Advice for delivering a more memorable retail experience with bill payment services - prepaid cellular companies.
Here are some actions you can take to improve your customer's experience in your store and increase sales productivity at the same time.
1. Engage every customer as if he/she is a buyer. Remember, there's no such thing as lookers. The minute we label a customer as a looker we've already decided she isn't buying. Most customer are "just looking" because that's what they've been programmed to do. There are buyers and there are potential buyers but there is no such thing as lookers.
2. Talk with the customer about what she/he needs to know, not about what you know. When I visit a store I watch to see if salespeople adjust what they say based upon the customer's needs. Some retail salespeople say the same thing over and over to the customer throughout the day no matter what the customer says he needs or wants. This almost always results in the customer having to deal with more information than he needs, which almost always results in taking much longer than necessary to make a sale or not making a sale at all. The customer doesn't need to know everything you know. He just needs to know enough to make a well-informed decision.
3. Get whatever you sell (or an extension of it) in the customers' hands. Nothing transfers ownership more than touching, feeling, holding, or trying on the product than a person is thinking about buying. Here's an example. Say you are considering buying a high-definition flat screen television. At retailer number one they show you a television with a great picture and tell you all about the features and benefits of that set. At retailer number two they show you a television with a great picture and tell you about the features and benefits of that set. Then they put the television's remote control in your hand and show you how simple it is to use. Which retailer has got you mentally closer to buying the television? Obviously number two. This holds true with whatever you sell.
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