Providing customer service is more than manning the check out. Providing exceptional customer service involves anticipating and meeting the needs of customers before, during and after a purchase. The aim is to engage the customer in such a way that they have positive emotional, psychological and/or physical ties with your store. One way this may be achieved is by training staff in solution selling.
Recommending solutions doesn’t mean pushing unnecessary products on customers. First and foremost, most pharmacies are professional health retailers and this means being able to provide a customer with a complete solution for their needs. In order to do this your staff need to have both product knowledge and the ability to understand how to ask the relevant questions & build relationships with customers – as well as dispensing.
It is important to remember we are all in business because of our customers. We need to send the customer away happy – they will then reward your hard work by passing positive feedback about your store onto others.
The customer experience can be broken down into 4 key areas:
Step 1: Greeting Customers & Building a Relationship
Step 2: Gathering Information & Understanding Needs
Step 3: Matching Customer Needs and recommending products that will treat and prevent symptoms
Step 4: Closing the Sale and Farewell.
Training staff to understand these 4 steps in order to meet the customer’s needs is essential for providing exceptional customer service and assisting your business develop strong retail sales.