Response to "I'm just browsing"

[groovyjon]

When you approach a customer to ask if they need any help, and they respond with "I'm just browsing", how do you handle it?

Take the hint and leave them alone? Ask a few leading questions to find out what they're actually looking for? Engage them in friendly conversation? Something else?

 

[ashbash]

I usually say "fine, no problem, please ask if you need any info/help",
but if appropriate engage in general conversation - are they visiting/locals. looking for anything specific/gift/for someone/themselves, but nothing pushy.

Again, if appropriate, ie you have made positive contact, offer them a flyer or business card, perhaps with a discount offer on return, so they leave with a reminder - look at Doodles post about World Domination . excellent as an aide memoir

We also have local town guides as free giveaways, put a flyer in that too as a hidden bonus

Try and have them leave with something positive about visiting your shop, not just "well put things back where you found them and ...sigh..no, I'LL FOLD THAT THANKYOU" from Ms Passive -Aggressive shopkeeper of the year, as heard yesterday in bijou shabby chic shop.

 

[Lunazzurra]

I would echo everything ashbash has advised.

But also, be careful not to ask closed questions like: "Do you need any help?" or "Can I help you?" ask these will invariably invoke the negative reply, "No, I'm only looking, thanks." Try asking instead something like "How can I help you?" or "Are you for something in particular?"

Also try not jumping on them the moment they step over the threshold. Give them a little time to adjust to the shop's surroundings then just a simple, polite and gentle "Hello" or "Good Morning" whilst trying to make eye contact will usually suffice to begin with.

If you establish that they are just browsing you can follow that up with "okay, no problem, I'll just be over here [for example] if you need me."

There is no general rule as everyone is different and your approach to each and every person may need to be tailored to suit. You may also find that young people will expect you to be much more informal (but still polite) than with older people.

The important thing is, whatever, to leave them with a good impression of you and your shop - they may not buy today, but if they get a good experience they may come back another time and/or even tell a friend or two. Retailers are always working not only for today's custom but tomorrow's as well.

 

[Newchodge]

As a customer, if I am approached as I walk into a shop, and say that I am only browsing, any response other than something along the lines of -fine I'm here if you need anything - would have me walking out of the shop. I HATE shopkeepers who ignore what the potential customer has said to them.

 

[groovyjon]

But also, be careful not to ask closed questions like: "Do you need any help?" or "Can I help you?" ask these will invariably invoke the negative reply, "No, I'm only looking, thanks." Try asking instead something like "How can I help you?" or "Are you for something in particular?"

This is the difficult part though. Even your example of "are you looking for something in particular" is easy to answer with a short "No".

The way we train our shop staff is that they MUST greet any customer as the come into the shop (no question at this point, just a friendly "Morning" or "Hi there"), then let them walk the length of the shop so they can see what we stock, then approach them and ask if they need any help. It's just all too easy to get the browsing brush off though, but we just follow that up with "just let me know if you need anything then" - it shows we're friendly, approachable and helpful without being over-pushy.

But always keen to learn from others!

 

[directmarketingadvice]

When you approach a customer to ask if they need any help, and they respond with "I'm just browsing", how do you handle it?

Surely it depends on the situation. Would they really benefit from your help?

Jay Abraham has a story where he was working with a business (furniture store?) where they tested their usual, "Can I help you?" against something like, ""What ad brought you into the store today?" and the latter out-converted the former by a large margin.

But that was a store where people would have to drive out specially to visit, so they could assume the person saw an ad. It was also for a product where advice could really help the customer.

For a high street shop with a simpler buying process, you couldn't make the same assumptions.

Steve

 

[Lunazzurra]

This is the difficult part though. Even your example of "are you looking for something in particular" is easy to answer with a short "No".

Yes. Point taken. But this type of leading, open question is less likely to invoke a negative response. As I said, each situation/person is different and the trick is to know just how to encourage a positive response which will then, hopefully, lead to further engagement or interaction with the ultimate aim of a sale of course.

