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How Do I Keep My Customers Off Their Cell Phones While in the Store?
December 14, 2006
Uncivilized cell phone use is out of control. Mobile phones now ring at weddings, funerals, job interviews, and surgical procedures. No event is immune. As friends and colleagues, many of us are polite when this happens. The phone rings, the other person gets it and we say, "No problem." This is a daily scenario repeated millions of times. I feel unless you are the President of a country, an on call cardiologist, or the only person with nuclear launch codes, you do not need to answer the phone. It is especially rude if you are talking with someone in person.
The Scenarios… (1) You’re in an intense sales presentation and the customer’s cell phone rings. They proceed to answer and without delay say, “I will think about the ring and come back when I have more time." (2) A customer walks into your jewelry store with their cell phone hanging on their ear like an extra lobe. Too busy to look around; he hurriedly tells you what he needs. Realizing you can’t get in a word edge-wise you show him only what he wants and he leaves with spending a minimal amount because he was too busy talking on his cell phone. (3) A customer waiting to be helped receives a call on their cell phone and starts blurting out steady streams of shocking and confidential revelations while others are shopping.
The facts:
- You have to wait until the customer is done talking on the phone to proceed with your sales presentation.
- The interruption many times causes customers to get distracted and could possibly mean losing the sale.
- You can’t yell at the customer and say, “You’re being RUDE!”
- Who needs to know all the intimate and creepy things we and our other customers are now forced to overhear?
The problem…How do I get my customers to refrain from talking on their cell phones while in my jewelry store?
The solutions… (1) I’ve been in this dilemma many times and I think I’ve finally figured out a solution. Buy a kwikSynCh charger! The KwikSynCh charger is a multi-charger that offers car/ wall/ USB power and data capabilities for small electronic devices. Offer your customers to charge their cell phones/PDA’s while they shop. For example, “Mr. Jones I know how fast the battery is used up in your Blackberry/Palm/Audiovox. Would you like me to charge it while you shop? I know how important business calls can be and this way you won’t have to have it plugged in while you’re in the car.” OR “I know how useful your PDA can be and this way you will have enough battery to write some more emails and use the internet.” (2) Not something I would do but I’ve seen signs in jewelry stores saying, “Please Refrain From Using Your Cell Phone While in the Store.”
What Would You Do?
Previous Cases:
December 1
The Jewelry Store That Hands Their Customers Rap!
- The customer has a copy of Rapaport and walks into your store to compare prices.
- What do you do when your price is higher than your competitor?
December 8
Who Gets the Commission?
- Your senior sales person butts into other staff members sales.
- What do you do to make the staff happy and who gets the commission?
Please add your knowledge of how you would handle the situation or email me (shanu@gulianis.com) with your own situation whether it’s about your staff, boss, another store, or a co-worker.
Posted by Shanu Singh Guliani on December 14, 2006 | Comments (2)
