3.
Re: Is that all for you, today? May 16, 2008 4:29 PM
I agree. In terms of sales psychology, "Is that all for you?" is a closed question. It implies that the clerk doesn't want to do anything else -- plus the easiest and most likely answer for the customer to give is "yes" (and that answer doesn't help the store sell anything else).
"What else can I get (or do) for you today?" is a much better question. It's an open question that obliges the customer to say something other than "yes" or "no," and it sends a message to the customer that the clerk is willing to offer more.
A well-trained clerk will know how to read the customer's response to that question. If the customer's verbal or non-verbal reaction reflects yours ("What, my $52.00 shirt isn't enough?"), the clerk will strongly reinforce the customer's decision ("Well, you are getting that really nice shirt!") and complete the transaction quickly. It's easy to read when customers have everything they want and are positively done shopping.
If the customer seems open to something more however, the clerk upsells ("You know, we have a couple of ties that would look great with that."). Maybe the customer indicates that he doesn't need a tie because the shirt is just for casual wear. So the clerk might ask if the customer likes khaki slacks, and note that they are buy one, get one half price today.
Providing retail clerks with a little training (on what to ask, and when to upsell or just get the customer on his way quickly) has helped turn a lot of $52 transactions into $300 transactions. In fact, I don't see how brick-and-mortar retailers even stay in business if they're not training clerks and other salespeople on these techniques. Face-to-face interaction with a customer is the strongest advantage they have over web-based competitors, plus upselling at check-out accounts for about 20 to 30 percent of total sales volume for my retail clients. Someone who asks, "Is that all for you?" might as well have a self-service register.
