Going shopping can be fun, interesting, exciting, stressful – you name it.
There are all sorts of feelings that come out during the shopping experience.
Every shopper is a little bit different and the way they want to engage with retailers and products can look different too.
Whether you’re just starting your business or this is the final month of your retail journey you need to be able to understand how shoppers think to convert them into buyers.
If the time come that you’re ready to move onto other endeavours and close your business, consider working with going out of business sale consultants like Silverman to make the most of the experience and learn how to best engage with your final customers.
Regardless of the circumstances, a good retailer knows their customer base and how to best interact with them.
Do you want to create the best experience possible for your customers?
Keep reading to learn about some of the different types of retail shoppers and how to support their needs to make sales.
The Well Researched Shopper
These days, nearly every shopper has the internet at their finger tips.
Access to social media and price comparison apps mean there’s a good chance your customer knows what they’re looking for before they walk through your doors.
So, how do you draw in this type of shopper before their research takes them elsewhere?
Here are some tips to convert the well researched shopper into a happy buyer.
- Ensure your products and services are accessible online
- Acknowledge the work the customer put into their research by listening to what they have to say
- Talk about the features and benefits of the product as the key selling points instead of the price
The Browser
You have amazing customer service skills.
You greet every customer with a genuine smile and don’t hesitate to start a conversation.
Everything is going great until the customer says “just looking”.
It’s not easy to convert a browser into a dedicated consumer, but there are some things you can do to engage this type of shopper.
- Let the customer know you’re there to help, but give them their space once they’ve identified they’re just looking around
- Consider remerchandising your store to put popular or sale products on a display in a noticeable spot where they’ll be sure to catch a browser’s eye
The “I Know What I Want” Shopper
When you see a customer stride into your store and head directly to the sales counter or a specific product area, you know exactly the type of customer you’re dealing with.
They know what they want and aren’t interested in wasting time or looking around.
The great thing about this customer, is they usually come with the intention of making a purchase, but it’s important keep the tips below in mind so they don’t get deterred.
- Answer any questions the customer has clearly and directly – there’s no need to get “salesy” with this type of consumer
- Make sure the product they’re looking for is accessible (for example: if it’s out of reach be ready to get a ladder and get the product quickly and efficiently)
- Be mindful of long checkout lines and consider opening and additional register if waiting is creating a barrier to making a purchase
The Indecisive Shopper
Let’s face it, as much as the shopping experience can be enjoyable, it can also be overwhelming.
Introducing the Indecisive Shopper.
These customers aren’t trying to be difficult, but sometimes it can feel like it.
What can you do to help make an indecisive shopper’s experience a positive one?
Here are some techniques that can empower these customers to make a choice.
- Learn their specific needs by asking simple, direct questions
- Find out what they already know about your products, and what would help them feel more comfortable making a decision
- Help them understand the pros and cons to each product they’re considering by clearly describing the features and benefits of each
The Frugal Bargain Hunter
“Is that your best price?”
This is a question that most retailers face on a regular basis.
For the frugal bargain hunter price is everything.
Your personality and store reputation usually aren’t enough to convert this type of shopper.
What can you do?
Check out these tips.
- Explain the quality of the product and how that makes it worth the price
- Offer to take their information in case the product ever goes on sale
- Use them as an opportunity to liquidate aged inventory by offering a bargain on another product
The Complainer
You show up to work with a positive attitude and put your best foot forward.
However, it can be difficult to maintain this great attitude when the shopper has nothing to offer but complaints.
Maybe they woke up on the wrong side of the bed.
Maybe they had a bad experience.
A complaining customer may seem like a lost cause, but there are measures you can take to convert them.
- Keep calm and do what you can to resolve their concerns
- Consider whether there are options to offer stores credits, discounts or refunds if the situation calls for it
- Look for a space that allows for some privacy so you can help them away from other customers
- Know where to draw the line – if the customer is being overly dramatic or making things personal, you made need to ask them to leave or call for support
The Overly Talkative Customer
A lineup of is customers is growing.
You and your staff can see it.
The other customers are starting to show their frustrations, but the talkative customer your helping doesn’t bat an eye.
Talkative customers can be fun to engage with and often have the best of intentions, but it’s important to know how to help them close the sale so you can do your job and support other customers.
- When it becomes clear you can no longer be available to engage with the customer, make sure you end the conversation politely and thank them for chatting
- Try to show a genuine interest in what they’re saying – after all, they’re probably excited to be talking to you
Contact Silverman Consulting And Retail Services Today
Now that you know about some of the different types of retailer shoppers, you may want to consider seeking out additional help to provide your customer with the best shopping experience possible.
For help with your retirement sale or store closing sales event Contact Silverman Consulting & Retail Services today.
Silverman Consulting & Retail Services229 Yonge St suite 400,
Toronto, ON M5B 1N9, Canada
1 (888) 955-1069