The busier a store gets the more important the checkout experience becomes. As a consumer, I’ve had many a preeminence store experiences ruined in those last few feet. As a retailer, I’ve lost plus than my equal share concerning consumers or created unhappy ones.
Holiday lineology, the art of delivering a great checkout experience during the holiday season, uses most of the same skills and behaviors required to work with customers on the floor. It might be even more challenging because practitioners need to do multi-task while delivering a great experience. Just like everything else, success is in the details.
Here are some eight tips to mastering holiday lineology. I encourage you to make this either the topic of a Take Five meeting for your entire team, or at least run through this article one-on-one along managers and cashiers between now and Saturday morning.
1. Always render the customer at the enlist your undivided attention. Those ringing the sale should avoid conversations with co-workers and others. Nay only does your customer deserve your undivided attention, collateral conversations between employees often irritate those waiting in line.
This is why I don’t much like cashiers answering the phone when there is a line. Supposing there is no one else available to get the phone they may have to answer it, but I like the cashier with a dash to be the last option, not the first.
2. Avoid interrupting any employee who is ringing a sale. This goes for employees interrupting managers, and managers interrupting employees. Being a matter of fact, the number concerning managers/owners who interrupt cashiers when he/she is working with a customer forever dismays me.
If you must interrupt, always acknowledge you’re doing so by looking at the customer and saying, “Excuse me, but I need to ask _____ a quick question.” And construct sure it really is a quick question that can be answered in a few words. Just the opposite day I almost walked out on a sale because the manager interrupted furthermore never even acknowledged me. Talk about rude!
3. No matter how busy you are you have time to greet customers with a smile and to make eye contact. The eye contact is important because it establishes a stronger tie in in the short amount of during you’re near the customer.
4. Balance a friendly talk with the customer while rapidly ringing the sale. This is easier said than done. If there is too much small talk people waiting in rule get upset, and if you don’t involvement the customer at allness it’s not a friendly experience. The skeleton is to keep moving although you talk.
5. Try to acknowledge the next customer in line while ringing up your current customer. That simple acknowledgment will demonstrate that they are your priority and it will keep them from getting miffed by you talking with the customer who is paying.
6. Don’t have the cashier do add-ons at the register. I know this runs antipodal to the practice of many retailers, but in the last two weeks of the fiesta season the additional revenue isn’t worth slowing down of the line and potentially losing customers. Have the salespeople do the selling, et cetera let cashiers deliver a great checkout experience.
7. Undergo a border host or hostess during more than three people are waiting to check out. Whenever there is a line it is vital that someone be responsible to ensure that the customers in line are engaged, entertained, can see they serenity are a priority, don’t leave, and are given the opportunity to purchase other items. In portion stores this is the owner substitute manager, and in former stores it could be an help dedicated to this task.
8. Complete the transaction with a WOW. On a busy circadian this is likely the last versatile your consumer has with your store. Even though it’s incredibly busy, I think cashiers or another team member should still walk from behind the counter to present customers with their purchase and praise them for shopping with you. If a salesperson isn’t with another customer they can actually walk the customer to the door.
So let me ask, how can you improve your pelanggan know with holiday lineology? Nothing less will suffice in the next fourteen days!