Customer expectations are continually rising as the ecosystem of retailers competing on a global basis constantly evolves. Companies, on the other hand, can no longer rely solely on product innovation.
According to Salesforce, 66 percent of customers believe it takes more effort than ever before for a brand to impress them with new goods and services.
Retail Customer Service refers to the support and guidance provided to those who buy or use products through physical interactions, with the shop assistant’s prior focus being set on them. It makes the consumer feel like s/he is the most important person in the store.
A salesperson and a shopper interact one-on-one during customer service. The customer experience encompasses the full event of shopping at a brick-and-mortar retail store, from the minute they arrive through the sensor doors and till the moment they leave.
10 Customer Service Tips to Grow Retail Sales
Going further are some points that’ll enable you to develop your customer service in a better way:
1. Being Patient, a Virtue
Because not everyone is as knowledgeable about the product as you are, it is your responsibility to explain it to clients as calmly and gently as possible without losing your cool.
Customers may be dubious about a variety of issues, and a skilled salesperson will gladly respond to their concerns. They may be interested in some of the features, functionality, and product description in order to determine if it is a suitable product for them.
And what retail marketing is all about is being patient, courteous, and maintaining decency with your responses.
2. The Retailer Who Offers Near Substitution
Many times, what you have to offer as a retailer will not fit your customer’s vision of what they desire. In such cases, it is preferable to provide substitutes for the product that at the very least provides them with the features they desire. A good shopkeeper will always be able to persuade their customers and will never leave them empty-handed.
3. The Retailer who Educates the Customers
Even though customers are aware of market trends, they may only be aware of them on a superficial level. It is the retailer’s responsibility to educate customers and provide them with information about current market conditions and give them a heads up.
It aids the client in being more informed of the approaching upgrade in the market forum and the options available to them from a variety of selections available, understanding what may give them a profit.
4. On-Field Assistant That Has Mapped Your Home
When you sell online, you can’t avoid shipping and delivery difficulties. There are a variety of problems that could arise with your last-mile services, including address issues, lost deliveries, and damaged products.
Even if the issues aren’t entirely your fault, you still have complete influence over the experience you’re giving your customer.
Many times, the assistant knows the customer’s house/apartment and arrives with the parcel without phoning ahead of time; this makes the consumer feel truly connected to the service they are receiving and establishes a trusting bond.
As a result, it’s vital to maintain a close eye on customer orders and ensure that they arrive securely and on time. If not, you should inform them and provide a good rationale for their inquiries, as well as an estimate of how quickly you will be able to resolve their issues and deliver their items.
It assists you in maintaining your customer’s trust and keeping the company’s name out of difficulty.
5. Note of Appreciation
When you acknowledge your regular customers and send them a note in regard to a transaction they make on a regular basis from your store, it’s a kind gesture.
You can also include a personal discount code with the note, which they can use when they make their next purchase. This keeps customers informed and builds trust and respect over time.
As a result, make it a point to communicate your gratitude for your regular customers when they make a purchase.
Keep track of your loyal customers and use a prominent Retail CRM to keep a record of customer information such as contact number, address, purchase history, birthdays, and other special days when a customer requests a present as an order.
Customer data can be used to improve customer service. If you notice an order from someone in your database, praise them for their repeat purchase and send them a heartfelt thank-you email.
6. Beta Features and Upgradation Notification
In this modern era, we’re all eager about what will come next—what will be the next great thing. And it takes a lot of effort and time to create and incorporate those features based on the customer’s requests.
These tiny adjustments to make the customer experience more unique and special in retail help a brand generate more value.
Customers love it when you curate such notifications based on their preferences, and they visit the website more frequently as a result.
The same is true for beta features that are tested on repeat purchases. It provides them the impression of being significant and of being the first to benefit from the new upgrade.
7. The Assistant who is not Sales-centric
Isn’t it perfectly practical to have an assistant talking about a product? In reality, it’s the polar opposite.
Customer interaction should be more than just about the product; it should also be about getting to know the customer and their needs that the product can meet.
