HOW TO GREET AND SERVE CUSTOMERS IN YOUR RETAIL BUSINESS

Greeting customers and customer service is different in a newsXpress business compared to an average newsagency because our businesses are different. There is no better way to reinforce the difference than in shop-floor customer service. Here are out tips for engaged shop-floor customer service.

1. At busy times have a designated greeter working at the front of the shop to naturally greet while pricing or doing some other valuable work. The work can include pricing, refreshing a display, playing with (demonstrating) a product.
2. Make eye contact with all who enter.
3. Smile at all who enter.
4. Cheerfully work with customers on their mobile phones rather than being rude toward them. A customer is a customer.
5. Be age appropriate in communication. For example, older women are not guys. Gen Y does not warm to the term mate.
6. Share product knowledge without being intrusive.
7. Whatever you say has to be about them and not you.
8. Do not interrupt conversations between customers.
9. Never voice a negative thought. If people comment business is slow or retail is dead, answer with we’re in good shape, we’re loving it here or we’re having fun or similar.
10. Don’t complain.
11. Don’t complain about music playing, especially Christmas music – it’s for customers.
12. Don’t say next to bring on the next customer, say hi!
13. Thank people as they leave, smile and say something like see you soon.
14. Don’t talk about customers to other customers.
15. Consider the APPLE way:
    • A - Approach customers with a personalised, warm welcome. 
    • P - Probe politely to understand all the customer's needs. 
    • P - Present a solution for the customer to take home today. 
    • L - Listen for and resolve any issues or concerns.
    • E - End with a fond farewell and an invitation to return.