MSE News: Brits reject 'Can I help?' shopping culture

Lagoon

I find that the wording makes all the difference. I don't like staff approaching me at all, but I'm more likely to leave a shop if someone walks over and asks 'Can I help?'.

If you could, I'd find you. I understand that you work here.

I'm a lot happier with a 'Let me know if you need anything'. An invitation, rather than a question that seems pushy.

ryanred5

My husband is a salesperson and doesn't say the usual "Can I help?". He says "Are you okay?" and using those words he finds people don't feel pressured into thinking they've got to buy something

Hes a very successful salesperson as he finds he gets more sales with the words he uses.

What do you think of what he says, do you think it's better than "Can I help?"?

Money-Saving-King

micklemus wrote: »

If your staff were attentive and watched the customers they would see immediately when the customer wanted help and could provide it at the time when THE CUSTOMER wanted it.

Are you sure?

You're assuming every single person acts in exactly the same way.

You've either never worked with the public or have done so many years ago where the realities of how it works have very much faded in your mind.

Money-Saving-King

upsell wrote: »

I deliberately waited until someone offered help (at least 5 mins) when I pointed this out the response was "well I am here now"

Trying to act mystery shopper/area manager is hardly being clever though is it! (ego boost?) Seeing you deliberately did this I don't have much sympathy!

LadyDee

ryanred5 wrote: »

My husband is a salesperson and doesn't say the usual "Can I help?". He says "Are you okay?" and using those words he finds people don't feel pressured into thinking they've got to buy something

Hes a very successful salesperson as he finds he gets more sales with the words he uses.

What do you think of what he says, do you think it's better than "Can I help?"?

I don't want to be asked if I'm OK. I'd prefer someone to say, "Please let me know if you need any help".

alanq

At least allow me a few minutes to look around before offering help! An immediate offer of help is far more likely to lose a sale from me than win one. I recall on one occasion while briskly walking through a department store someone leaping out with a "Can I help you?". I hadn't even stopped to look at their department and gave no sign of needing any help.

Just have staff around who are willing and able to help when assistance is requested. I would never ask for product advice from staff as the chances are that they will know no more than I do. The only help that I usually require is in finding a product on the shelves.

Lagoon

I recently went to a sweet shop where we had two members of staff approach us. The first was standing near the door. I walked in, made my way over to a shelf and was immediately asked 'Can I help you?'. I said no.

A little later, we were ready to make our choices and purchase a few items. Then, we saw real customer service. A different lady spotted OH and I selecting a box of chocolates from a shelf, and discussing whether or not someone would like them as a gift. We decided that they would, and OH took them from the shelf, just as a second member of staff swept in and asked 'Are you buying these as a gift?'. We said we were, and she recommended another product that was the same price instead of the one we were going to buy. She explained in detail why the chocolates were nicer, why they were the preferred choice and why they'd make a better gift for someone when we couldn't be entirely sure about their taste. As she was so knowledgeable, and wasn't suggesting higher-priced goods, we went with her recommendation. I like customer service when it's tailored to your needs, and someone looks like they've made an effort rather than addressing you with a stock phrase.

This woman made an effort to observe our purchasing decision from a distance (we didn't feel uncomfortable - she was busying herself elsewhere and we weren't even aware that we were being watched), and then to step in at the right time and provide her expertise. I found that very impressive. I want to be able to shop in peace, but if you can watch with subtlety then that's absolutely fine.

It's never a comfortable shopping experience with a member of staff hovering close, or even observing from a distance when you're aware that it's happening.

I'm in my mid-20s, and I've still on occasion been made to feel like a teenager that can't be trusted not to steal. Last year, I ended up with an animal that needed emergency care and short-term housing. It was after 5pm, so most shops were closed and I wasn't in a position to be too picky about my items. If they had three of the four items I'd wanted, then I would have purchased the three for simplicity, and worried about going elsewhere for the other.

I arrived, walked between a few aisles scanning the products and trying to build an idea of the best setup in my mind, very aware that I was being followed from aisle-to-aisle by a middle-aged woman that was observing my every move. At some points she would be walking behind me, and at others she'd clearly rush down a parallel aisle and would be at the end watching me again. Not a comfortable shopping experience, at all. All this time I was moving forward slowly, glancing at items rather than stopping to examine them. Eventually, I had to stop and put my hand on a product to turn it around and get a better idea of the size/materials. She appeared right next to me in an instant, and I got the 'Can I help you?'. On this occasion, I didn't see that as an offer of help at all. Her TONE said 'Be aware that I'm here, and watching', so where I'd usually say 'No thanks, I'm just browsing', I gave her the specific information of the product I wanted to buy (dimensions etc). I'd already seen a few decent products, but thought I could find something perfect. She scowled at me, said 'No. We do nothing like that here', and stood staring. I said thanks, bid her goodbye (she stared and didn't respond), and left without buying anything. Very rude, and she lost out on a lot of repeat custom from me. Unfortunately there are two businesses within the same premises, and I would have regularly used both, but I now refuse to go to either as I'm not comfortable walking through her shop to get to the other one.

Percy1983

I will say it doesn't bother me all too much and just give the no thanks.

But I will say sometimes my mischievous side kicks in and I saying something like "I am feeling a little hungry" or "I have an itch I can't reach".

Usually followed by 'stop it' a nudge from the wife.

HappyBunny

A simple 'hello" and a smile when they see you at some stage during your visit is sufficient. Not the insincere corporate greeting at the door when you enter or being bullied into having a nice day when you leave.

Chickabiddybex

Personally I don't like to be bothered. It's nice for someone to say hello or something to acknowledge your presence but that is IT for me. However, if someone is pushier I just get over it. Not a big deal. I shop for 1) the product and 2) the price. I don't care if one individual in the company has a different approach to customer service than I do.

Anywho - the reason for me posting here is I was covering the showroom at work and my colleague and I were sat at the main till/desk and some customers came in. We said hello to them as they walked in and they wandered off behind us to look at things. We left them alone and did some work at our desks. A while later the next thing we know the customers are angry and one of them comes over and says "are you open today then?" really sarcastically. I'm sorry but if you think the appropriate way to get my attention is to stand behind me and sit in silence then you're mad. How was I to know you weren't just taking your time having a look at things? Anyway, before he left he said he would call back if he's interested "if it isn't too much trouble" for us. So rude! So yeah, my point is no one wants the same thing so you can't please everyone. Don't have a cow.