Today I want to share some valuable insight into some of the best one-liners I use to help me connect with my customers. There are a handful of one-liners that I often use that are designed to offer the customer something different by relaxing the customer and establishing trust. It all goes back to my philosophy in Modern Day Selling on creating a show-time experience while selling your customer. Always remember that the modern day customer is tired of the same old greeting and sales tactics that they have seen for years. Today I offer you something new and different to give your customer a unique shopping experience.
It all starts when I greet my customer. The standard customer is accustomed to walking in and getting the standard: “Welcome to our store. My name is Brian. How can I help you today?” I take a totally different approach to the first time customer. When they walk through the door I pop up with a smile, great eye contact and deliver: “You look like you know exactly what you are looking for today?” I do not say, “Hi, how are you doing?” or “Welcome to the store.” I like to sweep them off their feet emotionally. I go straight to the one-liner and it always catches the customer off-guard and they almost always respond in one of three ways:
1) “Yes, I am looking for diamond tennis bracelets.” (All the games and guess work are out the window. The customer actually appreciates that you are saving them time and energy.)
2) “No, I have absolutely no idea what I want.” (This opens up opportunity for dialogue with your customer. At this point you can be the expert and offer sound advice.)
3) “No, I just want to look around.” (Give them about 30-45 seconds to look around. Then walk up with a smile and say, “It would be too easy if they told you exactly what they wanted!” You would be surprised how many times the customer will open up and start sharing what they really were thinking about.
The next famous one-liners that I use are designed to help men and women relax when they enter your store. Let’s say a couple enters the store and I use the previous one-liner to open up. They share they are looking for engagement rings. I then follow it up by introducing myself and getting their names. Afterward I look the man in the eye and say, “Jake, I am here to make this as painless as possible for you.” Instant laugh or smile every time by both people. This relaxes the man and assures him that you have his back. I am there to work for both of them.
Immediately I follow this up with, “The diamond engagement rings are right over here. You picked an excellent day to shop because today they are buy 10 get 1 free.” Again instant laugh or smile almost every time. You have now just connected with the customers and the guy is usually tuned into what you are saying now. People tune in when they are laughing and having fun. This greeting style sets the tone for the whole sales process.
I share this with you because many times the men feel out of their element and think that you and the bride-to-be will gang up on him. If you are able to relax him, make him laugh and tune into the process, things will be much easier when he come backs to pick out the center diamond. This is one of the reasons I rarely ever have to pull out a certification when selling a loose diamond. The men already trust me and know that I am looking out for their best interest. This makes selling so much easier and many times effortless.
The final one-liner that I will share with you today is a powerful statement that is designed to establish trust and open up the lines of communication. When a customer is guarded or not opening up, there is always a point where they will actually ask a question. “May I see this please?” I always walk up with a smile and say, “You are the boss! I work for you! Just tell me what you need?” This can be used at many different points of the sale. The previous couple shopping for rings is a great example where you can use this line to let the woman or the man know that you are working for them. Customers like knowing that they are in control and many feel empowered knowing that they have someone working for them. This will most certainly open up dialogue with your customer and make the sale flow smoothly and effectively.
In closing I will share one final show-time one-liner that I use with customers that I am well connected with. During the process I will offer to clean and check their jewelry to buy them some time and give them some space. I want the customer to see me working for them and offering a service that will benefit them. Of course I also want them to smile and laugh a lot. So when I come back from cleaning their ring I walk up with a puzzled or concerned look on my face and say, “Your ring looks beautiful, but you know about the one big problem, right?” Suddenly the customer has a concerned look as well and they usually ask what is wrong? I follow it up with a big smile, “Your ring tested positive for margarita mix! Can you explain that to me?” Again instant laugh, relief and excitement. I am giving them a show to remember!
I hope that this article has been fun and opened your eyes to new avenues to success. I encourage you to explore your sales presentation in more depth and find a few one-liner’s that work for you and your customers. Make sure they are designed to relax the customer, make them laugh and give them a memorable shopping experience. For more insight I encourage you to read my book, “Modern Day Selling: Unlocking your Hidden Potential,” which can be found on most major book-sites.
Brian Barfield is a two-time published author, worldwide, who specializes in offering fresh new insight in retail sales training. Modern Day Selling offers a unique perspective in teaching sales associates how to reconnect with their customers and how to achieve greater success in their sales career. For more information please visit his website www.moderndayselling.com. Brian also offers in-store sales training and can be reached at brian@moderndayselling.com.
