How can you build rapport with gift shoppers?

Gift shopping can be a stressful and overwhelming experience for many customers, especially during the holidays. As a retail salesperson, you have the opportunity to make their shopping journey easier and more enjoyable by building rapport with them. Rapport is the feeling of connection, trust, and mutual understanding that you establish with another person. It can help you create loyal customers, increase sales, and generate referrals. In this article, you will learn some practical tips on how to build rapport with gift shoppers in your retail store.

1 Know your products

One of the first steps to build rapport with gift shoppers is to know your products well. This means being familiar with the features, benefits, prices, and availability of the items you sell. You also need to know how to match your products to the needs, preferences, and budget of your customers. By knowing your products, you can demonstrate your expertise, confidence, and credibility as a salesperson. You can also provide helpful suggestions, recommendations, and solutions to your customers' problems.

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Maria Kristine Villafuerte

General Virtual Assistant| Data Entry | Digital Marketing | Social Media Marketing | Google Ads| Accounting Clerk | QuickBooks| Online Tutor| Research| UX Design Student
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Understand their preferences, offer personalized recommendations, and create a seamless shopping experience. Utilize promotions, exclusive deals, and thoughtful packaging to show appreciation, fostering a connection that enhances rapport with gift shoppers.

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2 Ask open-ended questions

Building rapport with gift shoppers is key, and one way to do this is by asking open-ended questions that invite them to share more information about themselves and their gift recipients. Open-ended questions are those that require a more detailed or personal response than just a 'yes' or 'no'. For example, you could ask who they're shopping for today, what the occasion for the gift is, what the recipient's interests or hobbies are, and how they want them to feel when they receive it. Asking these questions demonstrates your genuine interest, curiosity, and empathy for your customers. Plus, you can gain valuable insights into their needs, wants, and motivations which can help you tailor your sales pitch and offer them relevant products.

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João Batista

Gerente de Vendas e Distribuição - Bens de Consumo FMCG
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Fazer pesquisas de satisfação e intençao de compras é fundamental. Faça uma rotina de perguntas aos seus clientes, crie questionários, faça programa de videlidade e saiba o que seu cliente quer e precisa.

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3 Use active listening skills

A third tip to build rapport with gift shoppers is to use active listening skills when they are talking to you. Active listening means paying full attention, showing positive body language, and providing verbal and non-verbal feedback. For instance, you can maintain eye contact and nod your head, smile and use a friendly tone of voice, paraphrase or summarize what they said to check your understanding, ask follow-up questions or make comments to show your engagement, and express appreciation or admiration for their choices or stories. By utilizing active listening skills, you can make customers feel heard, valued, and respected. This can help build trust, rapport, and connection with them.

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4 Compliment and praise

A fourth tip to build rapport with gift shoppers is to express admiration, approval, or appreciation for their decisions, actions, or attributes. For example, you can tell them they have great taste in fashion or jewelry, that they are thoughtful and generous, that they made a smart choice, or that they are creative and original to customize the gift. Complimenting and praising your customers can make them feel good about themselves and their purchases, boosting their self-esteem, confidence, and satisfaction.

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5 Use humor and storytelling

A fifth tip to build rapport with gift shoppers is to use humor and storytelling to lighten the mood and create a memorable impression. Humor and storytelling are effective ways to communicate your personality, values, and emotions, as well as connect with customers on a human level. You can tell a funny or interesting anecdote about yourself, your store, or your products. Sharing a personal or professional experience that relates to their situation or problem can also be helpful. Making a witty or playful remark or joke is another way to break the ice or ease the tension. Using metaphors, analogies, or examples that illustrate your point or message will help you make your customers feel comfortable, relaxed, and entertained. Ultimately, you can show your customers that you are not just a salesperson, but a person with a sense of humor and a story to tell.

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6 Follow up and follow through

A sixth and final tip to build rapport with gift shoppers is to follow up and follow through with them after the sale. This involves contacting customers after they leave your store to thank them, ask for feedback, or offer additional assistance. Additionally, you should fulfill any promises you make, deliver products, and resolve any issues that may arise. For instance, sending a thank-you email, text, or card with a personalized message; asking customers to rate their experience, write a review, or fill out a survey; offering them a discount, freebie, or referral program for their next purchase; updating them on the status of their order, shipment, or delivery; and handling any complaints, returns, or exchanges promptly and professionally. By following up and following through with your customers, you can demonstrate your appreciation and care while reinforcing your rapport and loyalty with them.

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João Batista

Gerente de Vendas e Distribuição - Bens de Consumo FMCG
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O pós venda é muito importante em qualquer venda. Deixae claro para seu cliente que ele pode voltar e ter apio às suas dúvidas, fazer trocas e ser bem recebido.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you build rapport with gift shoppers?

1

2

3

4

5

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7

1 Know your products

2 Ask open-ended questions

3 Use active listening skills

4 Compliment and praise

5 Use humor and storytelling

6 Follow up and follow through

7 Here’s what else to consider

Retail Sales

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How can you build rapport with gift shoppers?

1

2

3

4

5

6

7

1 Know your products

2 Ask open-ended questions

3 Use active listening skills

4 Compliment and praise

5 Use humor and storytelling

6 Follow up and follow through

7 Here’s what else to consider

Retail Sales

Rate this article

Thanks for your feedback

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