Holiday shopping is different than shopping during other times of the year. There are shoppers who don’t step foot into a store the other 51 weeks of the year and even veteran shoppers act differently during the holidays. Because of that, a salesperson might believe that the holidays are not the ideal time to establish a rapport that will eventually lead to a repeat customer base. That belief would be misguided.
The holidays are the perfect time to establish a customer base that will come back to see you in April, July or September.
Many people get extremely frustrated with holiday shopping, and a lot of it has to do with the lack of customer service they get at various locations. Too many salespeople are just trying to get through the holidays or they are trying to sell to as many people as possible to increase their commission.
The professional salesperson, though, sees the holidays as an opportunity for both today and tomorrow. Let’s say a customer comes to see you looking for a necklace for his wife and has grown frustrated by all of the places he’s visited.
If you are willing to listen and work with the customer to get him exactly what he wants, then chances are that customer is going to remember you when he has more jewelry needs. Chances are he’s going to come see you again in May when his daughter is graduating from college and he is seeking a gift for her.
It will go a long way with any customer is a salesperson takes the time during the crazy holiday season to ensure that they are getting exactly what they want. The customer may not remember it at that very moment as they are running out of the store on their way to another holiday party, but they will remember it at some point.
They will remember the customer service you provided when no one else would, they will remember the time you took to answer every question when there was so many other things going on, and they will remember that it was you who got them what they wanted.
The holidays are crazy for everyone, including salespeople, but if you take the time with each customer, then chances are you will see them again down the road.
FINAO – Brad Huisken
NOTE: This content originally appeared on IAS Training and is re-posted here with permission.