When it comes to specialty cart and kiosk sales, it can be challenging to be catch a customer’s attention and close a deal without coming off as too aggressive. Training sales employees the delicate art of sales is also one of the most difficult and challenging aspect of specailty retail. To help make training easier, we’ve compiled a quick guide to use alongside the right retail POS solution that you can use or share with your employees.
Understanding the Impulsive Shopper
Retail is detail! Especially in specialty retail sales, one main key to success is understanding that a large part of the clientele are impulsive shoppers. Unlike your average shopper that is usually looking for something in particular or already has something in mind, impulsive shoppers are always in a rush, may not be planning on actually buying anything, are easily distracted, and may be hesitant to communicate right off the bat. With mall cart or kiosk sales, this could be someone passing by that shows interest in your display or stops to look at merchandise. By understanding these characteristics, you can start to open a comfortable dialogue about your product.
Step 1: Inviting the Client
Your first goal is to make potential customers stop at your retail location for the right reasons, not to aggressively sale immediately. A key competent of this step is a friendly employee that is presentable. But what does friendly really mean? Ultimately this person is personable and can relate to the shopper and that can communicate the features and benefits in a way that grabs their attention. Focus on stopping them rather than selling them right away by using body language tactics that attract the client to you.
Step 2: Demo/Evaluating and Testing of the Product
Now the goal is to make the customer actually want the product. Control the conversation by asking questions to eliminate common rejections, feel as if they are making the decision to buy rather than being sold, and collect information. Through this process, you move the customer’s state of mind from unfamiliar to sold. Try painting a picture for the shopper that lets them envision themselves enjoying the product.
Step 3: Closure & Upsell
This may be the most important step – to maximize the full potential of the shopper and collect their contact information before they leave. When you sense that the customer wants the product, it’s time to close. Where is the ideal place to close a sale? In front of the retail point of sale system with the product in hand to catch the momentum and talk shop.
By tactfully introducing them to another product and waiting for them to actively end the sales process, you set yourself up for a successful upsell. Offer a related product that can be coupled with their purchase or potential gifts for loved ones. This is also an opportunity to build customer loyalty and encourage them to visit your kiosk again.
Want the full guide, including tips for preventing refunds? Download the full impulsive shopper’s guide below!