Our company brought in a consultant to do sales training for our store. For some reason, we'd been getting some complaints from customers.
Consultant: My job in this training is to help your store improve its customer satisfaction, so that it can attract and retain more customers. When you interact with customers, you represent this store. It is very important that, from the get-go, customers are greeted in a friendly and positive way.
Employee: Sometimes, people are really rude. They don't even say “hello” back.
Consultant: That may be true, but it's still your job to make them feel welcomed. Each customer should feel that a salesperson is attentive and trying to meet their needs.
Employee: Some of them don't even know what they want. They wander around and waste our time.
Consultant: Part of your job is to help them define their needs, offer them options, and lead them to a decision. I know that you're not working on commission, but this is a very important part of your job.
Employee: You mean I have to hold their hand the whole time they're in the store? Who am I, their mother?
Consultant: I can see that we have a lot of work to do. Let's get started.
