Group based learning for interpersonal customer relationship was organized for the company. Seminar room with an adequate lighting has been set. Seating was in a round formation to ensure that all the people were allowed to interact with each other. This was an optional training that was given to the employees to develop their interpersonal skills.
Coach: I want to thank you all for coming in today. I did not expect to see all the employees of the store to attend the meeting. I would like to start by asking each one of you the best way to approach the customers
Jane: I think the best way is to allow them freedom to walk around and find what they want. They can always require assistance if they need. Some of us are always taking rounds in the various aisles to help the consumers.
Coach: That is a good approach but I also think that we need to guide the customers about what they need. This would expedite their process.
Justin: Some customers feel that they are being overtly pushed to buy services they do not require.
Coach: That is true. But there should be a balance between meeting the customer needs and also ensuring that they are given freedom to explore the store.
Jane: I do not understand
Coach: Important aspects are study about the body language of a person before approaching them. If their eye are wandering and they are searching for an item ask if they want assistance. If they are talking to them friendly and smiling, and wish them and ask about what services they are looking. If they question about new services please provide them with the necessary facts. Some people don’t like to be bothered. Leave them along and assist when they ask for anything specific.
Let me explain by an example, if a customer looks confused or lost please help them. Sometimes owing to their shyness customers may not ask the staff. In that case, they can be provided assistance by being forward. The customers can be explained about the different services, they can then choose whatever services they deem appropriate.