First impressions count – tips for successful customer advice
Excellent customer advice is at the heart of successful sales – especially for companies that present their products and services locally. In a world that is increasingly characterized by online purchases, personal contact in retail offers the opportunity to stand out from the competition through individual advice. Customers not only expect detailed information about the products, but also advice that creates trust and helps them make a decision.
Contents:
- Why first impressions are important for successful customer advice
- Optimize customer advice: Influencing factors for a successful start
- Excellent customer advice: tips for implementation
- Obtaining feedback and optimizing customer advice: Influencing factors for a successful start optimizing
At Showme Stores, we create the ideal basis for this: as a provider of showrooms, we not only provide modern exhibition spaces, but also provide specialist consultants on site as part of our service. Consequently, we attach great importance to training the consultants on site. After all, they not only have the task of providing optimum support for showroom visitors, but should also represent the exhibitors professionally.
Why first impressions are important for successful customer advice
The first impression is formed within a tenth of a second and solidifies over time. Although it is formed in a flash, it has a significant influence on the entire customer experience. In this first short period of an encounter, people intuitively decide whether they feel comfortable and can build trust in the brand and its advisors. This first impression can shape the entire consultation – both positively and negatively.
Psychological effects that influence the first impression
Science has been studying the phenomenon of first impressions for a long time. There are various elements that influence this:
- Primacy effect: The first information a customer receives – be it through body language, greeting or the atmosphere – has a particularly strong impact. This primacy effect influences how the entire conversation is perceived.
- Halo and horn effect: Individual characteristics or behaviors outshine other perceptions. A positive characteristic, such as a friendly smile, can enhance the image of the consultant as a whole (halo effect). Conversely, a negative characteristic, such as an unfriendly tone, can lead to a general devaluation (horn effect).
- Recency effect: Even the last impression of a conversation is remembered for a long time. Customers particularly remember the conclusion of a consultation – be it through a polite farewell or an unobtrusive reference to further service offers.
Optimize customer advice: Influencing factors for a successful start
While the first impression has a strong influence on a successful sales pitch, it can be positively influenced by even the simplest criteria. These include
- Body language: A warm smile, eye contact and an open posture signal attention and interest to the customer.
- Clothing: A well-groomed outfit that matches the brand image contributes to professionalism and trustworthiness.
- Voice and choice of words: A friendly tone, clear and polite communication create trust and make the conversation pleasant.
Consultants can lay the foundation for a positive and lasting customer experience through targeted measures and a conscious design of the first moment. At Showme Stores, we focus on these points to give prospective customers a positive impression from the very first second.
Excellent customer advice: tips for implementation
A successful customer consultation begins as soon as the customer enters the showroom. These moments are crucial for creating a pleasant atmosphere and establishing a basis of trust for the consultation. But other factors also play a role.
A friendly welcome and a feel-good atmosphere
The first contact in the showroom sets the tone for the entire consultation. The customer wants to feel that they are welcome and appreciated. Even small gestures can have a big impact. Give the customer the feeling of being the center of attention.
At Showme Stores, we offer every customer an aromatic hot drink first. Because a freshly brewed coffee provides relaxation and makes shopping a special experience.
This feel-good atmosphere is also reflected in the customer reviews: “We were asked for drinks several times and felt very comfortable.”
Such details – be it a coffee, a small refreshment or a smile – create a positive first impression and allow the customer to start the consultation in a relaxed manner.
Product knowledge and expert advice
Comprehensive product knowledge is an essential component of successful customer advice. Customers expect employees not only to know the products on offer in detail, but also to provide competent information about their benefits, differences and alternatives. This expertise creates trust and makes it easier for customers to make informed decisions.
The consultants at Showme Stores are not only highly trained, but also know how to use their knowledge in a targeted and understandable way – without being intrusive. “The advice is not ‘pushy’, but provides factual information about the differences, e.g. in terms of fabric quality and durability.”
This objective and customer-oriented approach ensures that interested parties feel that they are in good hands. It conveys competence and the feeling that their needs are being taken seriously.
Recognizing individual customer needs
Successful customer advice begins with the ability to understand the customer’s individual needs and wishes. To do this, it is crucial to ask targeted questions that help advisors to precisely analyze the customer’s expectations.
Questions such as “Which functions are particularly important to you?” or “What do you dislike about your current model?” provide clarity about the customer’s concerns. They not only show interest, but also lay the foundation for tailor-made advice.
This approach ensures that advice does not remain general, but is tailored to the customer’s specific requirements. Customers feel that they are taken seriously and supported, which significantly increases their satisfaction and the likelihood of a successful purchase. Ultimately, it is the ability to listen carefully and ask specific questions that makes the difference between good and excellent advice.
Relaxed and patient customer advice
Relaxed and patient advice creates an atmosphere in which customers feel comfortable and can make their own decisions. Consultants who avoid pressure and take their time convey trust and ensure a positive shopping experience.
“Our consultant took a lot of time for us with the patience of a saint. Thank you very much for the great advice!”
This approach gives customers room for thought and freedom of choice. This makes every consultation a relaxed and pleasant experience.
Technologies in customer advice: modern tools for optimal support
The use of modern technology enriches customer advice and ensures a seamless experience. This is why technical devices are also among the tips that should be implemented urgently when setting up a showroom.
The use of tablets, interactive displays and mobile POS systems is a key component here. They enable consultants to call up product information and check stock directly in the showroom. This speeds up the entire purchasing process while at the same time providing the customer with tailored advice.
Obtaining feedback and optimizing customer advice
Outstanding advice thrives on continuous improvement. That is why it is essential to actively gather customer opinions and take them seriously. Whether directly after the consultation or later via digital channels – customer feedback provides valuable information on what is already working well and where there is still room for improvement.
At Showme Stores, customer advice takes center stage. We want every visit to the showroom to be a special experience – with competent, honest and personal advice. See for yourself and visit one of our three locations!