Another example of open engagement: Lady looking at three dresses, same style but different colours. You should be more inclined to say "They're lovely aren't they? Very in at the moment, which is your favourite colour out of the three?" Rather that just saying "Do you like the dresses?" or "Can I help you?" Too simple an example maybe, but the point being to illustrate the importance of positive engagement. If she then turns round and says "Nice dress, but I don't like any of the colours." then this opens up the opportunity for further open questions/feedback with perhaps other sales opportunities that you could suggest.

Also, have you considered that actually approaching customers, AT ALL, after they've been in your shop a short while might still be off-putting for some? It might be worth adding the "I'm here if you need me." type of line to your initial greeting. Give it a try for a day or two to see if it makes any difference. It'll cost you nothing and if it doesn't prove to work you can revert to what you were doing before.

I'm sorry if I'm teaching you to suck the proverbial, but although I'm no marketing expert by any means, I'm sure marketing people would back me up on these kind of techniques.

 

[AlexandraS]

I'm another grumpy walker. If I've said I'm browsing and you continue to chat or follow - I walk. I've also been known to tell the shopkeeper exactly why I'm walking. I'm not 3, if I need help, I'll ask!

 

[Philip Hoyle]

I'm another grumpy walker. If I've said I'm browsing and you continue to chat or follow - I walk. I've also been known to tell the shopkeeper exactly why I'm walking. I'm not 3, if I need help, I'll ask!

That's me too. A cheery hello, "just let me know if you need anything" and then a cheery goodbye will mean that I'm far more likely to buy something either this visit or the next.

Either being ignored, stared at, followed round like a lap dog, too much chattiness, or grumpiness if I leave empty handed means I'll be less likely to buy and almost certainly won't be back.

I'm a big boy now and will ask if I need any help!

 

[Scott-Copywriter]

When you approach a customer to ask if they need any help, and they respond with "I'm just browsing", how do you handle it?

Take the hint and leave them alone? Ask a few leading questions to find out what they're actually looking for? Engage them in friendly conversation? Something else?

You've answered your own question.

If the prospect wants help, they will ask for it. Saying "I'm just browsing" really is as straightforward as it sounds. They ARE just browsing and thus want to be left alone to browse. Any attempt to interact further would go against the prospect's wishes and thus lead into negative territory.

Responding with something like "No problem, just let me know if you need any help" is a safe bet. It breaks the ice, makes you more approachable and is likely to offer a respectable conversion rate.

 

[warnie]

I've developed a sixth sense for this after years in sales and now retail. The clue is normally in how they say it and their facial expression. If you read it correctly you'll know weather to push it or not. Just don't treat everyone with the same stock reply.

 

[alex richardson]

When I worked in sales I would never walk up to a customer and ask them if they need any help as its a closed question - they can only answer yes/no.

I would always ask, whats your favorite colour/where did you get your shoes from/I like that shirt, where is it from?

Hope these help....

 

[Homer J Simpson]

When I worked in sales I would never walk up to a customer and ask them if they need any help as its a closed question - they can only answer yes/no.

I would always ask, whats your favorite colour/where did you get your shoes from/I like that shirt, where is it from?

Hope these help....

If I'm honest I'd be straight out the door if you started asking my favourite colour etc. Just let people browse if that's what they want. It's annoying to be pestered when you just want to browse.

Otherwise it's as bad as pop ups on web sites!

 

[alex richardson]

Fair enough, I can understand why and it did happen.

Although as it was an upholstery/carpets store, the what's your favourite colour was in context, and it converting many more people than it put off.

The only thing I can attribute that to is that if your willing to tell me your favourite colour, then you have pictured it in your mind and how it will fit In with your current room layout..... Meaning you are in the buying frame of mind.

 

[paulears]

The important thing is to acknowledge the customer is present, but not annoy them. There's nothing worse than "can I help you", yet nothing is as bad as being ignored - or having the staff all chatting and then ignoring you. So a casual "morning" or other random comment works well, not requiring even an answer, so the salesman walking past just asking if it's still raining is an ice breaker, and doesn't annoy. It gives the people who want to ask a question an opening. Once people start to make buying signs then you can chirp in with relevant information - "they do that one in brown, as well".

So many ways to not be invasive - but the best tool is for the salesman to listen carefully to what they say, and use it to produce useful info.

