How to combat "Just Looking"

Hello.
I have listened to Joe Girard and Zig Ziglar's audio tapes yet i am trying to work out my initial ice breaker to a customer who comes in store.

I sell mobile phones for vodafone.
From what i have found is i get a lot of "just looking" even if i say how are you today.
What i am wanting to find out is if a customer says just looking what would you say to get there interest or to break the ice etc.
Cheers

What are you saying that might cause this knee-jerk reaction?

Originally Posted by projectaero Hello. I have listened to Joe Girard and Zig Ziglar's audio tapes yet i am trying to work out my initial ice breaker to a customer who comes in store. I sell mobile phones for vodafone. From what i have found is i get a lot of "just looking" even if i say how are you today. What i am wanting to find out is if a customer says just looking what would you say to get there interest or to break the ice etc. Cheers

Got to get your prospects excited and create an urge.

what i meant was this:

a customer comes into store and you say hi how are you today and they say "just looking"

this is a mobile phone retailer sales job that i do.
thanks

Originally Posted by projectaero what i meant was this: a customer comes into store and you say hi how are you today and they say "just looking" this is a mobile phone retailer sales job that i do. thanks

I've had those who say they're "just looking", then return later with others to make a group purchase.

I can often tell from tone of voice whether to proceed or attend to other customers. Are you experienced?

find the book entitled, "Retail Selling Ain't Brain Surgery, It's Twice as Hard" by James E Dion.

It's full of ideas about how to get to the next step.

Chuck

Its never an easy scenario, Primarily because the nature of most people (sales people included) is to be polite.

So instictively when someone says just looking we immediately feel we should just leave them be.

I am going to venture here to say something that is so basic, but amazingly many people never ask this follow up question.

I AM JUST LOOKING?

EXCELLENT, FOR WHAT?

lol, i guess in your industry the answer will be "for a phone"

then i suppose you might ask if they require a contract or pre paid!

Then you can ask them more exact requirements.

Bear in mind the main reason people say they are just looking, is because they feel if they seek help or assistance they personally will feel obliged to do business.

When I was selling toyotas I just loved this one! I would walk up and the first word out of their mouths were " I am just looking". I am sure other car salespeople can agree with me on this one.

They think it is a magic phrase they can use to keep you from pressuring them into buying. Some people do however, feel uncomfortable around people they don't know and want to look alone.

But usually they use this phrase as bullet to shoot you down, or at least try. But as soon as you walk away and respect their space they will find another salesperson, when they are ready to buy.

So what I did was say "Oh sure I understand, it's my job to be available if you have any questions or would like to have a closer look at something. Then immediately strike up a conversation based on something you notice about them.


Usually, this defuses them and they relax.

In a nutshell, they are saying don't pressure me! So you say,"I won't".
Hope this helps!

Originally Posted by staceylee When I was selling toyotas I just loved this one! I would walk up and the first word out of their mouths were " I am just looking". I am sure other car salespeople can agree with me on this one. They think it is a magic phrase they can use to keep you from pressuring them into buying. Some people do however, feel uncomfortable around people they don't know and want to look alone. But usually they use this phrase as bullet to shoot you down, or at least try. But as soon as you walk away and respect their space they will find another salesperson, when they are ready to buy. So what I did was say "Oh sure I understand, it's my job to be available if you have any questions or would like to have a closer look at something. Then immediately strike up a conversation based on something you notice about them. Usually, this defuses them and they relax. In a nutshell, they are saying don't pressure me! So you say,"I won't". Hope this helps!

You're right on Stacylee. Basically, you're saying to first validate the prospect (to show you're listening), and then follow up with conversation.

A great way to start that conversation after a prospect says they're "just looking" (but after you validate them) is to say "So what is it you're just looking for today?" with a nice smile.

9 out of 10 prospects will happily answer your question, and then you're on your way. Once you get beyond that initial brief moment of feeling uncomfortable, these prospects will open up to you. One in ten prospects will be upset that you're doing your job.

The best to you!

One thing you could say would be, "I understand, well, my name is XXXX and I know what specials are happening and would love to show you when you are ready. Is there anything particular you are looking for?"

1. Establishes common ground because I'm sure you really do understand.
2. Establishes a relationship, they know your name now (will they remember it? Probably not, but at least they "know you now.)
3. Establishes knowledge. How could they not want to hear about the specials?
4. A final open ended question for you to build upon.