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6 coaching tips to wow your customer
Lynda Abbas • 6 juillet 2020
6 coaching tips to wow your customer
We all know it, we have to catch up... so, help, any tricks are more than welcome! Time has come to learn 6 coaching tips that will strengthen your usual sales techniques.
These are like boosting guidelines that you can apply to feel more confident in this post-lockdown phase, because sales will not be the same as before!
Many of your customers will be afraid of catching the virus, and for some of them with vulnerable health, the fear is that they will die.
What is important to know is that fear can alter our behaviour.
For example, a client who is normally smiling and friendly might be grumpy or possibly aggressive, not that she is angry and wants to hurt you, but simply because she's scared.
Your role will be to reassure her, to calm her down, and this starts as soon as she arrives.
Except that in the post-lockdown period, even the way you greet her will not be the same anymore!
Remember before:
- To welcome a new client, you would approach her very closely to offer your assistance and expertise. You guided her to the product she was looking for and she could naturally touch and try it.
- And when she was a loyal customer, the one you love, and you welcomed her as if she were a friend, a sister, a mother, by kissing her or shaking her hand? How happy you were to show her the latest new products, or even better, the selected items that would definitely give her a crush.
Yeah, but that was in the old days! Here are the 6 coaching tips that you will allow you to win in a big way!
1. Create your welcome cocoon
Welcoming is critical
because your client has certainly taken some risks to come to your store in person (just like you did when you came to work!).
It is therefore absolutely essential when welcoming her, to reassure her about the sanitary measures imposed by your store for the benefit of both salespeople and customers.
Your speech must be polished and stated in a natural way to avoid giving your customer the feeling she is being hosted by C-3PO!
Indeed, the people remain at the heart of Retail, and that's what your client is looking for and appreciates.
When wearing a mask, you'll have to speak a little louder without it being perceived as aggressiveness, and remember to pronounce clearly because it's not always easy to understand each other at 1.50 meters from each other.
Let's talk about distance. You used to walk into your client's intimate communication zone, which is less than 50 cm away.
The good news is that you're less than 1,20 meter from your customer, so you remain within her personal communication zone!
That means that this distance doesn't interfere with a beautiful connection, and that brings a smile back, doesn't it?
What do you do when a loyal customer arrives?
Your beloved customer wears a mask, and that can be confusing sometimes. This is the time to use your sense of humor and spontaneity, because yes, this is a very new experience.
No more kissing, hugging or shaking hands, for the good of all, so you'll have to balance it out:
By your verbal language: thank her for making the effort to come and see you in the store.
Ask her how she is doing, how the lockdown went, and if her family and friends are okay.
And by your non-verbal language: your body language must be in harmony with your comforting words. The movement of your hands and arms is open and harmonious.
Your smile, hidden behind your mask, will be visible through your eyes, your enthusiasm will be heard through the sound and tone of your voice.
You have now understood that, whether for a new or loyal customer, since the implementation of the sanitary distancing measures related to the Covid-19 pandemic, welcoming is a major step.
We will all have to adapt to this context, both customers and sales staff, by adopting new behaviours.
Your responsibility as a salesperson is to make your customers feel comfortable, with empathy, as soon as they arrive in the shop, thanks to your welcome cocoon.
As you know, during the lockdown, we all had to adopt new rituals: frequent hand washing with soap, use of cleaning products (rubbing alcohol, bleach), plus, of course, wearing the mask, which was imposed on all of us. We also used and abused our screens!
Results :
Face skin may be wounded by the use of the mask: it shows us that it has a shape memory and lets appear the hurtful traces caused by the mask. The skin urgently needs to recover its bounce and density.
The skin too has been locked down and suffocated by wearing the mask: it wants to feel purified, clean, reoxygenated and deeply moisturized.
The wrinkles on the neck caused by the bent position of the head when we look at our screens for hours. This new phenomenon is also known as "tech-neck", and it requires the use of skincare products that will reduce the appearance of these "technological" wrinkles on neck' skin.
Hands are dry or even damaged, fingertips are wrinkled, and nails are weakened. So, if your brand sells hand and nail care products, this is a great opportunity to talk about it.
2.
Ask magic questions
Knowing all this, don't jump on your products, but rather ask the magic questions that will allow you to learn more about your customer:
- Do the elastic bands on the mask leave any marks on her face?
