Page 14 - AVN Intimate Summer 2018

FEATURE
Rush to Judgment
You only have 30 seconds to make a good first impression
Afamous saying from distinguished actor and
writer Will Rogers goes, “You never get a second
chance to make a first impression.” In fact, many
people make a judgment within four seconds of
meeting someone new and that opinion is often finalized
within 30 seconds of the initial contact. It only takes a
few moments for someone to decide if they like you,
which can make working at a retail store very stressful. A
positive first impression becomes an important first step
when building a fruitful relationship with customers and
ensuring the store’s continued success. In an effort to ease
customer service stress, here are some tips that you can put
into practice today to make a good first impression with
customers.
Smile
A smile is contagious. It seems so simple, but it’s so
important. Greeting customers with a genuine smile helps
the customer feel at ease and welcomes them into your store.
Starting the conversation with a smile makes you come
across as friendly and approachable, laying the groundwork
for a more positive interaction.
LET Them SpEAk FiRST
Let the customer lead the conversation. Asking good
questions helps the conversation naturally evolve. Taking
control of the discussion can discourage customers and make
them feel unheard. Trust and good feelings are created when
people feel understood. The customer needs to be doing a lot
of talking for that to happen.
Active LiSTEning
Concentrate on what the other person is saying rather
than thinking of what you will say next. Asking questions
14 | INTIMATE | SUMMER 2018
or checking for understanding and agreement shows that you’re listening. Resist
jumping in to offer advice or a solution right away. This can shut the other person
down, making for a frustrated customer—and a lost sale.
Body LangUAge
Be aware of your body language, expressions and tone of voice. Using open body
language gives customers nonverbal cues that you are interested in what they are
saying and are willing to help. This will draw people in and help them feel more
comfortable. Avoid crossing your arms or putting your hands on your hips and keep
eye contact the focus.
Trust and good feelings are created when
people feel understood. The customer needs
to be doing a lot of talking for that to happen.
RememBER Their Name
It is always nice when people remember your name, so try and ask your customers
their names and then refer to them by name throughout the conversation. People
feel validated when the person they’re speaking with uses their name. If you’re good
with names and not with faces, create a memory game to help you remember. It’s OK
to ask them for their name again right after you hear it.
Be an ExpERT
Learn as much as you can about the products you carry and how best to use them.
Make sure you know more about your business than the customer does, even if it
is not directly related to your responsibilities. If you don’t know the answer to a
customer’s question, it is perfectly OK to say “I don’t know” and that you will find
someone that does know. Do not lie or make up an answer.
This article originally appeared in the adult distributor Eldorado Trading Company’s monthly
newsletter. To sign up for the newsletter, email marketing@eldorado.net.