satisfied customer - a guarantee of successful trading

It would appear on the shelves of a full order, the suppliers 'built', the authorities in awe of your company and customers is less than desirable.

Meanwhile, the reason for this is obvious: a vanity buried the purpose of existence of any trading point - the satisfaction of the customer's interests. We offer you excerpts from Chapter V, dedicated to customer retention tactics, the famous American book "In the shadow of Wal-Mart."

Every store owner, regardless of the format of its point of sale, should remember that the customer service is worthy - not only the main purpose, but also the basis of the existence of its business. Apparently, this is what many owners forget supermarkets, losing sight of such an important component of successful trading as an individual approach to each customer. Yet just at the supermarket owner has a significant advantage over the large chains and discounters - the ability to encircle in his shop all visitors with care and attention.

Far-sighted businessmen regard every contact with a customer not as a single event, but as an opportunity to build long-term and mutually beneficial cooperation.

It is also important that small business owners are usually much better positioned than the retail giants, and can not only offer customers the required type of service, but also to establish a trusting relationship with their customers. Buyers come to where they are waiting for and appreciate. Do not forget about it. Build your business so that discerning buyers who always have a choice of where and how to spend their money and time, it came to you. Ensure that they are not just good, but very good service (not to mention the assortment) for which they are happy to pay more.

fundamental truths

In the face of fierce competition in the retail quality of customer service is often the deciding factor in the choice of a particular store.

In addition, one should bear in mind the following rules, "suggested by" the practice of successful trading business.

Most people agree when making a purchase to pay more (up to 10% or more) for good service.

If the buyer is one of like shopping it is in your store, it is likely to come back again, and your marketing costs as a result will be much less.

To get a new customer costs 5 times more expensive than to keep existing.

Satisfied customer will tell about your store to your friends and, therefore, you will have less advertising costs.

Experts believe that business is losing at least 30% of potential income due to the poor attitude towards customers.

The main reason for reducing the number of your customers - bad service.

Conquest buyer confidence

The essence of good customer service is really very simple. Treat them with respect anticipates their wants and needs, and do everything to chat with you (ie, your managers and sellers) was easy and enjoyable as much as possible. Not such a complex science, rather - the golden rule.

Make sure that your staff is interested in each buyer. Never tired of repeating that the client - is the foundation of business and the only asset that has a long-term and stable costs, because customers generate profits and are practically your "employers".

Develop principles of trade for your store that will help you meet the needs of customers. Please rate each "political" solution in terms of usefulness for each client.

For example, develop a competent technology goods return. If you need to return the goods 4 signatures sellers, managers and so on. N. And a lengthy statement, certified by the customer's own, it is, of course, will annoy customers, because they more pleasant and easier to deal with a company that respects their time and opinion .

We suggest you include the following items in your "script" with customers.

Find good employees, train them and treat them as superstars. Thank your employees. The realization that you are appreciated - a very serious motivation for employees. Never miss an opportunity to praise them.

Remember that buyers for your employees - this is your company.

Give your employees the full information about the products offered by them. Nothing annoys buyers as time wasted in the shop where the staff did not know anything about the properties of the advertised goods offered on it or point of sale discounts.

Always "keep finger on the pulse", watch how sales are going. Buying interest opinion, ask what they think about the company. Take their responses into account and adjust their business in accordance with them.

Every day, ponder, and proposed activities and tricks to surprise or delight potential buyers.

Be responsible and binding. Do not promise what you can not fulfill, and follow more than you promise.

Learn the name of your loyalty and use that information to their advantage. When a customer pays by check or credit card, even in large stores call it by name and thank you for purchasing. It makes a good impression, as everyone loves that he had been approached personally.

Be polite, friendly and welcoming. Vulnerable point of many buyers - the habit of neglect towards them trade workers and inferiority complex. Make each person you serve, felt as if he was here the most important.

Be efficient and most time buyers. In our age of rapid time - the most valuable thing. None of the clients have neither the time nor the inclination to wait at the cash desk or counter, while pay attention to it.

roles

Hiring the right people - that's the main task of the business owner. Not everyone in the strength of character, habits, and finally, the mental faculties can competently serve customers.

To work with clients should strive to choose those who naturally smiling while talking, leading a healthy lifestyle and loves people. If you can attract to work in the hall just such employees and teach them the techniques required for competent customer service, you will bypass a lot of retail giants, because they often hire ill-trained and poorly motivated staff.

Since the training, inspiring your every employee that any buyer - it is his guest that deal with it you need extremely respectful and friendly, that the success of the overall business is dependent on its ability to serve the client, and that, finally, his salary depends on the quality of customer service they .

Provide your employees the right to independently solve problems and teach them to do it. Employees who are not taught this, always fail. Discuss not only the action but also to approach them, the motivation. Teach employee to treat a customer that he had a desire to everyone you meet to talk about your wonderful service.