Mystery shoppers have noted that the interaction of saying goodbye between a store employee and customer can be an awkward exchange whether there was a sale or not. Since the store employee has just spent 30-75 minutes assisting the customer, it is important to continue positive rapport as the customer needs to feel good about the money they are spending. If the goodbye doesn’t go well, the customer can be uneasy about their decision to buy or to return to the business.
Tips to sincerely thank all customers:
– Take the necessary time – don’t rush to get to the next task
– Establish and keep eye contact
– Thank the customer for visiting store
– Assure the customer that the product is the perfect solution for them
– Provide at least 2 business cards
– Shake hands
Lastly, the salesperson should say, “Call ME directly with any questions.” Don’t say, “Call the STORE with any questions.” By asking the customer to call directly it shows that the salesperson takes ownership of the interaction, is confident the customer has purchased the right product to meet their needs and will be around to assist them if they have questions in the future.
Leaving a Lasting Impression
Whether there is a sale or not, acknowledging the customer with a thank you note can improve future close ratio and repeat referral business! Personal communication is often overlooked in this age of technology. Written communication is a return to the basics and truly an element of surprise in retail today.
When a $3,000 television is purchased from a large retailer, it is doubtful that the salesperson will write to the customer to thank them or call a few weeks after the sale to ask how the new television is working out. As a smaller business with a limited advertising budget, capitalize on the handwritten thank you note. The note should remind the customer why the product was perfect for their situation and be mailed within two days of the sale. This form of advertising grows repeat and referral business consistently.
