A quality attention is already perceived when you are approached by the seller, which strengthens the image of the company and gives profitability to the business. You retain customers, they choose you again and recommend you.
But everything is not so easy. The audited cases show that 3 out of 10 salespeople forget something as simple as saying hello. and when one asks for a certain product and service, in the case of not having it, 5 out of 10 sellers do not offer a second alternative to help solve the customer’s problem. So, the latter feels frustrated and often invisible, with 68% feeling dissatisfied with the attitudes of indifference and apathy they receive from brands.
It must be taken into account that the 70% of customer decisions to buy or not are made at the point of sale, so if they notice a disservice, clearly, they back down and it’s a lost sale.
Even if the store is in an area close to the customer, where distance influences when the consumer travels to make a purchase, and he has already had bad experiences, he prefers to move to a greater distance to get what he needs and avoid mistreatment and apathy.
Showing reluctance, disinterest, responding in monosyllables and not saying hello, both when a client enters and when he leaves, is something detected in the audits where 4 out of 10 sellers have any of these shortcomings.
In businesses such as gas stations, supermarkets, supermarkets and kiosks, the unfriendly are more than a third. And at least half of the staff at food and ice cream chains, pharmacies, gyms, airlines and hotels tested.
While the rates of warmth and friendliness, on the other hand, are almost perfect in real estate and dealerships, businesses where the salesperson tries to convince the client to make large expenses and has commissions at stake.
In a ranking carried out among the provinces of the country where cordiality was evaluated, Buenos Aires has the lowest score, with 4 out of 10 people surveyed stating that Buenos Aires vendors are apathetic and do not serve consumer needs well. But this is transferred at a general level within the entire Argentine territory, where we occupy the third position in worst cordiality of the Latin American countries.
Solutions: continuous staff training
To avoid this type of shortcomings when making a sale, at GETT we recommend that the owners of the premises, managers and managers be a source of motivation and inspiration for the collaborators and the team. Also, that, from the brand, each member of the team can be educated and trained in what they need to strengthen, be it customer service or another aspect.
The training makes the brand and its collaborators work in constant synergy and the results are seen quickly. It is not intended to scold a collaborator like a child, but quite the opposite. Detect where the weak point is, whether it is cordiality, sales or another, and train it to strengthen it.
In addition, it is also recommended to carry out Mystery Shopping audits, which allow you to clearly and objectively see the mistakes made by your employees.
At Gett, in addition to offering the service of Video Mystery Shoppingwe have detected this lack of training, which is why we designed a virtual campus in which the teams of collaborators of our clients can access free of charge and take courses to continue professionalizing.
Founder-CEO at Gett.
Source: Ambito
