Higher ACT (Average Customer Transaction)
The Five Steps:
1. Greet the customer within 5 seconds
- This lets the customer know that you see them and that you care.
- Use a warm and happy greeting
- Make eye contact with the customer
- Even if you have a line of people look-up and greet the customer that just walked in the door.
- The greeting sets the mood for the customer’s interaction.
2. Have more customer engagement
- Introduce yourself to the customer
- Ask for the customer’s name! (Customers spend more money when you use their first name during the interaction.)
3. Sell to the customer’s need not their wants
- Ask open ended questions to find out what their needs are.
- Example: What brings you in today? Can I help you find something? Is there something in particular that you need?
- Focus on selling the customer’s needs. This will create a relationship.
- Find out the customers Why? And What?
4. Introduce the customers to other products and services
- Do not forget this step.
- It lets the customer know about the other product and service that you offer
- This can trigger a need or a want that you did not recognize before.
- Introduce products and services that compliments their original need.
- You can also introduce them to impulse items at the register.
5. Thank the customer and give them a bounce back
- At the end of the transaction always thank the customer and ask them to come back
- Ask the customer to leave a review if they had a good experience with you.
- Give some sort of bounce back or coupon with the receipt.
- The bounce back can just be informational only
- Use a simple talk track to help reinforce the bounce back.
- Example: Employee: Did you know we have notary service? Customer: Yes or No Employee: Great if you need a notary in the future please come back to see us.
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