That all said, I remember myself and my staff going on a Dale Carnegie training session, and one fella trying all this out - but it wasn't working, just blank faces - in the end he asked if he could help them, and got a "yes please, we want to buy a TV" back - you can't win!

 

[Homer J Simpson]

Fair enough, I can understand why and it did happen.

Although as it was an upholstery/carpets store, the what's your favourite colour was in context, and it converting many more people than it put off.

The only thing I can attribute that to is that if your willing to tell me your favourite colour, then you have pictured it in your mind and how it will fit In with your current room layout..... Meaning you are in the buying frame of mind.

Fair enough. I thought it was clothes retailer, but still I like to be left alone and If I need help, I'll find you. But that's just me, some people like to be give a lot of attention, some don't. I'm definitely in the don't category.

 

[paulears]

From the retailer's perspective - how else do you find the people in the store who are wanting to buy? If one is a tyre kicker, then finding out in a polite way is the only sensible process? Sure - we all hate pushy salespeople, but that's because they're lacking the empathy to realise they overstepped the mark. It's not what you say, but how you say it. I often used to size people up, especially couples, and try to make passing comments. I'd open a fridge freezer close to where a couple were talking, and start to clean an imaginary sticky mark from inside with a duster, and say in a stage whisper to the man, loud enough for the lady to hear - "if my wife knew I did this at work, my life would be hell at home..." There would be a knowing smile from the man, and a tut from the lady. Sometimes you'd get a comment from her back, telling you off - but that's the icebreaker done, and you can just chat. The obvious tyre kicker can't object to a comment when you pass on the way to somewhere else "There's a nice blue one of these over there...". Most tyre kickers just nod. The ones who reply is another chance for an in.

 

[arcon5]

If a member of staff asked my favourite colour or complimented my shirt I'd be majorly put out by it. I'd either think he was a terrible salesman or taking to Micky out of me. I certainly wouldn't go back.
One if the reasons we always avoid going in the likes of DFS (despite being tempted) is because we know what the staff are like! In one visit you'll either be stalked by one member of staff or asked if everything is okay by every member of staff.

 

[Newchodge]

From the retailer's perspective - how else do you find the people in the store who are wanting to buy? If one is a tyre kicker, then finding out in a polite way is the only sensible process? Sure - we all hate pushy salespeople, but that's because they're lacking the empathy to realise they overstepped the mark. It's not what you say, but how you say it. I often used to size people up, especially couples, and try to make passing comments. I'd open a fridge freezer close to where a couple were talking, and start to clean an imaginary sticky mark from inside with a duster, and say in a stage whisper to the man, loud enough for the lady to hear - "if my wife knew I did this at work, my life would be hell at home..." There would be a knowing smile from the man, and a tut from the lady. Sometimes you'd get a comment from her back, telling you off - but that's the icebreaker done, and you can just chat. The obvious tyre kicker can't object to a comment when you pass on the way to somewhere else "There's a nice blue one of these over there...". Most tyre kickers just nod. The ones who reply is another chance for an in.

Isn't that the problem. Retailers are looking at this from the retailers perspective. What you want is the potential customer's perspective.

If a member of staff spoke to my husband and I like that I would grin, in an embarrassed way, and make sure that any more time we spent in the shop was nowhere near him. I don't go into a shop for a chat with a stranger, I go looking for something that I already know I want, or to see what is available. Neither needs the intervention of someone else!

The way to spot the people who are wanting to buy is observation - those who are spending a little time looking at one item, those who are looking around in a bewildered manner and desperately trying to catch the eye of a member of staff who isn't engrossed in discussing last night's soaps.

 

[Doodle-Noodle]

We get loads of people in who say they're "just looking" or "just having a browse" - I usually say something along the lines of "it's the perfect place for a browse/plenty to look at here so do feel free" and then let them be.

I do think it's important to engage people in conversation without appearing to be trying to get your hands on their wallet - because of the type of shop we are people often spend a good half hour or so wandering around looking at things and because on the gift side most of it is handmade by local people, conversation seems to flow quite naturally with most of those who come in... they're interested in how things are made, what has been used to make it etc.

Ultimately of course, I want them to spend and no matter how much I try to appear casually making idle chit-chat, they know that too - it's a bit of a game really!

