The ‘I’m Just Looking’ Customer

Before answering this month’s question—how do you handle the customer who’s “just looking”?—let me say I hope that you, as a salesperson, didn’t elicit the customer’s response by asking the age-old question “Can I help you?” That almost guarantees you’ll get back a “No thanks, I’m just looking” from the customer. I believe that “I’m just looking” has become simply a programmed response from a customer every time a salesperson says anything. In some cases the salesperson doesn’t even need to speak and the customer will still say it. Another important point to consider is that salespeople should never assume a customer really is “just looking.” If a customer has taken the time to go into a store, then the customer, either consciously or subconsciously, has some kind of desire or need for the merchandise in that store. People don’t randomly wand

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