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

aldredd

It's funny really,
I
a) Work in retail
b) Spend a lot of my time working internationally for my job

meaning I see a lot of different shopping habits from lots of different cultures.

This whole aversion to being asked if you would like any assistance is a fairly uniquely British quirk - in many countries it would be considered extremely rude and bad service were it not to happen.

Don't get me wrong, I tend to prefer to be left alone until I'm ready to ask about a product - but do then expect someone to be on hand to assist me.

I've also seen the other extreme, where they literally do not leave your side the whole time (I'm not talking 1 shop, I'm talking the normal culture for a given region). Drives me mad most of the time and often end up walking out, but there are times where you can really use it to your advantage, especially if you know you're there to buy - you effectively have your own personal shopper to run around getting different sizes & styles.

busiscoming2

I generally find it puts me off and makes me feel as though the assistants are watching and waiting to see what I am going to buy. On the other hand in some stores when you do want help or even serving at the till, there is no one around.

Million_Percent

Money-Saving-King wrote: »

Did you not read the post directly above this post of yours? That's exactly what the person did but apparently that was wrong.

I said this before anyone who this "the best way for retail staff is....." has never worked with the public. Whatever way it is done someone won't like it. Virtually every way already suggested in this thread someone has then said they don't like that way.

I don't really see the point in debating right way or wrongs ways. It's like politics there's always going to be people who moan about a way of doing things thinking their way is best.

Yes, I did read the post directly above mine. That is not exactly what the person did at all. I said the sales assistant should leave the shopper to browse by themselves but be observant as it is usually obvious when somebody wants some help. The poster you mention wasn't observant but just carried on with some other work completely ignoring their customer until the customer got fed up of waiting and got shirty.

It's like being a waiter in a restaurant, if you keep an eye on your tables, most of the time you know what people want or need before they ask. A bad waiter will simply ignore customers and just wait to be asked directly for something.

I agree, there isn't a magic right or wrong that suits everybody all the time. I just wanted to share my good experience of customer service in the hope that it might inspire some sales people to try something else apart from the 'Can I help you?' routine.

ValHaller

aldredd wrote: »

This whole aversion to being asked if you would like any assistance is a fairly uniquely British quirk - in many countries it would be considered extremely rude and bad service were it not to happen.

I take your point. Perhaps this is a matter of tone and phrase.

'Can I help you?' is blunt. Said aggressively, it sounds like a scrap yard owner ready to let the rottweilers loose and is undoubtedly off putting

'Would you like some assistance?' is much more the mark and less threatening - and I react to it far more positively.

wiggers

It's basic psychology. If you ask someone 'Can I help?' you are inviting a yes/no reply. If they aren't ready and just want to browse a bit longer they will answer 'No' which puts them in a negative frame of mind and many will be annoyed they were approached. A far more positive thing is to say to the customer, 'Let me know if you need help.' It tells them you are aware the customer is there, you appreciate their custom and you are willing to help when needed. And it is essential for staff to be attentive but unobtrusive. As soon as a customer appears to be looking for assistance then approach them. The number of times I've walked out of a shop because I can't get the attention of the assistants!

gaffer32

After enduring many retail training courses I was trained never to ask "can I help you" as it encourages a negative response ending the conversation like "no thanks I'm just looking". Better to offer advice and measure response, such as "we have more colours/sizes better selection etc over here", or "this is particularly good value". A good sales person should be able to identify a customer requiring assistance by their body language.

seejay43

MSE_Guy wrote: »

"Over two-thirds of shoppers would much rather be left in peace to browse than be asked: 'Can I help?' ..."

I think this survey was far too simplistic in its black and white approach. I do not want to be CONSTANTLY hassled by sales staff, but I DO expect to be greeted when I enter a store - as is generally the case in Europe and the USA. A welcome on the lines of "Good morning - please let me or a colleague know if there is anything we can do to help" is a simple courtesy. Unfortunately, these days, in many shops the customer is simply ignored. It is impossible to find ANY staff to help other that the one cashier at checkout with a queue of 20 customers waiting to pay. The remaining few staff seem more interested in stock keeping or chatting to each other than in offering a service.

Caddyman

Since my first post earlier and on reading some of the subsequent posts, I have concluded I must be one miserable piece of work!

Personally, I'd still rather not be approached when I'm browsing. If I want something, I have a tongue in my head, I'll make the approach and I'll ask for help. If I can't find any staff ready to help when I ask for it, I'll walk away and look elsewhere. Generally, I'll have done my research on the product I'm looking for before I get to the shop.

I'm afraid also, like many others who share the same view, shops are increasingly becoming a free browsing facility where I look before I buy online. Terrible thing really, but why should I pay sometimes a significant amount of money extra, for the same thing I can buy online? Classic case, a few years ago, I bought a hand held palm camcorder from Comet online 50 quid cheaper than if I'd bought it in store and that included delivery.

Savethekipper

I was in L'Occitane in Liverpool at the weekend and saw an assistant approaching and was virtually already telling her I did not require any help before she even asked me ..........when she did approach me though she was offering a free glass of wine so unsurprisingly I said yes to that :beer:

Perhaps if all shops offered you a glass of wine or a chocolate we might not object to the question "do you need help" then :rotfl:

ElBeanio

I agree with zerog that it's helpful if staff are about and attentive, but don't impose themselves when the shopper is clearly absorbed in browsing. I don't think s/he was implying staff are lazy.

'Hovering' in the sense of doing nothing I don't like the idea of either, and they shouldn't make the shopper feel 'monitored', but there is a way of busying yourself while still giving some attention to what shoppers are up to. Not being able to find any staff willing to help is just as bad as staff imposing themselves, maybe worse.

And the worst thing of all for me is when staff are loudly conversing with each other and completely ignoring shoppers, whether it's on the shop floor or at the checkout. This seems very rude and makes me feel intimidated and like I'm a nuisance to them.