As we swing into the Christmas season, it’s important to remind front line staff in retail stores that they’ll be seeing several different types of customers that they normally don’t see. The sales staff need to understand that they’re going to have to provide more assistance to these customers.
For example, my wife loves to buy things from Chicos. I, on the other hand, don’t have a clue when I walk into that store. So, I’m going to be asking some stupid questions and I’m going to need assistance in matching colors and accessories.
Another example is a parent going into a young adult oriented store to purchase merchandise for a teenager or twenty-something.
Remind your staff that every sale this season is crucial. Instruct them to be polite, helpful, and to make suggestions for cross-selling or up-selling. Challenge them to construct an experience for that parent or husband so that the customer will not only want to come back but will spread the word to his or her friends and co-workers.
If you buy my logic, feel free to follow me on Twitter. I’m txglennross.