Understanding the Customer’s Shopping Experience

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Do you understand the customer’s shopping experience? Jonathan suggests asking customers what they have been through in the past, so your process improves.

VIDEO TRANSCRIPT: 

Of all the questions that salespeople ask customers, I find that there’s one area that often gets neglected and it has to do with the area of understanding the customer’s shopping experience. Today I want to share with you some questions you can ask to uncover how the customer feels as a consumer.

One questions to consider is this, “Folks do you mind sharing with me as you’ve been shopping have you had any good or bad experiences you don’t mind telling me about?” Let them open up and let them explain what they’ve experienced. A second questions I love to ask is this, “When you’re spending a lot of money whether it’s a couch, TV, or a car do you mind sharing with me what makes a good sales person to you?” Finally a question I absolutely love, “Folks you have so many choices in where you do business, do you mind sharing with me what’s important to you in where you do business?”

These kinds of questions will help the customer tell you how they feel as a consumer shopping and you understanding their shopping experience will help you give them a great experience. I’m Jonathan Dawson, thanks for tuning in to today’s Sales Tip.

You can find all of our tips from our trainers just like Jonathan, right here on-demand, 24/7 on CBT News.

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