Greeting Customers in the Store and on the Phone
The greeting your customer receives is one of the most important parts of the retail experience. Whether taking a call from a prospective customer or greeting a walk-in, it is important to give an upbeat and welcoming greeting. “Good morning! Welcome to (or thank you for calling) –store name–” followed by “How can I help you today?” Asking a walk-in customer “Can I help you?” gives them the opportunity to say, “No, thanks” or “I’m just browsing.” Asking how you can help or what the customer is looking for requires an answer that opens the door to conversation and allows you to begin interacting with the customer. Greetings should be consistent and professional, so be sure to train staff (and yourself!) on preferred customer greetings that reflect positively on your business.
You can also ask a walk-in customer if they’ve ever been in your store before. If they say “yes” you can welcome them back, which makes them feel valued and reminds them that they’ve done business with you before. If they say “no” you can tell them a little bit about how the store is set up and give a little information about yourself, and then ask what they’re looking for.
The timing of the greeting is also important. Greet customers immediately so that they feel welcomed and know you are there to answer questions and give advice. Many customers who walk out of a store without buying do so because they feel ignored or like there is no one available to help them. Deliver your greetings with sincerity and warmth and make an effort to get to know the needs of repeat customers and you will see a big difference in customer response.