Selling candy to a kid may seem easy but let me tell you, it has some drawbacks. Hearing a parent say no triggers an immediate reaction in me where I put my hands over my ears or turn up the music in the store. Sometimes when you are driving in a car and there is a window that is slightly cracked it creates this high pitched squeal, I have grown used to this sound. In fact sometimes I use that sound to my advantage. This is my first job really selling things, and I think I have picked up a few skills along the way.
When I customer comes in I take a few moments to gauge their interest. Sometimes you can tell right away who the people are that want to have a conversation, talk about how cool the store is, or how bad the weather is outside. Other times you can see that people are there for the store and not the people inside of it. I don’t just give up on those customers and ignore them but I shift my perception. I give them their space, I don’t follow, I stay in the same place and if I see them backtrack or do another lap and quickly ask them, “Are you looking for something special or are you just browsing?” I get each answer equally. I always like to give people an easy way out of talking to me. I put myself in their shoes and I know personally that if a sales person is bothering me I will leave even if I really wanted something. When I pose that question it also gives them option to reproach me. I have given them the impression that I am here to help in anyway and if they deny my service at first they will know that I am willing to help in the future. Again putting myself in their shoes, there have been times when I walk into a store and no one acknowledges my existence. They are there for a paycheck and that’s it. That kind of tension can make a customer hesitant to ask for help. Something else that I try to make myself aware of is my level of “busyness.” When someone wants to look I try not to stare them down and track their every move. People can sense you staring and that can add discomfort. I try to have a book out to glance at and I occasionally look up to check the status of the customer. Some of these techniques could be completely wrong, but I have found that I have better conversations and customer experiences when I really allow myself to see through the customer eyes.
I am torn though because sometimes I feel myself wearing a mask, and acting the part. Hearing the same joke over and over again I find myself fake laughing or giving a chuckle of acknowledgement. I hope through this class I can address that side of sales. I can’t be blatantly unamused but I feel like it is borderline manipulation which I am uncomfortable with.
BoweryJE22
This is so interesting Katie! I always enjoy listening to your stories in class about different experiences you have in the candy store. As you talk about it, is it interesting to hear about the different dynamics that happen between parents and kids while they are in the store. Having worked at after school for program for kids, I understand how different it is to work with parents when they are doing this for their kids, etc.
I also really liked your approach to how you deal with customers. I appreciate that you are trying to treat others as they would like to be treated and I think that makes huge difference to customers. Thanks for sharing!
Coming from a FuzzyWig employee herself, you offer some great insight here, Katie. It’s good that you don’t rush people who are in the shop looking, letting them enjoy the experience is a great way to sell more.