Many store employees, especially the less experienced ones get overwhelmed
on busy days where customers outnumber them ten to one.
Here’s a simple yet very successful tactic that not only addresses customer
service issues but prevents the potential of external theft by seasoned
shoplifters who target busy stores.
Firstly, staff must make an effort to greet and acknowledge every
customer as they enter the store. A brief introduction and a quick
question about what the customer is looking for today will enable the
employee to show the customer where the merchandise in question is
located. The employee can inform the customer if any items of interest
are on sale as well, or any new arrivals.
This is called the “Assignment” customer service strategy. The employee
gives the customer an assignment. Usually they can point them to the
appropriate section, advise them that there are some new items and
perhaps what is on sale. The employee closes by advising that they’ll be
with them in a few minutes, after they finish with their current customer.
This procedure can enable an employee to effectively handle many customers
on busy days by rotating from one to another. It’s not as ideal as an intimate
one on one discussion with only one customer during slower periods, but far
better than neglecting new customers as they enter the store. When you
acknowledge them and ask them to take a look at the section in question,
they are temporarily taken care of until you can return to them. If a customer
tells you they are “just looking” chances are, their demands are a little more
casual. Even in this case, you can tell them about new arrivals that may be
of interest to them and let them know you’ll come back and see them as
soon as you finish with another customer or two.
Another benefit of the “Assignment” strategy is that potential shoplifters
once approached and acknowledged will likely leave your store and seek
another retailer that allows them to wander a store without any
acknowledgement or interaction by staff.
Once this strategy is mastered, staff can handle many customers on
busy days, particularly during the Christmas season.
TAKE ACTION TODAY:
Train staff to excuse themselves from current customers
and quickly acknowledge new customers.
Get them to ask if they are looking for anything in particular
and give the customer an “assignment”.
Advise the customer that you will return shortly and return
to your original customer(s).
Check back with the new customer(s) and see how their
“assignment” is going.
Get staff to master The Assignment Strategy. They can
handle many customers with this concept.
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