- If so, how long does it take for these marks to disappear?
- Did she notice any change in her skin during lockdown? Do pimples appear? Drier skin? More dehydrated?
- Did she feel suffocated by wearing the mask?
- What skin care products did she use during lockdown?
- Was she able to get some fresh air? Sunbathing?
- Is she planning to go out in the sun this summer?
- How are her hands and nails?
- What scent did she wear during lockdown?
- How would she like to treat herself today?
3.
Reveal your ritual
As you can see, your customer's answers will allow you to reveal your new post-lockdown skincare ritual, and here are a few examples that will meet her skin needs:
- A face cleanser to purify,
- A facial mask to reoxygenate lockdown skin,
- A firming and densifying skincare creme to give face and neck a smooth, firm and plumped up appearance,
- A super-moisturizing creme to regain a soft and velvety skin,
- A very nourishing creme to repair and soothe stressed skin, and if the texture is very rich, and you don't sell hand cream, you can suggest spreading the excess creme on both hands and nails,
- A fortifying base for nails,
- A repairing lip balm because the mouth is hidden, it is the best time to treat dry lips.
- A sun care to protect the face and décolleté.
4.
Surprise her in beauty
A lot of women have given up their makeup palette during lockdown so you're here to get them back on track with their self-image. Because, yes, makeup does build self-esteem.
After you have shown her the most suitable post-lockdown skincare ritual, surprise her in beauty by asking to take stock of her make-up routine.
Here are a few tips and advice that may give her a beautiful impression!
- Contrary to common belief, a foundation protects the skin from pollution and prevents it from aging.
- A veil of powder on the T zone boosts self-confidence (and incidentally allows you to have a flawless complexion during videoconferences!).
- Applying your eye shadow with your finger, helps limit the risk of contamination by brushes which, if not washed daily, are bacteria nests.
- This is the time to focus on eyes, don't hesitate to present your new products: mascara, eyeliner, kohl, eyebrow pencil, and, for eye shadows, let her discover the trendy summer shades.
- In hot season, you can switch from powder to cream textures / waterproof formulas for blush and eye shadows.
- It's essential to remember that removing makeup every night, regardless of bedtime, is a non-negotiable step.
5. Give her a new taste for fragrances
Our olfactory memory reminds us of the good and bad times in our lives. If your customer has had a bad experience with lockdown and has worn a fragrance during that time, it is very likely that this fragrance will become her “lockdown scent”.
If you have asked her how the lockdown went
- an important question to ask during the welcome cocoon - you will know whether it’s smart to suggest a new scent that will anchor the renewal emotions in her.
You can also rely on the magic question: How would you like to treat yourself today?
This question will reveal her mood and you will be able to draw inspiration from it to recommend her new skincare-beauty-fragrance ritual.
6.
Customers come back for you!
What are the reasons why today's customers will make the effort to visit you rather than buy everything online from the comfort of their own home?
What makes the difference? It's YOU. Your personality, your professionalism, your expertise and the energy you bring to the table.
Even if you sell the most beautiful brand in the world, you are the reason why customers want to come back to your store.
So here are a few ideas that might inspire you to maintain this bond with your customers:
- Ask them if they follow your brand's Instagram account, and if not, show them how.
- Invite them to a store or online event to preview the coming newness.
- Schedule a follow-up call or email to find out how satisfied she was with her purchase.
- Schedule an appointment for a hand massage or a free make-up application when the sanitary distancing measures are lifted.
- Offer her an appointment for a free make-up coaching with her kit and her own brushes. And if she doesn’t have all the accessories, it's an opportunity for her to stock up in your shop.
- If you have the freedom to do so, make a personalized tutorial for each customer to show them how to apply a particular skincare product or makeup.
- Surprise them even more by giving them fashion, hairdressing or nutrition advice, if you are passionate about any of these subjects.
My tips can be adapted to any sales technique, it's up to you to choose the ones that best suit your brand, your customers and of course your personality.
I'd love to hear your opinion: is there any advice you've already applied? Or that you want to implement?
Many of you may also need new coaching tips: please let me know what you specifically need and I'll write new content for you!
Your feedback is very valuable to the community of cosmetic brands ambassadors, so don't hesitate to share your comments!
Thank you for your attention and see you soon (and maybe one day I'll come and see you in person in your store). đ
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