7 Steps to Stop a Customer From Buying Nothing

Recently I was in Covent Garden and I decided to pop into French Connection while I was there.  I am very glad that I did so as I received star quality service from one particular staff member.  I had seen a navy blue silky top in the sale in another store and wanted to see if they had it in my size.

  1. Welcome the customer when they arrive

As soon as I arrived in the ladies’ department, the staff member took the opportunity to smile at me and say, “Hello.”  I immediately felt important.

  1. Offer assistance

Once I had browsed for a minute, the staff member approached me casually and advised me that she was available to assist if I needed any help with sizes.  She did this in a very polite way that was not intrusive.

  1. Stop the customer on their way out of the store

Once I had browsed the store I realised that they did not have the navy blue silk top that I was looking for.  I made my way out of the store.  Just as I was leaving, the staff member asked me if I had been looking for anything in particular.

  1. Know your stock

I told the staff member about the navy blue top.  She knew exactly what top I was talking about and she led me to where she thought it would be.  She said that she thought they had three of them left.  She clearly knew her stock!

  1. Think of alternative solutions to the customer’s need

When the staff member found that the top was not on display, she checked my size and then went to see if it was in the stock room.  When she couldn’t find it there, she listed three nearby stores that I could try.

  1. Work as a team

When I told the staff member that I had already checked those stores, she asked her colleague to double check whether they had the top.  Her colleague suggested one other place that she could check.  The staff member was still unable to find the top.

  1. Offer something similar to what the customer originally requested

The staff member then suggested a similar top that I might like instead.  I said that I was not keen on the alternative.

I left the store without making a purchase.  However I was very impressed by the staff member’s dedication to her work and she made a big effort to find a solution for me.  She did all of the above without any prompting from me and without any signs of being put out.

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