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COVID-19
Building Customer Rapport in the Age of Social Distancing
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ocial distancing practices may have changed how consumers shop, but it hasn’t changed their priorities — it has enhanced them. More than ever consumers are looking for a salesperson who can be trusted, is knowledgeable, and can help them through the process. Also, they are concerned about personal safety and the cleanliness of your store. Here are some guidelines:
Lisbeth Calandrino Flooring Specialist and Associate Publisher and Director of Social Media for Fabulous Floors Magazine
1. Safety first, business second. Get your safety priorities down first. A customer who doesn’t feel your store is practicing the safety guidelines is likely not to buy from you. It’s important that you have them posted and have hand sanitizer and extra masks readily available throughout the store. OSHA has a simple, free course you can take about cleanliness procedures. Take the class and post your certificates on the wall. 2. Be positive and upbeat but show customers your concerns for them. A fist or elbow bump will break the ice. The other day at the grocery store, a person suggested I went ahead of them. I said, “thank you” and told them I was smiling under my mask! You can even click heels with your customer if you’re both inclined. 3. Reach out and ask your customers how they’ve been affected by the virus. This is a good time to share your concerns with your customer. They may be afraid of losing their job or have been sick. If the customer seems ‘edgy,’ don’t take their attitudes personally; many of us are uncertain of the future. This is a good time to have specials, ‘creative’ discounts, and information on the store credit for your customers. Therefore, it’s important you understand what your customer is going through.
More than ever consumers are looking for a salesperson who can be trusted, is knowledgeable, and can help them through the process. Also, they are concerned about personal safety and the cleanliness of your store.
62 Premier Flooring Retailer | Digital 2 2020
