How To Impress Retail Customers With Your Great Service

There is a key way that retail sales and service professionals can improve business and client relationships. That is to begin thinking about service right away as soon as the relationship starts. If you do that youll immediately make an impression with your clients and probably have a client for life.

Despite all of the attention given to the importance of great service, few buyers feel today that service is really up to par. The automation of society has made this even worse. Everywhere we go its self service. That makes the old-fashioned face-to-face selling and service situation an extraordinary opportunity to impress your customers with great service and at the same time dramatically increase your business and customer loyalty.

In my consulting work with clients on the issue of customer service I emphasize five things, vital to the relationship building process. Lets use the example of person selling mattresses to illustrate the five top priorities:

Priority#1

Develop and Build Rapport
Pace the conversation
Respond to the customers degree of formality/informality
Be conscious of the pitch and tone of your voice
Raise your energy level
Maintain an orientation to the person not the task.

Priority #2

Build Trust
Im going to ask you a few questions that will help me guide you in your selection. (Set up questions)
This is very helpful. (Shows you are listening, encourages client.)
Weve been able to help many clients in similar situations. (Evidence & Reputation)

Priority #3

Assume The Role Of Advisor
Empathy I sure youre ready consider new bedding.
Knowledge If you like a firm mattress youll sure like
Big Picture - There are hundreds of options, however
Judgment Based on your comments, I would recommend.
Conviction This is an outstanding value
Integrity Because this set is so popular, I can offer you

Priority #4

Establish Value Right Away
Let me tell you why our service is so popular.
As a sleep consultant my focus is to help you
We have a wide variety of the finest mattresses.
Weve been able to help our clients get a more restful sleep, overcome sleep problems, and enjoy greater comfort.
Our pricing is outstanding.
We deliver quickly and take away the old mattress.
Our guarantee is the best in the business.

Priority #5

Find Hidden Opportunities
Who will be using the mattress?
Would you describe the person(s) as small, medium, or large build?
What feel is most important to you in a mattress? (Soft, plush, firm, extra-firm, etc.)
Have you experienced any particular sleeping problems that you believe are mattress related?
Have you considered moving up to a larger size mattress?
Have you considered moving up to a deluxe mattress?

I work with large organizations on sophisticated strategies in sales, marketing, and service, but this basic approach will serve you well when it comes down to the nuts and bolts of face-to-face relationships. Use this as a checklist for building client relationships on the spot.

Copyright 2007 Andr Taylor Taylor Insight Group, LLC. Go to http://www.andretaylor.com and get Andres free newsletter.

Andr Taylor is an award-winning entrepreneur, author, and advisor to growing companies and one of todays dynamic voices on business and personal success. Hes the author of many audio and videos, courses, and coaching programs reflecting more than 25 years in enterprise management. He provides an uncommon understanding of the lessons of business and personal resilience, and extraordinary insight and commentary on the subjects of leadership, entrepreneurship, sales, marketing, innovation, and growth.

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