Customer Centric

You have perhaps experienced  to purchase shoes with young kids. It could be a source of stress and a good sales person’s expertise is often part of the final decision.

The scene: Saturday afternoon in a crowed pedestrian street of Annecy (Savoie, France).
The shop: BERYL
The objective: Find a pair of shoes for everyday with an elegant sporty style (the compromise after having an intense discussion on flashy yellow and red sneakers).

After having browsed and tried some shoes, we have, finally, a short list of different models. However, a main doubt is rising when discussing with the sales woman: Don’t we have a brand new pair at home which could fit our needs?
The sales person has been very professional with an excellent sense of customer service. After having checked the appropriate size and helped to narrow the final selection, she decided not to push for a “One-shot” sale but rather to put the emphasis on the advice. She asked a lot of questions about the usage of this specific pair of shoes, what are the other shoes he’s got, when we purchased the last ones?…
She advised us to wait for having checked at home the other pair of shoes and then to come back for purchasing either this pair for an immediate usage or selecting another one for the fall season.

The result: We will come back to purchase some shoes not only for our son but also for his daughter and we have talked around us about our very positive experience.

Basically she gathered information in order to understand the needs, usage and context before making a recommendation. She focused on establishing a relationship with a potential client instead of just making a transaction.

I don’t know if it was conscious but it was very effective!