Edge Retail Academy Blog

Clienteling

Today’s retailers are faced with the difficult challenge of keeping shoppers engaged. The marketplace is larger and more competitive than ever before. If you could increase your sales by 20% or more, would you like that? Of course you would! Would your sales people be happy to know that they could increase their sales by 20% or more and earn more money? Of course they would! Stores that increase their sales each year, rely on clienteling, to ensure success.

The power of clienteling is real. It is purely an extension of continuing the rapport with your customer. If you merely call them back when they call you, you’ve slipped into a passive role. Understanding and meeting their needs is only part of the successful sales dynamic; it’s essential to monitor the relationship with frequent contact to make sure your clients are still happy with the product or service and to address new needs that arise.

To get the best results in doing this, your staff will need to have a clienteling system and excellent time management. This may employ different tools and techniques to adapt to these positive changes.

Below are suggestions on improving their time management. Remember we are looking for the greatest “return on effort” to improve their time efficiency, which in turn will give you a better “return on investment”.

• Do paperwork before and after the key selling hours
• Keep the number and length of breaks to a minimum
• Hold lunches to a reasonable length
• Avoid slow starts in the morning and quitting early in the afternoon
• Resist the impulse to stop selling when:
a. The weather is good or bad
b. Sales are off
c. Sales are good
• Stop personal business during the prime selling time
• Delegate the nonessential service or work that can be turned over to the support staff
• Be cautious about taking on jobs that reduce your selling time without adding to your sale success

Analyze the results on any of the above and make the changes that will save you the most time. Saved time equates to more selling time and that’s where productivity through better time management pays off.

Four Key Customer Groups

• Female Self-Purchasers
• Male Special Occasion Buyers
• Bridal Customer
• Repair Customer

Clienteling Message

Be sure you have the right message in the right medium. Do your clients prefer a phone call? A Text? An Email? Something in the mail? Find out!

Service:
• Create traffic and sales through service-oriented contact.
• When clienteling is executed appropriately, it’s all about servicing the client.
• If clienteling is just about a sale, it’s just about YOU. It must be about doing something for the customer.

Convenience:
• Make it easier and more efficient for people to do business with you.
• Stay top of mind – when people remember the relationship and experience in your store, as well as the contact you make, you will be their 1st choice!
• Maintain a gentle presence just in case they need you.

Women vs. Men Buyers

Women are browsers and impulse shoppers:
• Make sure they’re browsing in YOUR store!
• Create service calls just for these customers.
• Every time a woman comes into your store you have the opportunity to:
• Sell her something (for herself or others)
• Perform a service
• Get to know her better
• Update her Wish List

Men are not shoppers, they’re buyers:
•Easy
• Quick
• Every time men come into your store:
• Know what you’re going to show him before you call him
• Don’t turn a buying trip into a shopping trip
• Offer solutions, not just suggestions
• Ensure he’s “successful” and “the hero”

Practice makes perfect. If you are not contacting your customer to earn their business…you can bet another company is! Help your team learn how to effectively clientele, and they will be more successful. If you need further help with training your staff on this topic or any other area, to ensure more sales success, please contact The Edge Retail Academy at Inquiries@EdgeRetailAcademy or 877-569-8657, Ext. 1.

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