying, “Hi, have you been here before?” can increase sales by 16%,
certainly worth a test.
3. Ask about the weather
realize the weather is an
often-used topic, but it’s disarming, and gets the customer talking
something where they can be the expert.
The critical step that’s often missed is you need to
respond to the
customer’s comments. That
you’re listening - not just techniquing
them. Once you’ve
comments, you can then transition from the weather to identifying their
“Well, at least you’re
in from out of the wind now. What
you in aside from the cold weather?”
careful with this one. If you
do it wrong, you be construed as being a phony and will lose the most
thing you need to sell - trust. So
offer a general complement such
“Don’t you look good today.” Instead make sure your complement is
specific. If you
work in a clothing
store you might say, “That scarf is
terrific; its autumn colors are perfect with
5. Use a conversation piece
Interesting artwork, a
talking parrot, or
anything you place near your entrance that draws comment is
great. It gets the customer
talking, questioning and
Timing is everything
More important that what you say,
is the fact that the
visitor is acknowledged - not necessarily served - the moment they
enter. One study
revealed that 68% of customers who
leave do so because they feel like no one cares that they’re
there. Picture entering an
establishment waiting to
be served. Then use your watch to count off 30 seconds.
You realize that even half a minute is too
long to wait.
One of my seminar
participants, a bakery owner,
ensured a fast greeting if the employees were working in the back room
installing a doorbell that rings as the visitor enters. They call out,
there, I’ll be right out!” and they keep the business. Simple and smart.
A stare - like
employees are watching to see if you’re going to steal something.
The daze - they
pretend they’re so busy they can’t see you.
(As you enter a
restaurant) “Just one?”
I help you”
canned phony sounding speech.
About the Author
an international speaker
and corporate trainer. His focus
is, “The Art of Client
Influence with Ease.”® For
self-study kits, and information about booking Jeff
or call 1-800-jmowatt
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Article Published/Sorted/Amended on Scopulus 2010-11-04 15:26:56 in Marketing Articles