| Have a nice day... four words which end most sales | | | | especially when ending the sale. |
| interactions in retail businesses. There are variations like | | | | Don't have a rule on the words to end the sale. |
| enjoy your day, have a good one, thanks for shopping | | | | Encourage employees to be themselves. |
| with us. | | | | Cultivate an environment of relaxed fun in processing |
| Customers can be excused for wondering whether | | | | the sale. |
| the words are heartfelt. Sales counters in busy retail | | | | Stress that you don't wan the business to be a cookie |
| businesses often feel like production lines so how can | | | | cutter business. |
| the few words which end the sale be anything other | | | | Make sure that all employees know that you want |
| than another step in the production line? | | | | your customers believe that you really do case about |
| Retail, especially independent retail, is all about personal | | | | them. |
| customer service. This is the most important point of | | | | Encourage caring. |
| difference between independent retailers and national | | | | Try and walk in the customer's shoes. |
| chains yet shop in an independent business and you | | | | Look at how you end the sale and thank the customer |
| see and hear them ending sales with the same script. | | | | in your retail business. Spend time listening to what is |
| It is not even so much about the words but how they | | | | being said and how. Business owners and managers |
| are delivered. Often you can hear the lines being read | | | | should listen to themselves. Before and changes are |
| off a page from the business operations manual | | | | discussed or made, think about the kind of experience |
| stored in the employee's head. There, they have said | | | | you strive for in the business. |
| what they are supposed to say before they move on | | | | Develop a plan on how to bring about change. Engage |
| to their next sale. Tick the box and achieve the | | | | with all front line employees, discuss with them what |
| required corporate compliance. | | | | you would like to achieve and why. Seek their |
| Good independent retail does not operate this way. It is | | | | comments and together work out how to create the |
| about being personal, in the moment and connected | | | | kind of experience you want. Getting their buy in is |
| with the shopper. It is about not chasing corporate | | | | crucial to success of effecting the change. |
| compliance but fostering a relationship which brings the | | | | There was a time when have a nice day meant |
| customer back. | | | | something. Today, it takes special effort to deliver this |
| Retail business owners should encourage employees | | | | is a meaningful way which customers trust. |
| to be themselves in customer communication, | | | | |