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QX | Dealer Customer Service Program MODULE 3 – The Retail Experience
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Capture customers’ interest
Make customers feel important
Build interest with signage in the window asking customers to inquire within about
a special offer or discount. Or ask customers to complete a two-minute survey at
checkout to fi nd out what other products they need or want that you don’t carry.
As a reward for taking the survey, offer a 15% discount off their next in-store
purchase.
Acknowledge customers within the fi rst two minutes they enter your store. Give them a warm welcome and
let them know you are available if they have any questions. Make eye contact and smile. These are techniques
proven effective by high end retailers. Personal attention is important to older consumers who prefer to do
business face-to-face. They value the personal relationship with the service provider, and they want to know that
someone at the store cares about them.
DidYouKnow?
33% of people can’t fi nd a salesperson when
they shop and 25% are ignored by associates.
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DEALER/OWNER TIP
Consider having your staff wear white lab coats to
show they are experts. With Medline’s on-line training
curriculum, staff can receive certi cation as incontinence
care professionals (ICPs).
4. Palma M. Not Very Surprising Customer Service Statistics. April 30, 2008. Customers Are Always website. Available at: http//www.
customersarealways.com/2008/04/not_very_surprising_customer_s.html. Accessed August 25, 2011.