Research shows that the customer satisfaction index drops significantly if they are not greeted in a friendly manner during their visit. On the other hand, visitors will feel welcomed and appreciated if they are greeted well. This article explains how to behave when greeting guests to increase sales and customer loyalty.
Step
Part 1 of 2: Be Friendly and Professional
Step 1. Smile when greeting visitors who come
The first thing that makes someone feel welcome is the attitude you show through your body language. Therefore, get in the habit of standing up straight, smiling, and walking toward guests with light steps. Make sure your attitude is able to express the statement, "Nice to meet you!"
Step 2. Wear professional attire
Appearance is an important aspect when greeting shop visitors. Choose clothes that show that you really value your work. For that, wear conservative clothing like professional employees, unless you have to wear clothes that are determined by the company. Don't wear eye-catching clothes that make visitors feel offended or uncomfortable.
Step 3. Greet every new guest
Research shows that 8 out of 10 visitors want to be noticed and almost all feel happy when they are greeted in a friendly manner. You don't have to greet guests with words, but make sure you always make eye contact with a smile.
- If you're arranging items on a shelf or walking to the warehouse to pick up something, stop to say hello to a new guest. At the very least, let him know that you will be back to serve him in a moment. Studies show that visitors are more prepared to wait when they are greeted.
- While serving a guest, ask if he or she would mind if you greeted a new visitor.
- Provide a bell at the entrance so you know when a guest arrives and can say hello right away.
- Try to greet visitors within 30 seconds of their arrival.
Step 4. Keep in mind each customer's preferences
Remembering what loyal customers like and don't like is a very useful thing. Coffee shop or restaurant customers will feel appreciated if you know what their favorite menu is. If you work in a clothing store, customers will feel cared for when you remember their favorite color or brand. Attention to personal preferences plays an important role in increasing customer loyalty.
Step 5. Show the way to the required product
Instead of simply telling them where the product they are looking for, visitors will appreciate it if you deliver and point out the product they want exactly.
Step 6. Ask questions
Try to find out the product needed specifically and in detail so that customer desires can be fulfilled. If you work in a health product store and serve guests looking for powdered protein, ask them if they want to lose weight, gain muscle, or get into shape. Also ask if he needs a product to take after a workout or wants to delay hunger pangs. If he's looking for shorts at a clothing store, ask if he's going to work out or relax and what kind of material he wants. Questions show that you are paying attention.
Step 7. If necessary, allow your guests to relax after you say hello
Never judge another person and don't assume he doesn't want company. Make sure you always greet each guest who comes in a polite and friendly manner. However, if he responds coldly or doesn't respond at all, let him know that you're here to help if needed and then leave him alone.
Step 8. Guide guests out of the shop in a courteous manner
The impact of a friendly and polite greeting will simply disappear because of a bad farewell. Instead of just saying thank you for coming, escort the guest to the exit and then open the door. When dropping off elderly people, pregnant women, people carrying children, ask if they need help getting their groceries into the car.
Part 2 of 2: Saying the Right Words
Step 1. Don't say, "Can I help you?
"This is a standard, useless greeting. Usually, guests will reply, "Just looking around." You'll get the same answer when you ask if you can help find the item you're looking for. Instead of greeting shoppers with the same phrase, open a conversation that makes them feel comfortable and valued.
Step 2. Say your name more than once
Make sure the visitor knows your name if he or she needs help. By introducing yourself, you will transform from an unknown employee to a person who is ready to help so that guests feel comfortable and cared for. Say your name more than once so he doesn't forget.
Step 3. Show that you value each guest
If you are a regular customer, greet them by name, for example, "Hello, Mr. Jack! Happy shopping again!" Hearing someone say hello by name stimulates certain parts of the brain so that listeners will continue to listen carefully to what is said next. If you forget the visitor's name, at least he knows that you still remember him, for example by saying: "Good afternoon! It's so nice to see you again!" People value recognition so much that they want to come again.
Step 4. Ask him if he has visited before
If you can't be sure, ask if he's been there before. Research shows that greeting guests with this question can increase sales by 16%.
- If he has visited, ask about the product he bought and whether he was satisfied using the product. Take this opportunity to provide positive reinforcement or address a complaint.
- If this is his first visit, offer to accompany him on a tour of the shop.
Step 5. Discuss the weather
Weather is a neutral topic to start a conversation with because it's a non-offensive issue and anyone can talk about it. Listen carefully to the responses given and provide the appropriate response. This method aims to engage the guest in a pleasant conversation so that he feels comfortable and wants to shop.
Step 6. Take advantage of interesting things in the store as a conversation material
Tell visitors if there are interesting or special products in the store, such as art, new items, pets, etc. All things that can be used to make guests feel comfortable and want to communicate can increase sales.
