Can I help you?
Is this the question your staff typically asks the customer to define their needs? If so, just what kind of a question is this anyway?
I hope you can help! That’s why the customer e-mailed, called, or stopped by to see you! Worse yet, the answer to this question is yes or no, hardly a way to get the customer engaged in conversation.
Think Outside the Box
Rather than relying on this age-old method of discovering the customers’ wants and needs consider rephrasing the question to sound something like this:
- What brought you in to see us today?
- Just browsing or is there a special occasion?
- How can we make your day?
- Shopping for someone special today?
- How can I make your life easy?
At your next staff meeting, see how many interesting and creative ways you can find to rephrase the question, “Can I help you?” Asking just the right question can get the customer to smile and will get them in the mood to buy. It will also help the staff discover the best ways to assist the customer, the motive always at the heart of good customer service.
Are your employees trained to use a unique approach to start a conversation with a customer? If so, please share below!
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