Building a Trusting Customer Relationship

To show customers that you’re genuinely interested in helping them, you first need to connect with them both personally and professionally. Engage them in a real conversation, don’t just make a sales pitch! In this video, you’ll learn how to talk to your customers to earn their trust.

• Video module

• PDF module (This module was created in a tool that is not supported by our Content Studio offering.)

This topic is currently available in English.

This topic only uses modules. Here is the video script in place of the Key Learning Points (KLPs):

The retail market has never been more competitive.

To gain loyal customers, your customer service has to go above and beyond their expectations.

One of the ways you can set your store apart from others is to build a relationship with your customers.

In the next few minutes, we’ll show you some simple techniques you can use as a sales associate to earn a customer’s trust.

Hey everyone! This is Harris. Say hi, Harris!

Harris is a sales associate at an auto parts store.

He’s helping a customer choose brake pads and rotors for their car.

A great way Harris can start building rapport with this customer is to connect with them both personally and professionally.

Harris should be himself; he shouldn’t act like what he thinks salesperson should act like. He can simply act the way he would when meeting a co-worker or a friend.

For example: instead of making a sales pitch about the shop’s most popular parts,

he should engage this customer in a real conversation to get to know more about what they’re looking for.

He can ask them questions about how much they drive and if they do a lot of city or highway driving. This way, the customer will know that he’s genuinely interested in helping them find the right parts for their car.

Harris can also help his store stand out from its competitors by creating a thoughtful experience.

To do this, he should do what he can to be as friendly and helpful as possible. Another great way to provide this experience is to be knowledgeable about the products the shop offers.

For example, if the customer isn’t sure if their car needs both rotors and brake pads,

Harris should let them know about any restocking fees before they order the parts. Sharing this kind of information really shows the customer that you care, and can help earn their trust.

After the sale, Harris should ask the customer for their feedback.

He can encourage them to complete a survey,

or sign them up for the store’s loyalty program,

so they’re emailed a survey after every purchase.

Asking for feedback shows the customer that you’re interested in their experience. This can actually make them feel optimistic about buying from your store in the future, since they feel confident you’ll be able to provide another great experience.

As you can see, sales associates like you and Harris play a large role in converting someone from an occasional buyer to a loyal customer.

Be friendly, helpful, and knowledgeable to foster a welcoming environment and positive experience. When customers see that you’re genuinely interested in helping them, they’ll begin to trust you more.

Thanks for watching.

To show customers that you’re genuinely interested in helping them, you first need to connect with them both personally and professionally. Engage them in a real conversation, don’t just make a sales pitch! In this video geared for sales associates in jewelry stores, you'll learn how being friendly, helpful, and knowledgeable can create a shopping experience that customers will remember, and return for.

• Video module

• PDF module (This module was created in a tool that is not supported by our Content Studio offering.)

This topic is currently available in English.

This topic only uses modules. Here is the video script in place of the Key Learning Points (KLPs):

The retail market has never been more competitive.

To gain loyal customers, your customer service has to go above and beyond their expectations.

One of the ways you can set your store apart from others is to build a relationship with your customers.

In the next few minutes, we’ll show you some simple techniques you can use as a sales associate to earn a customer’s trust.

Hey everyone! This is Amina. Say hi, Amina!

Amina is a sales associate at a jewelry store.

She’s helping a customer pick out a necklace for their wife for their anniversary.

A great way Amina can start building rapport with this customer is to connect with them both personally and professionally.

Amina should be herself; she shouldn’t act like what she thinks a salesperson should act like. She can simply act the way she would when meeting a co-worker or a friend.

For example: instead of making a sales pitch about the store’s most popular necklaces,

she should engage this customer in a real conversation to get to know more about what they’re looking for.

She can ask them questions about what kind of jewelry their wife wears, and if she’s mentioned anything she might like.

This shows the customer that she’s genuinely interested in helping them find the right gift for their wife.

Amina can also help her store stand out from its competitors by creating a thoughtful shopping experience.

To do this, she should do what she can to be as friendly and helpful as possible.

Another great way to provide this experience is to be knowledgeable about the jewelry in the store.

For example, if the customer wants the necklace to be a specific length, but the pendant they chose would be better on a shorter necklace,

Amina should make sure to tell the customer that before they buy the pendant. Sharing this kind of information really shows the customer that you care, and can help earn their trust.

After the sale, Amina should ask the customer for their feedback.

She can encourage them to complete a survey,

or sign them up for the store’s loyalty program,

so they’re emailed a survey after every purchase.

Asking for feedback shows the customer that you’re interested in their experience. This can actually make them feel optimistic about buying from your store in the future, since they feel confident you’ll be able to provide another great experience.

As you can see, sales associates like you and Amina play a large role in converting someone from an occasional buyer to a loyal customer.

When customers see that you’re genuinely interested in helping them, they’ll begin to trust you more.

Thanks for watching.

To show customers that you’re genuinely interested in helping them, you first need to connect with them both personally and professionally. Engage them in a real conversation, don’t just make a sales pitch! In this video geared for sales associates in shoe stores, you'll learn how you can connect with your patrons and turn them from occasional shoppers to loyal customers.

• Video module

• PDF module (This module was created in a tool that is not supported by our Content Studio offering.)

This topic is currently available in English.

This topic only uses modules. Here is the video script in place of the Key Learning Points (KLPs):

The retail market has never been more competitive.

To gain loyal customers, your customer service has to go above and beyond their expectations.

One of the ways you can set your store apart from others is to build a relationship with your customers.

In the next few minutes, we’ll show you some simple techniques you can use as a sales associate to earn a customer’s trust.

Hey everyone! This is Nia. Say hi, Nia!

Nia is a sales associate at a shoe store.

She is helping a customer pick out some shoes for their upcoming vacation.

A great way Nia can start building rapport with this customer is to connect with them both personally and professionally.

Nia should be herself; she shouldn’t act like what she thinks a salesperson should act like. She can simply act the way she would when meeting a co-worker or friend.

For example: instead of making a sales pitch about the store’s most popular shoes,

she should engage this customer in a real conversation

to get to know more about what they’re looking for, she can ask them questions about who they’re buying gifts for, she can ask them questions about where they’re going for their vacation, and what kind of activities they plan to do.

This shows the customer that she’s genuinely interested in helping them find the right shoes for their trip.

Nia can also help her store stand out from its competitors by creating a thoughtful shopping experience.

To do this, she should do what she can to be as friendly and helpful as possible.

Another great way to provide this experience is to be knowledgeable about the shoes the store sells.

For example, if a certain style of shoe won’t provide enough support for the customer if they’re sight-seeing all day,

she should make sure to share that with the customer before they buy it. Sharing this kind of information really shows the customer that you care, and can help earn their trust.

After the sale, Nia should ask the customer for their feedback.

She can encourage them to complete a survey,

or sign them up for the store’s loyalty program,

so they’re emailed a survey after every purchase.

Asking for feedback shows the customer that you’re interested in their experience. This can actually make them feel optimistic about buying from your store in the future, since they feel confident you’ll be able to provide another great experience.

As you can see, sales associates like you and Nia play a large role in converting someone from an occasional shopper to a loyal customer.

When customers see that you’re genuinely interested in helping them, they’ll begin to trust you more.

Thanks for watching.