Retail Sales and 'I'm just looking!'

By Bruce King | 21 July 2022

If you're in the retail business, then I'm prepared to make a hefty wager that you've heard the words 'I'm just looking' many times when you first greet a potential customer.

If you're in the retail business, then I'm prepared to make a hefty wager that you've heard the words 'I'm just looking' many times when you first greet a potential customer.

I hope you don't get upset when you hear this. You've probably said it yourself many times when you've been shopping around, and so you know it's almost a natural and automatic response to a salesperson who's working the shop floor.

So, what can you do to disrupt this auto-response mechanism and establish some immediate rapport? Here's a few suggestions.

Firstly, change your welcome greeting

If you are using common openings like “How may I help you?” or “Do you need any help?” you are just asking for the auto “I'm just looking” response. Most salespeople use these, most customers have heard them a thousand times and you need to be different.

So, what greeting can you use instead?

Sure, it needs a little more thought than trotting out the 'same old, same old'. But not that much more. For example:

Suppose someone is looking at your mobile telephones. You could day something along the lines of “They're getting smaller and more stylish all the time, aren't they?”.

Supposing you sell beds. How about “Have you come in today looking for the best night sleep ever?”

What if someone is looking at your shirts? How about “That shirt you're looking at is one of the most comfortable and stylish shirts I've ever worn. Would you like me to open the packet so you can feel the quality?”

Now think about your products and what you can say, or what question you can ask to draw the customer into a conversation with you.

Secondly, introduce humour into your greeting.

By introducing humour, you overcome possible buying barriers that may already exist with your customer.

Here's a few examples to use after the 'just looking response'.

“Take as long as you like please. But if you have any questions PLEASE ask me. I need to look busy or I might get fired!”

“Good idea, feel free. That's one of the few things the Government hasn't managed to tax yet. Fill your boots/ handbag/ shopping bag!”

“That's what my wife / husband always says. And she/he ends up costing me a fortune. So be careful what you're looking at (laugh)'”

Creating an effective opening can make or break a sale. So, think about your products and what you can say, or what question you can ask to draw the customer into a conversation with you and make them chuckle. Dare to be different.

So I hope those tips will help you to overcome the “I'm just looking” but remember they will only help you if you actually implement them.

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