4 Tips to Increase Customer Retention
2. Know your inventory … well. If you successfully open a conversation with a customer, you should know your inventory like the back of your hand. A simple way to test yourself is by entertaining multiple scenarios for a customer entering the store — e.g., I need a dress for my vacation; I need new toner for my printer; I'm buying a gift for my brother; I'm checking out what kinds of accessories you have for my phone.
When you can anticipate possible buying scenarios, you can mentally fill in the holes and have recommendations ready for your customer. The most important thing here is to be sincere. There are times (hopefully minimal) where you can't find a solution. In these situations, honesty can go a long way. Even if you don't make the sale today, you have the opportunity to make a sale with the same customer in the future because you had their best interests at heart.
3. Make them feel special. Whether you're pushing a loyalty program or trying to obtain customer information, make shoppers feel like they're gaining from the experience.
Phrase your pitch similar to your greeting, where "no" isn't an option. For example, "Your purchase qualifies you for our next round of upcoming specials! Let me get you into the system so you can save 15 percent on your next purchase (or get rewarded for every purchase you make)." You can also tailor your pitch to a specific need you discovered. For example, "We just started a customer loyalty program (or insert name of program), we need to sign you up so you can get your favorite candles for free!"
Although super quick checkout can be nice at the grocery store or pharmacy, it doesn't work for most retail businesses. Use that time at checkout to leave a lasting impression with customers. Regardless of your point-of-sale system, most retailers need to ring up items and process payment. If customers are standing there anyway, turn up the charm and make their checkout a great experience.