Do your sales associates
at your business give “Outstanding Customer Service”?
Shopping At An Apple Store:
Last weekend my husband and I went to the Apple store in
MacArthur Center in Norfolk, Virginia at 11am to purchase several Apple
products we had researched. The store was very crowded with customers when we
arrived.
At the door of the Apple store, a sales associate wearing an
Apple logo shirt, greeted us with a smile of welcome, and remembered us from
our last visit. She tapped in our names into her Apple phone screen sending an
email to another sales associate to assist us.
A minute later, one of the 11 sales associates in the store,
smiled, and asked us what we needed after shaking our hands and introducing
themselves. When the sales associate didn’t know the answer they quickly
excused themselves and asked another sales associate for assistance and came
back with the information within two minutes.
We made our purchases in less than 15 minutes. We bought an
Apple TV Package, a cable to connect the Apple TV, and an Apple watchband.
What three things did the Apple Store sales associates do to give us “Outstanding Customer Service”?
1) Their sales associates had positive attitudes, were likeable,
and we trusted them.
2) Their sales associate “listened” to what we wanted and
needed in the Apple product and told us the benefits of the product and how
much it would cost. The sales associate had the solution to our problem.
3) The sales associate had a passion and eagerness to
share their knowledge of their Apple products with us. The sales associate knew
everything about their products and if they did not know the answer to our
question they quickly excused themselves and asked another sales associate for
assistance and came back with the information within two minutes.
What are three steps you need at your business to give “Outstanding
Customer Service”?
1) Your well-trained sales associates “greet” your
customers at the door with a smile, wearing your store uniform to identify
them, (Apple logo on shirt), introduce themselves, ask for your customers name,
shake their hand, and ask what service your customer needs.
2) Your sales
associates "eagerly and politely" assist your customers as "quickly as possible".
We were assisted within “a minute”. When your sales associate does not know the
answer to your customers’ question, they quickly excuse themselves, and ask
another sales associate for assistance and come back with the information
within two minutes.
3) You business should have enough well-trained sales
associates to help your customers. There were 11 well-trained sales associates
at the Apple Store each in charge of different aspects of the sale. One sales
associate brought the products to us. The well-trained sales associates at the
Apple Store worked together as a team.
To give “Outstanding
Customer Service” at your business just like the Apple Store, train your
sales associates following the above 3 steps and your business will give “Outstanding
Customer Service” too!
Madeline Frank, Ph.D. is an Amazon.com Best Selling Author,
speaker, business owner, teacher, and concert artist. She helps businesses and
organizations “Tune Up their Business”. Her observations show you the blue
prints necessary to improve and keep your business successful. Her latest book
“Leadership On A Shoestring Budget” is available everywhere books are sold. If
you need a speaker contact Madeline at: mfrankviola@gmail.com