5 Steps | Customer Services | All About Retail | Mohsin Ilyas

Retail Growth & Customer Services

Retail growth depends on customer base, their footfall rate and our ability to convert them into sale. All it happens by giving excellence customer experience done through best customer services consistently for a long period.

In retail , there are number of alternates of you in market who are offering range of products but what is most important for you is that how do you make customers feel important or valued?

Customers don't remember Who are you ? but they remember how do you make them feel

Five basic steps of customer services that can increase Customer Retention Rate and Conversion are below.

Greetings

 

Vary Greeting techniques instead of speaking the same script to every customer every time is very important because it shows your Brand Authenticity. Sales associates should greet in a variety of ways because it allows the associate to share the Brand Values.

• How's your day going?
• Show you recognize them 
• Ask about the Weather
• Ask if they've been in before
• Compliment Carefully 
• Never Ask any question whose answer is yes or no,it may be a dead end.
• Welcome them with Smile with you body language support.
• For Regular Customer, It's great to see you again !

You can also help customers after greeting by saying
Would you like a Basket ? Or Can i free up your hands ? (If there any shopping bags in their hands)

Qualify and Recommendation

After Greetings , Most important step is to qualify customer need and then recommend the right one.Keep in mind,Customers make purchases depends on your perfect recommendation and how you recommend them depends on your ability to qualify.

You cannot sell a comb to bald person? and you must not to do .

Sell the right product to a right customer. If we sell cleverly and desperately so there is no difference between street sellers and us because customer will never come back to us and we lose it.

So qualify the customers what they want , give them experience to whole store and range of products so they can easily buy what they need.

Cross Selling And Upselling

“When a seller or salesmen induces customer to buy expensive products and further add-ons to maximize their sales and profit, this is called Upselling”. Upselling is a technique or we can say it is an ability of seller that how to convince customer to make further purchase. 

Visual merchandising plays an important role in upselling and cross selling in retail whereas its seller responsibility to give awareness of what does he have?.

“Cross selling  is a selling technique used to induce customer to spend more to purchase related product what’s being bought already”. Cross selling is directly related to upselling because in both cases average transaction value (ATV) increases.

The main difference is that in cross selling a seller offers related product to customers whereas in upselling a seller move customers to high price products .For example, if customer is buying shirt then offering matching pant to this customer called cross selling whereas if seller doesn’t go to offering pant and try to sell another shirt(add-on) or a shirt of high price then this is called upselling.

Examples

In Mcdonald's, they offered wings with every deal while Dominos offers to buy cheese sauce with every pizza.While buying a shoe , seller induces us to buy socks with it .

Feedback

 Feedback plays a vital role in retail growth because innovations always done through customer's valued feedback.There are lot of ways to collect feedback by placing a comments book on counters or give responsibility to an associate to engage with the customers and get feedback about product or services.

Thanks to Customers

Customers often thanks to staff who helped them but its important for Cashier and Staff to express thanks that make your customers appreciate and show your business is running through them. Proper greetings and thanks influence customers and show the ethics in Retail Staff.At the end of transaction , you must say Thanks & Please Come again.

Keywords
Customer Services in Retail , Basics Of customer services, Retail Growth and Customer Services.