The best retailers create environments that initiate and facilitate dialogue. And the best retail asset to initiate and facilitate dialogues with shoppers are retail employees. It is refreshing to read about how Uniqlo, a clothing retailer from Japan, trains and requires employees to start dialogue with shoppers. They use a simplified 6 question approach, with employees required to use at least 4 out of the 6 with each shopper.
“Hello, my name is x, how are you today?”
“Did you find everything you were looking for?”
“Let me know if you need anything. My name is x.”
“Thank you for waiting.”
“Did you find everything you were looking for?”
“Good-bye, we hope to see you again soon.”
Note the "did you find everything" question is repeated because it is required both on the floor and at checkout.
Full article from the New Yorker can be found here.
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