Customers aren’t interested in the product’s advantages and disadvantages; they want to know if it will fit their checklist of needs. As an assistant, your objective is to get to know the customer thoroughly, aided by chats about common topics.
Related Read: How to Boost Your Sales With an Intelligent CRM
8. The Assistant who Apologizes
There are times when the perceptions of customers and assistants collide, resulting in confusion. Instead of arguing, it is preferable to take a step backward and avoid crossing the line in those cases.
Because, at the end of the day, customers are the heart and soul of the company. A cool-headed assistant who apologizes without prolonging the matter and letting it slide by the hand closes the transaction more times than the one who refuses.
9. The Retailer who Treats Customers like a Family
We are all humans at the end of the day, and we all want to be understood. This can only happen if we make ourselves clear and are heard by others.
It is your principal responsibility as a retailer to become attached to your customers and discuss their priorities.
It assists you in determining their requirements and desires, allowing you to contribute by making suggestions that may be valuable to your customers. They may not show it, but the fact that you are treating them well gives them a positive opinion of you and your brand.
10. The Assistant who is Clean and Dresses Well
Being clean and well-dressed is a part of our everyday lives, but as an assistant, it brings your brand to the forefront because customers like clean and well-dressed salespeople.
They have the idea that the company is serious about its goals, and this gives them a positive image.
After all, perfume alone isn’t going to save you from the smell! So, it is for you to apply the phrase “First impression is the last impression” because customers are particular about their choices.
Retail Customer Service Skills You Need
In any field, skills are required to make your job easier and to perform optimally. Some abilities are acquired over time, while others are innate.
As a retail salesperson, it is critical that you follow a blueprint of such skills in order to capture your customers’ attention and ensure that the product is relevant to their needs.
But how do we do it? The following are some skills that will help you become a better customer service representative:
1. Be Sensible:
The assistant should have a pleasant demeanor, as pleasing customers is crucial, as it makes them feel appreciated and encourages them to try to understand the product.
2. Be Technologically Sound:
Today’s retail staff must be able to use technology effectively. It is not an option for a sales associate to struggle with technology because so much of the retail job is seamlessly interconnected.
3. Being able to handle Multi-Tasking:
Retail employees must be able to work with several customers at the same time while also managing returns and keeping everything tidy. In addition, associates must be able to prioritize clients and other responsibilities.
4. Being a Keen Listener:
All customer service and salespeople need to be able to listen actively. Although it is not the most natural skill to cultivate, anyone can learn to be an active listener with effort.
5. Being an Extensive Knowledge Holder:
Retail worker with great taste, style, and having in-depth knowledge of the product is the best. They can swiftly determine which things work well together and utilize this knowledge to create appealing retail displays as well as provide helpful advice to customers.
6. Being an Influencer and knowing Trends:
On social media, endorsing and promotion of products have grown more than ever. Nowadays, mostly each and every retailer is present on these platforms, and they need to present their products uniquely by capitalizing on this practice by transforming their employees into influencers.
7. Being an Anecdotist:
In today’s world, the ability to tell curated stories and entertaining tales about your products and business, based on your history of clients and customers may be incredibly valuable. These days, products are so commoditized that you need to tell shoppers tales that they can relate to in order for them to build a deep connection with your stores and their stuff.
8. Being an Adept, Swift Learner:
Approximately once every quarter, stores and businesses update their inventory and bring new functionality and upgrades, providing employees a new noted description to learn about the product. Depending on the store, employees may need to learn anything from a new layout to a total store transformation.
Customer satisfaction is more important than ever before. We are conducting business in an era where top brands surround and entice consumers from all around. The way you treat your customers makes a difference and can turn distinct customers into avid followers of the brand only through quality service.
In reality, there are a lot of fantastic retail workers out there but mostly none of them can keep up and hone the skill to produce top-level service from time to time.
It is to be said, exceptional retail personnel naturally have the characteristics to make customers understand their language. Therefore, the brand as a unit should strive to identify these particular sets of skills and develop their employees’ natural talents through continuous training and practical exposure.