Thread: The Four Most Damaging Words in Retail: “May I Help You?”

I sell women's shoes at Macys and we are FORBIDEN to ask that! We start our conversation by talking about the shoe the woman is eyeing. Always a win for me...

Originally Posted by Chaseme

May I help you doesn't work because it is a closed-ended question.

"How can I help you?" would be much better.

Hello, what are you looking for today?

Generally, I hate being asked that question when entering a store. I want my time to check things out, look at what they have and choose what I want to buy. If I have questions, I'll contact a salesman.
I'm always thinking 'just leave me alone', when they ask how they can help me...
In contrast, I liked when a salesman once said: 'Hello! Just let me know when I can help, I'm always there for you' and turned back to his work.

I agree with this thread, im always like 'leave me alone, im just looking'

Originally Posted by ElCabron

In contrast, I liked when a salesman once said: 'Hello! Just let me know when I can help, I'm always there for you' and turned back to his work.

Bingo! i'd love to hear that!

I work at Zegna. I tend to just talk to the clients to make them comfortable before I start with any merchandise. Can't say it works all the time, but I build lasting relationships!
It's also easy to see when "Hello, how are you doing today?" If they would answer me a certain way, or not even look at me. Everyone shops differently.

I used to walk B2B when I started my company. Let me tell you, It's hard to get someone to give you a 50% down payment on $3-10K within the first 30 minutes of meeting you. But I was able to do it all the time.

My tactic...

Walk into the business and smile first thing. Usually they would see my bag and associate it with a salesman. So the most common response was, "I'm not interested." without even hearing a word of what I had to say. I would just reply, "Oh, I'm not selling anything. I just opened my doors here in the neighborhood. Business is slow today so I figured I would just get out and meet some of my fellow business owners on the block."

That always led directly into buying questions. "Oh, I'm so and so, I'm the manager/owner, it's nice to meet you. So what is it that you do?" Inherently business owners want to know how well (or how poorly) other businesses are doing compared to them.

Before you know it, I'm selling them on the importance of websites, online marketing, print material, quality design, and gaining public interest in their business, and how it applies to the bottom line. 20-30 minutes of giving some free information has now built a bond and given the perception that I want my new friend and fellow business owner to succeed. Which I do.

What comes next 8 times out of 10? The question, "So if I wanted to have a website/other product done how much would it cost, and what would you need from me to get started?" After that, it's a done deal. The walls come down and they become relaxed and comfortable speaking to you. At this stage, if you listen carefully, they are telling you their problems and needs to better their business. And if you simply pay attention there are always opportunities for upsales and additional product sales.

However, If he or she is still hesitant, I take a look around and say, "Oh my mom/dad was just talking about this product you sell. I'll have to send them in here." This usually leads to more conversation and more trust being built. I close with, "If you need anything or have any questions, or know anyone that does, I'd be more than happy to answer them. I'm sure you'll see me around the neighborhood. Here's my card and contact info, Just give me a call." I've actually had people tell me they aren't interested, but by saying "if you know anyone that does", this has created a referral and new business many times.

Then once a week, I stop in and just say hello and ask how business is doing. The more they see me, the more likely they are to ask questions and work with me, as they are establishing a perception that I am the expert in the area. Not to mention I answer their questions with accuracy and a smile, and always free of charge. It's like a drug dealer. Give away the little stuff for free, and they'll come back as paying customers when they need something. I could probably write a book. So I'll cut myself off here...

My business is completely referral based now, but the B2B really paid off. I find common ground and a soft sell work best both for and on me.

^^^ wow, thanks! awesome b2b advice!