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How to Turn New Customers Into Repeat Consumers

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How to Turn New Customers Into Repeat Consumers

  1. 1. How to Turn New Customers Into Repeat Consumers RICHARD SHAPIRO, President, The Center For Client Retention
  2. 2. Richard Shapiro, President, The Center For Client Retention
  3. 3. In this session you will learn to:  Understand that associates can make or break the retail experience  Develop proven ways to generate repeat business  Know your customer as well as your inventory
  4. 4. 6
  5. 5. • The Greet • The Assist • The Leave- Behind
  6. 6. 8 Steps to Guarantee Repeat Business 1. Make Me Feel Welcome 2. Give Me Your Full Attention 3. Answer More Than My Question 4. Know Your Stuff 5. Don’t Tell Me No
  7. 7. 8 Steps to Guarantee Repeat Business 6. Invite Me to Return 7. Show Me I Matter 8. Surprise Me in Good Ways
  8. 8. Repeat Business Tips A Baker’s Dozen The Endangered Customer: Eight Steps to Guarantee Repeat Business
  9. 9. Tip #1 Use Phone Calls to Your Business As an Opportunity to Invite a Relationship
  10. 10. Tip #2 Tailor Scripting for First Time Customers / Develop Check-list of Useful Information
  11. 11. Tip # 3 Find Out How Customers Learned About your Business
  12. 12. Tip #4 Listen for Magic Phrases This is my first time in your store I just moved into the area A friend suggested I might like to see your merchandise I looked at your website
  13. 13. Tip #5 Uncover the Story Behind the Purchase
  14. 14. Tip #6 Tell Your Staff to Never Tell the Customer “No” Without Speaking to Management
  15. 15. Tip #7 Print Business Cards for All Sales and Customer Service Associates
  16. 16. Tip #8 Conclude the Transaction Using the Customer’s Name
  17. 17. Tip #9 Segment your Customers Clients/Customers (80/20 Rule)
  18. 18. Tip #10 Provide Time for Associates to Communicate with Customers After The Transaction is Concluded
  19. 19. Tip #11 Give your Associates a Budget for Surprising Customers
  20. 20. Tip #12 Make it Easy for Customers to Speak to a Person on E-commerce Sites
  21. 21. Tip #13 The Strongest Loyalty Bond is Between Two People
  22. 22. Technology is smarter than people But, machines will never have a Customers will return when they make a human connection with another human

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