Bring The Natural Soul Of Merchant

Posted by trust

June 12, 2008

There is nothing more simple yet effective than finishing off a sale with looking your customers directly in the eye, giving them a smile and wishing them well. It goes a long way to helping bring customers back. That’s the hint when you want to got the soul of merchant. Below are the phrases that will make your customers happy

“How can I help?”

Customers want the opportunity to explain in detail what they want and need. By asking how you can help, you begin the dialogue on a positive note. Remember: you are “helping,” not “selling”. And by using an open-ended question, you invite discussion.

“I don’t know, but I’ll find out.”

When confronted with a truly difficult question that requires research on your part, admit that you don’t know the answer. Few things ruin your credibility faster than trying to answer a question when you are unsure of all the facts. An honest answer enhances your integrity.

“I will take responsibility.”

Tell your customer you realize it’s your responsibility to ensure a satisfactory outcome to the transaction. Assure the customer you know what he or she expects and will deliver the product or service at the agreed upon price.

“I will keep you updated.”

Even if your business is a cash-and-carry operation, it probably requires scheduling and coordinating numerous events. The longer your lead time, the more important this is. The vendor’s customers trust the most are those that keep them apprised of the situation, whether the news is good or bad.

“Monday means Monday”

The first week in July means the first week in July, even though it contains a national holiday. Your clients are waiting to hear you say “I deliver on time.” The supplier who consistently does so is a rarity and will be remembered.

“It’ll be just what you ordered.”

It will not be “similar to” and it will not be “better than” what was ordered. It will be exactly what was ordered. Even if you believe a substitute would be in the client’s best interests. That’s a topic for discussion, not something you decide on your own.

“The job will be complete.”

Assure the customer there will be no waiting for a final piece or a last document. Never say you are finished”except for…”

“I appreciate your business.”
This means more than a simple “Thanks for the order.”

Genuine appreciation involves follow-up calls, offering to answer questions, making sure everything is performing satisfactorily, and ascertaining that the original problem has been solved. Sincerely proving you care about your customers leads to recommendations and repeat sales.

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