By Robin Sam
WHENEVER I walk into a store, if a sales executive pops up before me and asks, ‘Sir, what do you need?’ the first thing I want to tell him is: ‘I want a ticket to Mars, can you help?’
First things first. I think it’s impolite to ask a customer what he wants. A better way to deal with a customer is: ‘Good morning, I’m Robert (or whatever). How may I help you?’
My wife, whenever she accompanies me on these shopping tours, knows my blood pressure is rising and keeps me in check with a, ‘Relax, they’re only doing their duty.’
Duty-bound sales executives should also know a thing or two about timing. Don’t be impatient. You don’t pounce on a customer who has just stepped into your store. Give him some time. Let him saunter in, catch his breath and take in the view of your products on display. Then, when he looks around for help, you can appear before him.
And, please cut the ‘What do you need?’ crap. No one walks into an electronic appliances store to buy an adult diaper. He knows why he is there and he will tell you. Until, then be patient. Or ask him how you can help him.
There are words and phrases that you should never use with a customer. I have compiled a few of them.
1. That’s not so bad
If a customer points to a thread that’s coming off a shirt, please do not tell him, ‘It’s not so bad.’ Simply show him other shirts on display. Studies have shown that customers who perceive indifference on the part of the sales representatives leave a business relationship. If it is bad for the customer, it is bad for you. Please do not justify saying: ‘It’s not so bad as you think.’ You will only make the tear worse.
2. I will tell them
When a customer brings up a complaint against a product or a service that your company has offered him, take him aside and hear him out. Then, take up the issue with your senior and facilitate a meeting with her. If your company policy states you take the complain in writing, please help him out with that. Do not say, ‘I will tell them.’ The customer is likely to be confused and perceive you as unhelpful. As far as the customer is concerned, you are part of the company and it’s face. Telling him ‘I will tell them’ will only mean that you are dissociating from the problem. Instead, say something like ‘I understand. I will take it up with my seniors. Can I help you with registering the complaint?’
3. You’re wrong
It was Swiss hotelier César Ritz who is credited with the saying ‘Le client n’a jamais tort’ (meaning the customer is never wrong). He said it in the 1890s. Things haven’t changed much in 2023. The slogan ‘The customer is always right’ stills hold good. Never tell a customer who comes with a complaint that he is wrong. Maybe he is wrong but don’t tell him that. Hear him out patiently and then go to the root of the problem with him. If the customer is wrong, the truth will soon emerge. However, never work on the premise that the customer could be wrong. A satisfied customer is not only a repeat buyer of your product and services, he is also the biggest unpaid advertiser you can ever have. When you strive to meet the expectations of a customer, quite naturally you get an edge over your competitor.
Today, consumers have multiple options to meet their requirements. So offering high quality service to your customers is the only way you can stay in business. If you are a business owner or a solutions provider remember not to use these three phrases with your customers. | Read more similar articles |
