4. Identify potential customers’
experience issue
What may escalate customers’
experience issue?
Pain points :
- Long waiting time
- Disregarding staff
- Tone of voice
- Lack of empathy
- Insufficient product information
How would we know about
customers’ pain points?
- Directly informed
- Customer research
- Surveys
5. Well-informed shoppers
- Who? Those that have been plenty research prior to their visit
- How to approach? An approach is to acknowledge their expertise and also provide info. In a way
that sounds like insider knowledge
Wanderer shoppers
- Who? Those that wander into the store without any real intention
- How to approach? Let them know that you’ll be here to assist if required and let the customer
browse around
Indecisive Shoppers
- Who? Customers who aren’t sure what to purchase or if they want to buy
- How to approach? Help them figure out what are they looking for and provide them with more info.
Common types of customers
7. Apple Store Philosophy
Apple educates their salespeople about their ultimate
responsibility being to help the customers, not sell the
products.
They encourage their staff to work at trying to determine
each customer’s needs, and go from there.
Apple explains its basic philosophy by using its name as a
handy acronym for its values.
8. A - Approach customers with a personalized warm welcome
P - Probe politely to understand all customer’s needs
P - Present a solution for the customer to take home today
L - Listen for and resolve any issues or concerns
E - End with a fond farewell and an invitation to return
