The customer is king, they are why you have a business. And running a successful retail business means you experience customers with varying traits, your approach to each may determine whether or not they will be returning to your business or not. To help in approaching these distinctions in customers, we compiled a list of common types of retail customers you may encounter, along with tips to manage each one. Check them below.
Window shoppers are interested prospects. They draw the most amount of traffic to your store while making the smallest percentage of sale revenue. They wander into your store without any real intention, but they gather information, and while having fun shopping, they might become interested in your product and make a purchase.
How to draw them in:
Although window shoppers make the smallest percent of sales revenue, they should be acknowledged and let alone. Respond positively and make them feel welcome. Resist the urge to sell to them since you know that they are just looking around. Perhaps casually mention the items you have on sale, and let them be till they ask for help. Although these shoppers generate the least amount of sales revenue, providing insightful information about products to these types of retail customers can stimulate their interest and ultimately result in a purchase.
The main thing that affects a bargain shopper is pricing. One of the first words you might hear from a bargain shopper is, What discount do you offer? They are more interested in the price of the product than the product you are selling. Discount customers play an equally important role in turning over your store inventory. Although with bargain hunters, brand loyalty does not come to play. However, this is what makes them a viable factor in your cash flow.
How to approach a bargain- hunters
Because all you need to draw a bargain hunter in is making them feel like they are getting a good deal, you can sell them on value or highlight why purchasing from you can save them money in the long run. in a nutshell, they shop at your store frequently based solely on the price or your markdown.
These shoppers buy based on their feeling. They purchase spontaneously, and they are repetitive. They yearn to feel good about their purchases, and upselling these customers can be easy.
How to deal with them
Make purchases easy for them by creating an environment where they will be willing to open their purse. Having a sales associate explain their purchase to them helps reinforce their interest. Highlight the selling points of the products, and also see it as a perfect opportunity to upsell. Suggest complementary products that will open doors to upsell. When they are ready to make a purchase, you need to make checking out easy. Whether online or retail, they should have access to quick and concise help and answers to their questions.
These types of retail customers have a specific need. They know what they want, and so get in your store, purchase what they need quickly and leave. They are hard to convert, but with positive personal interaction converting a need-based customer can be done.
How to deal with Need-based Shoppers
The best thing is to stay out of their way, no questions, no trying to upsell, attend to them as quickly as possible. Make their shopping process seamless and convenient for them, break up long checkout lines, or offer to ring up sales on the spot with a mobile POS system.
The unsatisfied customers include a broad category of customers that are rude, condescending, and combative. These shoppers can ruin your sales efforts and demoralize your sales representative and even your customers. With these shopper types, even though you can not make everyone happy, you should try.
How to deal with Unsatisfied Shoppers
The first thing to do when dealing with unsatisfied or combative customers is to be calm. Although this may prove difficult, it is the best thing to do to alleviate the situation. It is most important to listen carefully to your dissatisfied customers as they serve as an excellent way to get feedback. Seek to understand the customer complaints before responding, then respond so that the customer knows that you get them. Try not to push blames on others. Take responsibility for the shortcoming, and seek to resolve the complaints.
A new customer made a purchase! Yay!! Make them feel special, guide them to use the product, entertain questions and provide clarifications, be available to answer questions with no-hassle returns.
How to retain new Shoppers
It is much easier to convert new customers when the service is good. Build a relationship with your new customer, be accessible, have an avenue for direct contact with your customers.
This category of customers is the best and most important of your customers. They contribute towards 80 percent of your sales and most likely recommend your store to other people.
How to treat your loyal shoppers
Make them feel valued. Your returning customers are the pillars that keep your business steady afloat, so think of ways to reward these loyal customers, either through special recognition, price discounts, or VIP treatments. You can also give them a platform to share their experience with your product. Solicit the input and feedback of these customers because you are sure to receive honest and positive feedback.
Have you ever researched before deciding on a purchase? With multiple options and the boom of e-commerce, the modern-day retail customer falls in this category. From browsing the product descriptions to checking reviews, then comparing prices, these shoppers feel they have adequately considered their options and have made the right decision on what to purchase. So they walk into your store with the confidence that they know a whole lot about what you have to offer.
How to connect with the researchers:
The catch is to connect with these shoppers while they are in their research phase. Them finding their way to your store means they pretty much have their mind made up. So, increase your chances of being chosen by increasing your store visibility online. Make sure customers have access to information about your store online when they are browsing the web. Integrate your pos with your eCommerce store and allow real-time updates on inventory. In-store, acknowledge their expertise and help your researcher customer feel like they have made the right decision. Provide additional details, data, and everything else your customer might need to make an informed decision. Ask questions to see if you can offer up information that they have not yet uncovered in their research. Focus on value as opposed to features (they already know). If you sell items costlier than the competitor, highlight their added value and do it confidently.
These customers always have a story to tell. While these enthusiastic customers are appreciated, they can sometimes take your attention away from other shoppers.
How to deal with chatty shoppers
When a chatty customer comes your way, take some time to listen to them, express genuine interest in what they are saying but know when to draw the line.
Unlike the knowledgeable shoppers, these types of retail customers are either unsure if they want to purchase or undecided on what to buy. Usually, this is because they lack enough information about the item they are checking out. Or they are overwhelmed by the many options available to them.
How to deal with an Indecisive Shopper:
The best approach is to figure out their specific needs and interests. Ask questions and aim to educate them. If they are having trouble understanding the features of the product you offer, explain to them. If they are making a comparison, provide them with the pros and cons of each item. With this, a well-informed decision becomes easier for them to make. The goal is to educate, so be upfront about what the product can do. Always be honest, and these types of retail customers will appreciate and trust you, which works out for good in the long run.
We have listed above ten types of customers you might encounter and suggestions on how to serve their needs. We hope that they will help you in dealing with your ever-morphing customer base. If you need POS software that integrates with your e-commerce shop, send a mail to firstname.lastname@example.org, and we would respond accordingly.
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