Shop-floor Customers - Know Your Walk in Customers

How can you match your product’s benefits with a buyer’s needs if you do not know your customers? If you are selling to someone you have never seen before – such as in a retail store – you have to ask about the buyer’s needs. Business-to-business selling also requires numerous questions, sometimes spending weeks with a customer. There will be more on this important topic later in this course.

A customer is anyone who walks into a shop or phone in. By making contact, a person has made a decision that indicates interest or need. The challenge is to turn the customer into a buyer by identifying and meeting this interest or need.

Many customers know exactly what they want. Others may have a general idea. Some have nothing specific in mind, only the hope of finding something that will satisfy their desire to buy. The ultimate goal is the same for all these cases, which is to satisfy the customer.

However, there are different ways and means of satisfying these different types. So, a basic sales skill is to be able to “size up” the customers.

Buyers

Those who know what they want to buy are purposeful in their movements and confident in their tone. If they have a specific product in mind, they will usually be well-informed about it. On the other hand, they may know little about the product or its price, but definitely have the need. Friends or other stores refer some buyers.

Others get their information from previous browsing trips, the newspaper, or the telephone book. Buyers usually want to purchase a product soon. You may observe such decisive customers walking directly towards the item they want. They tend to welcome assistance in locating the product they want to purchase. When you identify such a customer, offer immediate and friendly service. You need to give accurate information rather than delivering a “hard sell” since further convincing is not needed. Instead, let the customer do the talking and you do the listening.

Searchers

Those who are undecided about what to buy will often look around at different items with interest. They may have a general idea of what they would like, but no specifics. For example, a searcher may need a gift for a baby shower but has nothing definite in mind. Or, a customer may be looking for a VCR without knowing the brand, model, or price. Such customers welcome suggestions.

Ask searching questions to determine what the customer likes and needs. Then, use your imagination. The customer searching for a baby gift may not know what types of gifts are appropriate; you might suggest clothes, accessories, jewellery or toys. Such features as ease-of-use or low price may attract the customer looking for a VCR. Help the customer come to a decision by “turning in” to help the customer narrow their focus.

Browsers

Those who have no need in mind are “just looking”. They have come to the store for entertainment. Shopping around is fun for browsers. Some may have little product knowledge but are working on developing their awareness of both products and prices. Others may have a lot of product knowledge but still enjoy browsing. Welcome browsers and make yourself available to answer any questions they might have. Do not try to pressure them into telling you what they are looking for. Generally, browsers like to be left alone. But you should still greet them and try to engage them in conversation. Although they may not buy anything, they may return at another time to purchase something if you make a good impression.