7 Customer Service Techniques To Increase Sales Right Now

May 13, 2018

customer service tipsIn the retail world, customer service often matters more than the price tag. When people find the perfect fit, they're usually willing to find a little wiggle room in their budgets.

But perfect fits don't just happen. It takes a team of skilled retail pros to drive sales using the power of suggestive selling.

The key is to find ways to relate to each customer's needs and find a way to sell the product you’re offering. It's not easy, but somebody's gotta do it. If you arm your retail team with these seven customer service techniques, you'll likely enjoy an immediate boost in sales:

1. Increase In-Store Sales with Add-Ons

It's kind of like having lemons on the counter at the liquor store or offering shoe strings at the shoe store checkout line—in the end, the little things can add up to big revenue boosters. The profit is in your second item the customer purchases, so find ways to add-on.

2. Listen for Whos and Whys

Many people have stories to tell when they're shopping. Arm your sales associates with the power to listen and hear who your shoppers are buying for or why they've visited your store in the first place. By understanding the reason for the purchase, your sales teams can hone in on specific ways to cater to their individual customers. When a shopper feels attended to, they're more likely to let their guard down and take your associate’s buying advice.

3. Don’t Let Them Walk Away with Just A Gift

Through casual conversation, one of your salespeople learns a customer is buying a gift. That sales interaction should never end with just the purchase of one gift but must continue with the team member asking, “Now, what can we do for you?”

Remind the customer you are talking to that they are worthy, too—even when they're buying someone else a present.

4. Suggest Subscriptions to Replace Common Renewables

Why should Amazon be the only retailer to offer convenient reordering of items that need to be regularly replaced? You can do your customers a huge service by offering a subscription to replace common renewables. People will appreciate not having to shop for things like cosmetics, dog food, energy bars, and toilet paper every few weeks.

This added convenience can be a huge boost to your store's revenue. It'll also bode well for your reputation, as people are likely to tout their happiness on various social media channels.

5. Enhance Consumer Confidence with Easy Return Policies

A lot of times, people won't take advantage of the opportunity to return items; they just want to know they have that option, should it be necessary. By having a customer-focused return policy, your sales team can show shoppers additional items they may be interested in, without causing the shopper undue stress and worry. When people are reminded just how easy it is to return something if it doesn't work for their needs, they'll feel more confident trying additional items.

6. Hand It Over to Subject Matter Experts

Sometimes your customers will have questions not every associate can answer. It's important to ensure that someone with product-knowledge expertise is always available to help them so they don't leave your store frustrated and empty-handed.

Subject-matter experts (SMEs) are great for all types of retail. Make sure your staff is trained on a proper hand-off, though, should they have to employ the assistance of your SMEs.

Let's say Jane walks into your New Jersey shoe store and needs hiking boots that work well with Arizona's high desert. Bill may not be able to answer her questions, but Bill can introduce her to Sally, who is well-versed in all things hiking boot. The hand-off should go as follows, "Hi, Sally. This is Bill. Bill, she's looking for hiking boots for her upcoming vacation in Arizona. I told her you're our resident hiking boot expert and would be happy to help her."

Instantly, the customer feels like she's in good hands with a SME, and she didn't feel like she was ignored by people who couldn't answer her questions. Everybody wins.

7. Ask Probing Questions that Can Provide Alternatives

Sometimes, people enter a store knowing exactly what they want—they know the size, brand, make, model, and color. They may be searching for a unicorn that doesn’t exist. If your sales team isn’t ready to respond with probing questions, that customer will likely leave empty-handed. On the other hand, the customer may have something in mind that isn’t actually best for their needs. By asking probing questions, your team can identify products that would best serve your customers and walk them right to the shelves on which they’re placed in your store.

Here are some ideas (of course, they’ll need to be customized based on your industry and the customers’ unique experiences):

  • What will you be using this product for?
  • Is this a new endeavor for you, or are you a seasoned pro?
  • What do you particularly like about the product you’re asking about?

With this information, your sales team should be able to identify similar or better products and reinforce their value:

  • This item is comparable to the one you requested because…
  • This item is more suited for your needs because…

The customer will appreciate the knowledgeable input and be more likely to buy based on the customized products your associates provided.

See also, The 4 Crucial Keys To Suggestively Selling An Add-On

In Sum

Are you ready to get your retail sales moving in an upward direction? It all starts with excellent customer service techniques. Let The Retail Doctor show you the way today by clicking the button below.

Let's Start A Conversation

Read More About:

Customer Service

SalesRX Banner Image

Get Your Crew Trained. Login. Learn. Sell.

SalesRX Logo
Train Your Team Now

Increase Your Retail Sales

Click To Learn More:

Retail Sales Training

  • What is it?
  • What options are there?
  • What does it deliver?

Retail Sales Training Online

  • Getting started
  • Employee buy-in
  • An in-depth look

Retail Customer Service

  • What it means
  • How to deliver it

Retail Merchandising

  • Merchandising strategies
  • Displays, traffic patterns, and signage
Buy Now
SalesRX Banner Image
Connect To Our Podcast
Feedspot's Best Retail Blog & Website Image