The contagious smile comes first of course. This does take some practice as it is a cardinal rule. When you greet a customer you must have a real smile; a contagious, million dollar smile on your face until it is second nature. You have to practice this without fail. Even if it means you have to stand in front of a mirror and push up the sides of your mouth every day for a few moments to practice. Use the mirror to check your style.
Learn to smile from the heart. I am not saying that you should always smile like a clown or a Cheshire cat. That kind of smile doesn’t mean a thing, it is worthless. But a smile that comes from the soul communicates itself in your expression, in your appearance and it is sincere. Do not smile in a motionless, skillful way, when within, your thoughts are on other things. When you fake a smile, there is nothing within you to make the smile genuine.
This is where your enthusiasm comes in as you must be very upbeat and cheerful. I was taught at a very young age never to say to a client or customer, “can I help you.” If they wanted help they would call 911. In reality, the hungry salesperson wants to cut to the chase not to waste his precious time. He must then tweak “can I help you” in the correct manner.
When I noticed customers walking in very fast as though they were on a mission, I already knew these were the real buyers. I always start off with them by saying, “Hi, what brings you in today?” or “can I get something for you?” I offer to get something when I feel the customer already knows what he or she wants.
Always greet a client or customer saying hi or hello. Or good morning, good afternoon, a contagious smile and correct body language. Never keep your hands in your pockets or your arms folded in front of you; do not lean or rest on a counter or other object if you are in retail.
If the customer says, “I am just looking” you must give him your name and say, “if you have any questions please call me” or “I would appreciate it if you ask for me, I will be right over here.” I tell customers I speak with to ask for me and give them my name. You want to make your customers feel that by asking for you or calling you, they will get excellent service.
When you are very polite, your customers feel comfortable with you and will call you or ask for you every time they come in. This does work because if their first impression is good and they like you, they will ask for you. If you are wearing a name badge, point to it when you give a customer your name, so he can see your name as well as hear it.
You must imprint your name in their memory banks. And when they need to call for you later they will have your name on the tip of their tongue. For if they forget your name, you did not make a strong enough impression on them and they can just go to another sales person.
What Not To Do. This is when you want your co-workers to get the client. Do Not Greet Your Customer Immediately
Do Not Greet Your Customer Immediately. You certainly want to greet every customer, however wait for your customers to orient themselves in your space, get themselves situated, and begin to take stock of their surroundings. Once it seems like they are settled and ready to start shopping, hit them with your greeting. This is how you lose sales if you have other sales people working the same area.
