How to combat "Just Looking"

Hi there,

"Just looking" means they feel like you are going to sell to them. There is some resistance to you.

Think to yourself - I am helping this prospect - not selling. It does come across in your tone. It is a "back-off" signal. So, make yourself more approachable and don't ask the question EVERY RETAILER ASKS: Can I help you? this is just leading the prospect into the answer!

Instead approach them with a simple Good-morning, how are you? With sincerity and interest. If they are looking at a paticular brand of phone, suggest some benefits that paticular phone has to offer. Lets say they are looking at Nokia's, simply say: "we have just got some great new Nokia phones in this week and you will be absolutely amazed at some of the features" If the prospect doesn't react negatively, you can simply show them the one you think would match the type of person (woman usually like fancy colours and flip phones while men like simple plain colours with more fancy features)
Remember to ask questions - constantly! Ask what type of phoen they currently have, whether they are into technology? how much they know? ask ask ask. THe more you know the more you can sell them!

Also, they wouldn't be in the store if there wasn't something they were interested in! Something made them think: I should walk into this store! Find out what it is and you will make a sale!

Let me know how you go!

Your sales angel

Melissa

I agree with the car sales response!

A good conversation usually goes:

Me: Good morning! Welcome to ____. How are you today?

Customer: I'm just looking.

Me: Great! Well you came to the right place. Since you're just looking, I'll show you where everything is. Over here are the ____, and just behind them is ____ which have been really popular. Have you seen the new ____? Are any of those what you're looking at today?

Chances are, you will have gotten them comfortable enough to give you some information about their motivations.

Hi, Aero - Of course, you have to be sure you're greeting correctly, i.e., "Welcome in - I'm Aero - and you are? How may I be of assistance?"

"Aw, I'm just looking."

"Great! Who's the lucky one who gets the new phone? And what type of phone do you have now? And, what do you want to be different on your next one?"

Just a couple of questions like these will go a long way toward learning what is most important to your client AND in what direction to point them. Good luck!

Jon Q.
quadequick.com

Originally Posted by Skip Anderson Thanks for your response, ScotS. My concern about "Is there anything particular you are looking for?" is as follows: 1. This question is overused so has been rendered substantially ineffective. Virtually everyone shopping in a retail store is looking for something "in particular", but the challenge is that they don't trust us (sales people) enough to tell us about it; and 2. It's a closed question. Closed questions can be fatal when trying to foster conversation. It's just too easy for the prospect to say "no," and if that happens, you've lost your best opportunity for engagement. In my experience, the best generic opening question for a retail sales scenario is, "What brings you in today?" When used after some initial sincere rapport-building chit-chat, this is--in my opinion--every retail salesperson's best opportunity for engaging their prospects when a generic opening question is called for. The best to you!

I still use that response, but have modified it a little to be open ended.

"Just looking."

"Great I have plenty to look at, but what in particular were you looking for?"

the one I run into more often in my business (mobile tool sales) is customers who know they needed something, but can't remember what that was. Trying to jog their memory is a first class pain in the boo-tocks.

Pat

Originally Posted by toolguy_35 I still use that response, but have modified it a little to be open ended. "Just looking." "Great I have plenty to look at, but what in particular were you looking for?" the one I run into more often in my business (mobile tool sales) is customers who know they needed something, but can't remember what that was. Trying to jog their memory is a first class pain in the boo-tocks. Pat

I agree, Pat. One of the best ways to overcome the "just looking" response when you get it is to say what you say.

I also like quadequick's handling of it in the previous post.

One thing I've found works for me is to have a product in mind (preferably something new) and tell the "just looking" prospect about it.

In other words, after "I'm just looking", respond with, "Great! Say, have you seen the new XXXX? We just got it in this week!" It's a great conversation starter.

I think that would work great with something like your mobile products situation, where there's always some new gadget with new bells and whistles.

And try to get them excited about something. I've found that when people are excited about the product, your closing rate skyrockets.

And try to get them excited about something. I've found that when people are excited about the product, your closing rate skyrockets.[/quote]

I agree greg, and the best way to get your customers excited about your product is to be excited about it yourself. If you aren't passionate about what you sell how can you expect anyone else to be?

Pat

Originally Posted by toolguy_35 And try to get them excited about something. I've found that when people are excited about the product, your closing rate skyrockets.

I agree greg, and the best way to get your customers excited about your product is to be excited about it yourself. If you aren't passionate about what you sell how can you expect anyone else to be?

Pat[/quote]
I'm in the furniture business and most all of our shoppers will say "just Lookin". Here's what I do.
Before they get a chance to say, "Just lookin" you should mention the phase first, "would you like to look around?" This gives the shopper a since of relief that it's okay to look. You could follow the phase up with a this or that question such as are you
looking to update your phone or is it just time for something new.
Nine times out of ten, they will answer that question and allow you to get things started.

Im just looking

Response: Awesome! Thats what I do here most the day as well, Look at phones. Allow me to show you the coolest new phone we have. This thing will Mow your lawn for you.... No im just kidding, but It will direct you to the nearest store to buy a new lawn mower!

Kinda what i used when i sold dodges. seems to get people talking, I always like to have fun when im with a customer, make a few tastefull jokes. But that is my personality, May not work for you.

Originally Posted by quadequick "Great! Who's the lucky one who gets the new phone? And what type of phone do you have now? And, what do you want to be different on your next one?"

Did I buy a phone off you !!