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  • 5 Questions You Should Be Asking Your Customers

    Posted April 27, 2016 By in Customer Service With | Comments Off on 5 Questions You Should Be Asking Your Customers

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    Question Mark

     

    Engaging your customers is one of the most important things you can do in your store.  It starts with a warm welcome upon entering and should end with a genuine thank you when they leave but it’s the in-between engagement that can make real impact on your business and your brand.

     Effective questioning can help you improve your business, gain a better understanding of your market, provide insight into your competition and even bring referrals your way.

    The first rule of questioning your customer is to ask questions that will get them to respond and elaborate.  Questions that easily solicit a YES or NO answer are not the questions that should be asked.

    Logo quote

    Here are FIVE questions you should be asking your customers:

    Have you been to our store before?

    Naturally this question won’t get asked to regular or frequent shoppers but if a customer comes in that you don’t recognize, this is a great question to ask.  If a customer says ‘yes’, you can tell them about new product arrivals or new additions to the store.  If the customer says ‘no’, it gives you an opportunity to communicate what the store is about, what you have to offer and why the customer will enjoy shopping with you.

     

    How did you hear about us? 

    A new customer answering this questions can tell you a lot with their answer.  They may mention that they heard about the store via social media, from another customer or from another store.  All of these answers tell you  something valuable.

    If social media is mentioned you can ask which channel, Facebook, Twitter or Instagram so you know what’s grabbing the attention.  If the answer is another store, you might use this information to point out how your brand differs from the other and what uniqueness you can offer.

    Social Media

    What can I help you find today?

     Instead of asking “Can I help you?” which is a close-ended question that can easily solicit a NO answer, ask “What can I help you find today?”  This question allows the customer to express their need and will give you and your sales associates more opportunity to assist and fulfill that need.

    Here are a couple of other effective customer greetings that won’t turn customers off but instead will make them feel welcome and valued:

    “Good afternoon, welcome to (your store name),  feel free to look around”

      For returning customers…”Hello, nice to see you again today”

    “Thanks for coming in today. Feel free to browse the store” 

    Are there other products you’d love to see in the store?

    Every person that walks through your door is a customer or a potential customer and how they view your store and your product offering is key.  If customers continually communicate a product need it might be an opportunity that you have overlooked, especially if it’s something they can’t find anywhere else in the marketplace.

    Is there anything else I can help you with today?

    When a customer is in the process of completing their transaction, make it a point to ask them “Is there anything else I can help you with today?”.  This question may trigger the customer to remember an upcoming gift occasion or it could provide an opening for them to share something more about their shopping experience or your product assortment. Also, the customer might share a suggestion for a new product or provide an idea for enhancing a service you offer.

    Experience

    Engaging the customer with thought providing questions versus dead-end questions will shine a light on what you and your store are doing great and may help you identify areas within your business that offer opportunity and improvement.

    Brand

    Everyday is an opportunity to learn something new about your business and your brand–all you have to do is ask!

    Until next time…

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