ARTICLES

For most of us, the following suggestions might seem like common sense, however, shockingly the customer care blunders that they represent remain commonplace and we here at ShopAware.com would like to do our part in banishing them from the marketplace. 

 

1)     NEVER ASK A FEMALE CUSTOMER ‘HOW FAR ALONG ARE YOU’ unless you are absolutely certain that they are indeed pregnant (and the only way to really know for sure is if the customer brings it up in conversation first). I have seen this error occur far too many times and everyone that is involved in a situation like this is embarrassed and uncomfortable as a result.

 

2)     Avoid using terms like “ma’am”. To some of us, saying ‘Have a nice day “ma’am” can be akin to saying ‘Have a nice day “old lady” and don’t forget to pick up some Geritol on your way home’. If you are dealing with a customer who is older then yourself, however, not elderly, I suggest using miss instead of ma’am. Better to risk flattery than offense.

 

3)     Along the same lines, never, NEVER, ask a customer if they want to take advantage of the senior’s discount. If the customer is too young for the senior’s discount, you have likely really offended them, on the other hand, I know of several people who could take advantage of such discounts but do not as a matter of pride.

 

4)     Don’t make an assumption that an item that is being purchased must be for someone else. For example, don’t say something like, ‘Oh, are you purchasing that for your daughter?’ The inference can be that the item is not suitable for a person of their age. The same question can be asked without any inferences by saying: ‘Is this for yourself, or is it a gift?’ 

 

5)     Ask what size a person is before assuming a size that is larger than the person wears. If you are asked to estimate a size, then proceed with caution. If you have time to go back and forth to the racks to get different sizes, estimate low. It’s always nice to know that you look 2 sizes smaller than you really are.

 

6)     Be very careful when making any suggestions as to a new style direction. This can be done if it is done carefully. First, ask about the kinds of styles they currently prefer, then it can be followed by “Have you ever considered this style?” If the answer is an emphatic no, then move on.

 

7)     If you are a sales rep who works on commission, then you must walk the fine line of being attentive without stalking the customer. Be very conscious and respectful of a customer’s space. You might also want to work out an arrangement with your co-workers to share commissions if more than one of you are assisting a client.  A client should never be aware that an establishment works on a commission basis as this creates distrust in the opinions of the salespeople and discomfort towards the entire store.