 

[siona]

we encounter a lot of visitors like that on our online business site. sometimes they do respond friendly and sometimes they are too rude. but we always ask them if they need any assistance. coz i always keep in mind:
SOME WILL, SOME WON'T!
SO WHAT?
WHOSE NEXT??

 

[CenturionSigns]

This is one of the things I really hate when shopping! Makes you feel harassed and sometimes makes me not bother browsing and I just leave.

I don't mind being asked if I need help, as long as when I say I am just looking, they say "ok give me a shout if you need anything" etc. Thats ok!

 

[Scott-Copywriter]

Another issue worth bearing in mind is the fear of sales pressure.

Someone may be genuinely browsing, but then take an interest in something and want to speak to a member of staff to ask a few questions. Now if you originally come across in the right way by leaving them alone when that's clearly what they originally wanted, then they're going to be far more comfortable approaching you to talk without the fear of being pressured and pushed into a sale.

However, if you initially came across as pushy and didn't leave them alone when they originally said they were just browsing, then what's the chances of them approaching to interact with you if they have any questions? It's far more likely that they're going to just avoid talking to you entirely.

Winning one or two sales with a more forward method may give you the impression that it works, but in reality, you could find that your sales conversion rate is actually lower overall.

 

[David1962]

"Response to "I'm just browsing"

I always found saying "well piss off and come back when you are going to spend" worked well.

Actually thinking back I might have only thought it rather than said it :|.

 

[daveymck]

I'm another shopper that hates to be talked too, but also am one that if want help will hang round the product and kinda look around, in most high street shops leading to me being ignored and buggering off.

So in my stall and marquee at events try to leave people alone but if see them hovering around an area or having a discussion with each other on how certain items work will go over engage, answer questions then withdraw to give them space to decide. Obviously get some people that then want to have a chat etc. It maybe am missing out on some sales by not being pushy but taking it to the extreme of say the apprentice last week just isn't in my personality.

 

[Root 66 Woodshop]

Unfortunately for some, I'm a salesman's worst nightmare.

If a salesperson approached me when I didn't want them, I tend to go into wind up mode.

Couple of weeks ago I was stood in Carphonewarehouse waiting to be served for about 1/2 an hour, a couple of folk walked out... me I stood there waiting patiently, had enough and when I was asked what I wanted I replied very politely...

"Can you tell me where Phones 4U is please?

 

[Deleted member 162294]

I tend to be less social when I'm shopping. So when I go in to a shop I like to look around for stuff on my own without anyone bothering me, so when someone asks me if I need any help I always just say "I'm just browsing"

 

[Vectis]

As a customer, what I prefer is sales staff who are visible but not talkative. I would actually prefer them to be busy doing stuff in the shop and not standing behind the counter, or standing in the middle of the shop, watching me.

I'd like them visible because, if I want help or to buy something, I expect staff to be around and not have to go looking for them.

I don't mind a bit of chat if I'm at the till paying for something but if I'm simply browsing I don't want to be engaged in conversation about the products.

 

[deniser]

I went shopping yesterday and popped into many shops and there were far to many sales people jumping on me and trying to engage me in conversation. I also say "just browsing" when asked and then expect to be left alone but the sales assistant should keep a watchful eye to see if I need anything in which case I can ask.

It's awful when they are quiet because they've obviously been told to speak to customers. In some chain stores they have a set script which staff have to follow and it sounds so unnatural.

With my retailer hat on I always only say hello and then do something else but keep an eye open for if they look like they might need help. You can pretty much work out those who want to be left alone and those who want to chat. For the chatters, I talk about the weather or anything local going on but not about the shop or the stock until they want to ask a specific question which they are then comfortable doing. It does help that my target market is young mothers who often have children in tow as they are good ice breakers - if in doubt, compliment the child!

Some shoppers are obviously lonely and can spend an hour chatting. It then gets difficult trying to get rid of them.

 

[Doodle-Noodle]

I went shopping yesterday and popped into many shops and there were far to many sales people jumping on me and trying to engage me in conversation. I also say "just browsing" when asked and then expect to be left alone but the sales assistant should keep a watchful eye to see if I need anything in which case I can ask.

It's awful when they are quiet because they've obviously been told to speak to customers. In some chain stores they have a set script which staff have to follow and it sounds so unnatural.

