A crucial factor that can make or break any retail business is the quality customer service. Numerous statistics suggest that the majority of customers are more likely to repeat purchases as well as suggest to others if they are fulfilled and satisfied with the customer services offered to them by the company.
Sales staff management, product promoters, merchandising, and the overall experience and atmosphere of the store are some of the factors that can either influence your customers or scare them away to enter your retail store again. Customer oriented services hold influential powers that will shape the perception of your customers about your offerings and make up your brand’s reputation.
In this article we will learn some of the examples of good customer service in retail service and merchandising that will help you understand customers’ exact requirements to ensure that they enter your premises again and encourage others to do so.
- Communicate well.
Being transparent with your services and products goes without saying as it is the first step in developing a good relationship with your customers. Striking a conversation with your customers to know their likes is a good way to get the insight of their recommendations so that you can stay up to date with the new trends and fashion.
- Market using simple strategies.
One simple acronym we use in the retail service is of features, advantages, and benefits, in short FAB. It is quite simple, features are the exciting parts of the products that you are trying to sell, more attractive the features, the more sales you will count in, hence product promoters must focus on highlighting the advantages and features of the products and the benefits that the customers will get by buying the products.
- Respond to feedback.
Influencing your customers also includes responding to the feedback punctually. Whether it is a positive thankful note or a complaint regarding your products, solving problems and providing the solutions as fast as possible to your customers will make them feel seen and heard.
Despite that, providing acknowledgement to the feedback will positively impact your reputation in the market.
- Maintain good relationships with other local shoppers.
Why is it important to build a healthy connection with other local shoppers? If you are entering the market of retail service without any previous experience then you are more likely to still have to understand and find out different ways to stay still in the market. By having conversations with other shoppers you will be able to recognise competition in the market and what different ways they are doing to influence their customers.
- Recognize and reward loyal customers.
We all know the 80-20 rule right? 20% customers of your retail store are the ones driving the 80% sales. This is the reason it is so important to encourage customer loyalty. Recognising your loyal customers by offering them great deals and rewards will encourage them to continue shopping and recommend your retail store and services to their friends, family and acquaintances.
You can offer them gift cards, discounts or other accessories and personalized gifts as an act of thanking them for being loyal and trusting your services.
With all points concerned, good customer service doesn’t end here. There are a lot more that you can do for your customers to make them trust you, such as find creative ways to deal with return policy, add personal touch in your products to influence customers with your authenticity, of a ‘try before you buy’ schemes to let your customers experience perfection, send them handwritten thank you note for their loyalty, etc. Be authentic and discover different ways to satisfy your customers.