About Us

Karen Martin and Beverley Ireland-Symonds promote the value of having effective communication skills for individuals, teams and organisations.
Wednesday, 13 April 2011

7 Top Communication Tips for Retail Staff


I was in one of the big supermarkets yesterday and couldn’t find the product I was looking for, so I stopped one of the sales assistants to ask for help. I was surprised by the assistant’s response as she looked panicked and said she had no idea where the product would be and told me to ask someone else. I then approached another assistant and got the same response! Finally with assistant number three, I was taken to the correct aisle and he found the product for me.

Maybe these two sales assistants were new to the job or maybe they were both having a bad day, but either way, they weren’t providing very good customer service. This got me wondering about how much training staff in this store were receiving.

I worked part-time in a few different High Street stores when I was at university and I remember that we received the most basic training, but I believe that I still offered good service to the customers who came into the shop because I used my common sense. However, retailers can’t simply rely on all staff using common sense and understanding how customers should be treated. Sales assistants need to understand how to communicate effectively with their customers and it is up to retailers to provide this training.

7 essential communication tips for retail staff dealing with customers:

  • Language – the vocabulary that you use can totally change the message that is being given to the customer. Make sure that language used is appropriate for the target market e.g. the teenage market might be happy with slang, but will the rest of your customers?
  • Grading – If customers don't understand what you are saying, don't just keep repeating the same thing more loudly and slowly! Maybe the customer doesn't understand because he/she is from another country, has literacy problems, or maybe you are just using the wrong vocabulary. Grade your language – if the customer doesn’t understand what you are saying, find another way of saying it.
  • Intonation & Tone – the intonation and tone you use can change the meaning of your message. Something that is meant to be a simple instruction can sound rude or aggressive if said in the wrong way.
  • Body Language – you may be saying one thing, but your body language could be saying something else. Looking bored/uninterested or panicked doesn’t give the right impression to customers. Dealing with customers in a confident manner will make you appear more professional.
  • Eye Contact – make eye contact with customers when you are talking to them. This will make you appear interested in what they are saying and make you more approachable and friendly.
  • Smile – nobody wants to be served by a shop assistant who looks like he/she wants to be anywhere else but in the shop. Customers want to feel welcome when they enter the store and feel that they can approach you.
  • Find someone who can – if you really can’t help the customer then find someone who can. Either direct the customer to the correct person/counter or take them there yourself – don’t just say you don’t know and walk away!

12 comments:

Unknown said...

Nicely explain the concept of Communications Skills required for Retail Staff.Points are very well explained ,I really like this article . Regards, Sanyacommunication skills training

Unknown said...

Really nice article on Communication skills . I really like this article.Regards communication skills Training

Unknown said...

Communication is a two way system. Through good communication skills we are able to communicate well and explain our views in front of others.Regards Communications Skills Training

Ecube training said...


Very nice document posted here.I really love it and i want to say that Ecube training provides sales & customer service training in Dubai.

Unknown said...

To become effective communicators we need to be aware of a few fundamental tips as mentioned in this post so that we can use in our work and life interactions. Thanks for sharing them!!
Outbound Team Building Training in Bangalore | Leadership Trainers in Bangalore

Unknown said...

Communication is a vital part of every business, relationship, and work. So, we never deny the importance of communication. Especially in business, we need a good level of communication, it helps to improve our business relationship and working structure. In sales and marketing communication is really important and here in this article, we learn some basic tips regarding communication and its benefits. Thanks for such a wonderful article.
Communication Skills

Aman said...

The simple method to develop clear, compelling messages you can use to help you grow your business. communication training in pune

Aman said...

The simple method to develop clear, compelling messages you can use to help you grow your business.. Communication Skills Training in Pune

klotylda said...

That's very interesting. By the way, have you heard any opinions on microsoft dynamics 365 erp, is it any good? My company definitely needs a new one!

DIAC said...

Communication Skills Training in Delhi NCR ⁞ Soft Skills Training Company in Noida
We provide a range of Soft Skills Training For skill development, personality development, corporate grooming, interview preparation, business communication, career counselling.

Engvarta said...

Great deal of valuable article allocated by you. I am sure this might turn out to be advantageous for a majority of apprentices who want to enhance their communication skills. Keep updating.
English practice App | English speaking app

Anonymous said...

I'm Абрам Александр a businessman who was able to revive his dying lumbering business through the help of a God sent lender known as Benjamin Lee the Loan Consultant of Le_Meridian Funding Service. Am resident at Yekaterinburg Екатеринбург. Well are you trying to start a business, settle your debt, expand your existing one, need money to purchase supplies. Have you been having problem trying to secure a Good Credit Facility, I want you to know that Le_Meridian Funding Service. Is the right place for you to resolve all your financial problem because am a living testimony and i can't just keep this to myself when others are looking for a way to be financially lifted.. I want you all to contact this God sent lender using the details as stated in other to be a partaker of this great opportunity Email: lfdsloans@lemeridianfds.com OR WhatsApp/Text +1-989-394-3740.