Approach Techniques

Greeting Approach

• Welcome the customer to the store.
• Be available to answer questions.
• Smile and be friendly.

Service Approach

• Ask if assistance is needed.
• How may I help you?
• Ask open-ended questions.

MERCHANDISE (THEME) APPROACH

• Make a comment about customer interest.
• Tell about features or buying motives.
• Focus on customer interest.

QUESTION DO'S AND DONT'S

• Open-ended Questions: Do: What do you dislike about .....? Don't: Do you like the.....you have now?
• Qualifying Questions: Do: Am I correct in assuming....? Don't: So, you want....?
• Number of Questions: Do: Tell me what features you want in.....? Don't: What size, price, etc?
• Sensitive Questions: Do: What functions do you use most? Don't: How much can you afford for a new.....?

APPROACH TIPS & TRICKS

• Treat customers as individuals.
• Be aware of the customer's personality and buying style.
• Maintain good eye contact and show friendliness.
• Learn the customer's name.
• Grab the customer's attention.