Through a special arrangement, presented here for discussion is a summary of a current article from The Retail Doctor blog.
Most retailers don't make us feel comfortable enough to buy from them. Usually this is due to untrained or poorly trained employees speaking before thinking.
Here are the five stupid questions never to ask your shoppers:
1. How are you today? Admit it, you don't care. The shopper knows you don't care. You also never want to make customers have to lie to you.
What to say instead: Good morning. Feel free to look around and I'll be right back.
2. Are you looking to buy today? I know, shocking to read but that is still asked by people trying to sell you everything from a car, to eyeglasses, to you name it. Many times people go into a shop not intending to buy but get so romanced by the environment, displays and salespeople that they treat themselves anyway. A pushy comment and/or attitude may make them leave without their intended (or unintended) purchase.
What to say instead: Just don't say it.
Photo: RetailWire
3. Isn't this (weather-related noun — heat, snow, rain) awful? Doesn't matter where you are, you rarely will get another person to agree. If you get someone to agree, you've put yourself in misery's company. You build rapport with someone by first finding out what positive things you have in common.
What to say instead: Something positive about what they are wearing or holding.
4. Can I help you find something? Customers by rote answer "just looking" to get away from such an aggressive question. It also starts from the idea that customers all know specifically what they want, as if they are all at the hardware store looking to fix a leaky hose. Most shopping trips are based on a customer trying to solve a larger problem.
What to say instead: If you are indeed in a hardware store, "What's your project today?" A furniture store, "What room gets the makeover today?" An electronics store, "How can we connect your world today?"
5. Do you have a budget? Another hack question determined to tie-down the customer. The question supposes that customers won't spend more than they plan. It allows the salesperson to limit the customer's choices and removes what probably would be the best solution. The best solutions cost more.
What to say instead: We have a range of options and price points. To find your best solution, may I show you them all?