This is an excerpt from Retail Selling Skills & Customer Service Fundamentals YourTime Study Course:
It appears that even a warm, friendly comment of gratitude will activate the obligation to reciprocate on the customer’s part.
Real Life Study Shows:
A New York University conducted an experiment in a medium-sized electronics store. A subject entering the store was told in a warm and friendly manner: “Thank you for shopping here today. We appreciate having you as our customer.” As a control, the next shopper entering the store was not told anything.
The average amount of money spent by subjects who received the appreciatory comment was $408.03; the average amount spent by the 100 subjects who were not told anything was $240.54.
And it didn’t cost a penny to say Thank You!
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