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A customer is standing at the hockey stick display holding two sticks, looking back and forth between them
They've already signaled they need help- walk over with urgency, open with a question about who the stick is for
A customer walks up to you directly and asks where the yoga mats are
Don't just point- walk with them, open a conversation about what they're looking for on the way
A customer walks into your department five minutes before close- they look like they need time
Your energy cannot change because of the clock- greet them with the same urgency and warmth as the first customers of the day. Politely let them know we are closing soon, offer assistance/ ask discovery questions.
A customer is in the clothing department pulling items off the fixtures and putting them back quickly - they seem frustrated
Approach with calm energy, open with a question that acknowledges they might not be finding what they're looking for
Ex: "Do you need a hand finding a size?"
A visibly frustrated customer is standing at the service shop, but hasn't been approached - They've been there for 5 minutes.
Don't wait for them to come to you- approach with urgency, acknowledge the wait, open with a genuine offer to help right now
A customer picks up a product, checks the price tag, puts it back, and moves to the next item... they have done this three times already
The'ye comparing and uncertain - approach with curiosity not a pitch, open with a question about what they are trying to find
A customer walks in and says " I've never been in here"
Welcome them in, ask them what brings them in for this visit. They could be just browsing, but this question is a great way to start of the interaction.
You approach a customer and they immediately say "I'm just looking thanks". What can you do?
Respect the response, don't dissapear- leave the door open with something that gives them a reason to invite you back
Ex: No problem at all, my name is David... right now Nike is 20%.....
A customer who waved off/declined help 5 minutes ago is still in the same spot and looking uncertain
Go back- their situation may have changed since the first wave off. Approach differently this time, acknowledge you don't want to interrupt, but noticed they might have a question
A customer approaches you while you're already helping someone else and says, "I just have a quick question."
Acknowledge them immediately, set a clear expectation, and don't make either customer feel dismissed. Balance urgency with presence.
A customer has headphones in and is scrolling their phone while standing in your department.
Don't walk past - get in their line of sight, use a warm smile and a simple non-intrusive gesture before anything else. Make them feel welcomed not interrupted.
A customer mentions within the first ten seconds that they had a bad experience on their last visit
Don't get defensive or rush past it- acknowledge it genuinely before anything else. "I'm really glad you came back", what are we looking for today?" "How can I make this experience better for you?"
A customer walks in during your busiest moment- Floor is stretched thin and they look like they need significant help
Acknowledge them immediately, even if you can't help right now. Communicate with your team to see if anybody is available/will be available before you.
A customer walks in already frustrated and says "I've been to 3 stores today and still haven't found what I need"
Don't rush to fix or sell- acknowledge the frustration first. Ask a clarifying question, and position yourself as the person who's going to help them end the search. Find solutions if needed.
A customer who doesn't speak English as their first language is struggling to communicate what they need
Slow down, use simple language, use product to bridge the communication gap- point, demonstrate, show. Patience and warmth communicate more than words