Good help is easy to find. You just might need some retail customer service training tips to get you there.
When you’re confident in your own ability to train your retail customer service staff you can focus on hiring the right person, not the right resume. You can look for candidates with the kind of outgoing, generous, and confident personality that can act as a bridge between your customers and your products. These traits go a long way toward creating a positive customer experience, and they don’t always come with an extensive retail history.
The greatest asset your future staff have is your knowledge of your business and your vision for the retail experience you want to create.
There are, however, a few retail customer service training tips we’ve learned that can help you pass on that knowledge in a clear and effective manner.
- Preach product passion
- Teach customer focus
- Give them something to hold
- Help your customers help themselves
- Make your retail tech accessible
You should try to personalize all these training tips so they ring true to your business. The goal, after all, is to establish a natural connection between your staff and your products.
- Preach Product Passion
Retail customer service training is a conversation, and your staff needs to be fluent in your products. Let them get hands-on with your inventory so they can find a personal connection with what they’re selling. They should be encouraged to develop favorites among your stock, to find features they genuinely appreciate, and to understand the pros and cons of each product so they can speak with your customers with real insight.
It sounds obvious, but your staff can’t assist your customers unless they know the practical answers to their questions.
- Teach Customer Focus
While it can be important to acknowledge every customer that comes within a staff member’s field of vision, you should encourage them to focus on one person at a time. Customer experience is about personal interaction, so your staff needs to learn how to carry an engagement from greeting through to sale. This ensures every step of the customer journey is given its due merit, including the final point of sale transaction – you want your customers to feel they have your full attention while you’re handling their personal banking details.
- Give Them Something to Hold
You might find it helpful to document every phase of your retail customer service training in a manual or “take-home” guide, but such things are usually too bulky to be of practical use on the floor. Instead, you could consider creating a simple one-page document or card your staff can carry with them during their first few shifts, something that contains key information, such as a customer service checklist or product and policy details. Having a physical reminder of their training tips can instill confidence in your staff.
- Help Your Customers Help Themselves
Sometimes your retail staff needs to give your customers the freedom to help themselves. Shopping is a personal, fun experience and there’s no harm in leaving a customer to browse your range at their leisure. You can teach your staff to engage every customer with a friendly greeting and maybe a personal comment but empower them to step back if the customer makes it clear they want to explore on their own.
You can further encourage this find-it-yourself excitement by installing a detailed customer-facing display. This is a simple iPad-like digital display that contains a comprehensive selection of your products, size, color, and customization options, and the ability to make direct orders. If you train your staff on how to use the display they can help your customers navigate through your entire inventory.
- Make Your Retail Tech Accessible
Today’s point of sale technology brings together every function of your business into touch-sensitive simplicity. With the right solution, you can access your register, inventory, purchasing, and staff management needs from a single point, and use the Cloud to make that point the most convenient mobile or desktop destination you prefer.
These technologies also make things far easier on your staff. By using the same point of sale tech they’d access to process a whole range of different customer payment options, your staff can also offer discounts, run exchanges and refunds, make custom orders, set up deliveries, and even access and view their work schedules.
By implementing a flexible, multi-purpose, and easy-to-use point of sale solution you can free up your staff to feel more comfortable on the job. This in turn creates a better customer experience by giving your staff the opportunity to let their personalities and product knowledge shine through.
And that’s the goal of all these retail customer service training tips – to give the right kind of people the necessary knowledge to better engage your customers.
The Best Retail Customer Service Training Tips Lead to Sales
The best advice you’ll receive about training your retail staff is always to keep the customer in mind. You possess all the product information your staff will ever need to assist your customers, so focus on delivering that knowledge in a way that encourages them to be themselves on the floor.
By giving staff the time, product access, and technical support they need to make a connection with your business, you’ll create an entire team of brand ambassadors equipped to excite your customers about your potential.
At talech, we understand your point of sales tech needs to be accessible as well as functional. The intuitive design of our tech makes it easy for you to slip between your business hours and after-hours duties so that your business works the way you want. Sign up for a free demo and find out how a better POS system can improve your business.