Why asking "can I help you" costs retailers millions of dollars every year
Updated: Sep 8, 2021
"Can I help you?"
How many times have you heard this question in your life?
Hundreds? Probably thousands if you have been on the planet as long as I have.
And how many times have you automatically replied "no thanks - just looking"?
So why do salespeople continue to ask the question they know will get that answer 8 out of 10 times?
Maybe because they then do not have to do anything as a result! They have done their job by approaching a customer - who has then rejected their advance - and now they are off the hook. Back to their coffee.
That, or they have been trained to do it, because the business doesn't know any different. Good polite customer service, right?
Yet that simple exchange must cost retailers millions of dollars a year in this country.
Why? Think about it like this. What would happen if you asked a different question?
Something like "Hi, have you visited our shop before?"
Whatever they answer your sales person now has permission to pursue the conversation...
"No? Great, because we have a special offer on right now for new visitors. Would you like to hear about it?"
Yes? Great, because right now we have a loyal customer special running. Would you like to hear about it?"
And of course you have something planned to offer them, regardless of whether they are a new or returning customer.
Now, want to have a guess at how much sales will go up in this store?
On average between 10% and 16%. What does an increase in turnover like that do for a business 𝘸𝘪𝘵𝘩 𝘯𝘰 𝘢𝘥𝘥𝘪𝘵𝘪𝘰𝘯𝘢𝘭 𝘤𝘰𝘴𝘵𝘴 𝘪𝘯𝘷𝘰𝘭𝘷𝘦𝘥?
So ask yourself, what dialogue does your sales team use that might actually be losing you sales?
There are dozens of strategies like these to help retail businesses sell more.
And at The Hawke's Bay Profit Club we are quite happy to share them with you.