‘Do you want Fries with that’ is one of the most important techniques in keeping your customers happy

When you ensure your customers have everything they need before checking out, you’re doing them an enormous favour (not to mention in increasing your Average Ticket Size).

In our stores this spring, our entire team has been attending our spring training sessions. Recently, during a session, we had a great discussion about selling additional items to customers and how it was truly a service to them.

At my stores, our company purpose is to find solutions that provide enjoyment, relaxation and a sense of pride to our customers. Customer service is our number one value. Our staff knows that when we are serving a customer, we must always remember our purpose and do everything we can in order to ensure success for our customers. Most often, that means suggesting other items that will ensure that they are successful and get the most out of their purchase.

I remember one time when I bought a Christmas gift for my daughter. I was in a hurry so I ran in, grabbed the item and paid for it. The young man at the checkout asked if I found everything I was looking for and rang me through. When I got home, I realized that the gift needed batteries. I was not happy! Because I’m such a stickler for these things, I drove back and out of frustration (blame it on the holiday season stress), gave the guy a bit of a hard time. I asked if he knew the toy needed batteries and when he told me he did, I then went on to ask him why he didn’t remind me of this and ask if I needed batteries for the toy. I told him very directly that I was NOT happy with the service and this was a huge inconvenience for me. In light of this story, does your staff know this? Do they know that serving their customers best means that they should do everything they can to ensure success for their customers?

This is what I think of every time I see a customer in one of our stores buying a tree without fertilizer, compost and a tree stake, someone buying flowers without some fertilizer and an applicator or someone buying mulch without weed barrier in hand. Your team needs to be constantly reminded that the next time they’re serving a customer, they should think about what the customer needs to be successful. Tell them not to sell them anything they don’t need. Instead, they should suggest things that will help their customers be successful so they can brag about their purchase to their friends and family.

We tell our sales people that your end goal should be to make your customer extremely successful in their gardens. And when our customers are asked by friends and family where they bought such wonderful flowers, they can answer “I bought them from a very knowledgeable young lady down at Green Village Home & Garden”.

Now that’s success all around – for your customer and for your store!

Andy

Interesting reads from around the web:

Do You Want Fries That

30 Seconds to Significant Sales – How to up-sell without turning off your customer

How To Upsell