Higher ACT (Average Customer Transaction)The Five Steps:1. Greet the customer within 5 secondsThis lets the customer know that you see them and that you care.Use a warm and happy greetingMake eye contact with the customerEven if you have a line of people look-up and greet the customer that just walked in the door.The greeting sets the mood for the customer’s interaction.2. Have more customer engagementIntroduce yourself to the customerAsk for the customer’s name! (Customers spend more money when you use their first name during the interaction.)3. Sell to the customer’s need not their wantsAsk open ended questions to find out what their needs are.Example: What brings you in today? Can I help you find something? Is there something in particular that you need?Focus on selling the customer’s needs. This will create a relationship.Find out the customers Why? And What?4. Introduce the customers to other products and servicesDo not forget this step.It lets the customer know about the other product and service that you offerThis can trigger a need or a want that you did not recognize before.Introduce products and services that compliments their original need.You can also introduce them to impulse items at the register.5. Thank the customer and give them a bounce backAt the end of the transaction always thank the customer and ask them to come backAsk the customer to leave a review if they had a good experience with you.Give some sort of bounce back or coupon with the receipt.The bounce back can just be informational onlyUse a simple talk track to help reinforce the bounce back.Example: Employee: Did you know we have notary service? Customer: Yes or No Employee: Great if you need a notary in the future please come back to see us.I am inviting you to check out my resources page. It is completely FREE and has a ton information and some downloads. You can find it at resources.xpansioncode.com.I will be releasing new episodes every Monday, Wednesday and Friday!
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