With my retailer hat on I always only say hello and then do something else but keep an eye open for if they look like they might need help. You can pretty much work out those who want to be left alone and those who want to chat. For the chatters, I talk about the weather or anything local going on but not about the shop or the stock until they want to ask a specific question which they are then comfortable doing. It does help that my target market is young mothers who often have children in tow as they are good ice breakers - if in doubt, compliment the child!

Some shoppers are obviously lonely and can spend an hour chatting. It then gets difficult trying to get rid of them.

Goodness, we get LOTS of those!!!!! One lady used to come in nearly every day and stay here for about 3 hours - she died recently so it doesn't happen anymore, but it was very distracting and a bit irritating to be honest, I felt really sorry for her though so never had the heart to tell her go away and come back when she wanted to actually buy something.

And before anybody says it, I do know that is not the way to run a business. Thank you :redface:

 

[pen2670]

Goodness, we get LOTS of those!!!!! One lady used to come in nearly every day and stay here for about 3 hours - she died recently so it doesn't happen anymore, but it was very distracting and a bit irritating to be honest, I felt really sorry for her though so never had the heart to tell her go away and come back when she wanted to actually buy something.

And before anybody says it, I do know that is not the way to run a business. Thank you :redface:

We have a lonely old man who comes in once a week without fail never bought anything and I'm convinced isn't remotely interested in doing so. So far I've tried being very busy, ignoring all but direct questions going to a different area of the shop, but still he comes in.

Considered the "excuse me but as a total stranger to me you are making me uncomfortable coming in just to chat" approach, but don't want any backlash if he's a much loved member of the community. Not 100% sure I'd have the guts to be that blunt either but have come to think it may be the only way out unless anyone has any other suggestions??

 

[Scott-Copywriter]

Goodness, we get LOTS of those!!!!! One lady used to come in nearly every day and stay here for about 3 hours - she died recently so it doesn't happen anymore, but it was very distracting and a bit irritating to be honest, I felt really sorry for her though so never had the heart to tell her go away and come back when she wanted to actually buy something.

And before anybody says it, I do know that is not the way to run a business. Thank you :redface:

I've never experienced this business-wise as I'm in an office on my own, but I know the type of people you mean.

It baffles me to be honest as I usually find it quite easy to judge when I'm intruding and when someone wants to get on with their work, yet it doesn't seem to register in other people's minds.

Even if I couldn't tell, I would instinctively know that I shouldn't spend anywhere near that long taking up someone's time in a work place, no matter how lonely I felt.

Mind you, the other theory is that they know they're intruding but they simply don't care.

 

[Doodle-Noodle]

We have a lonely old man who comes in once a week without fail never bought anything and I'm convinced isn't remotely interested in doing so. So far I've tried being very busy, ignoring all but direct questions going to a different area of the shop, but still he comes in.

Considered the "excuse me but as a total stranger to me you are making me uncomfortable coming in just to chat" approach, but don't want any backlash if he's a much loved member of the community. Not 100% sure I'd have the guts to be that blunt either but have come to think it may be the only way out unless anyone has any other suggestions??

It's really difficult isn't it? I do sympathise!

We used to have an old man who did that too - occasionally he bought a couple of beads (he made model railways and used the odd bead as headlights) but only ever spent about 20p when he came. He was obviously very lonely, he always had a runny nose which used to drip on the counter too! He died last year.

So if you like I could come down to you - seems I might be having an effect on them!

 

[HFE Signs]

It means in a nut shell, I don't want you to bother me... best to leave the customer to look on their own..

 

[Doodle-Noodle]

I've never experienced this business-wise as I'm in an office on my own, but I know the type of people you mean.

It baffles me to be honest as I usually find it quite easy to judge when I'm intruding and when someone wants to get on with their work, yet it doesn't seem to register in other people's minds.

Even if I couldn't tell, I would instinctively know that I shouldn't spend anywhere near that long taking up someone's time in a work place, no matter how lonely I felt.

Mind you, the other theory is that they know they're intruding but they simply don't care.

I think that some people are so desperately lonely that they just can't see it.

 

[ashbash]

Hmm...see Doodles and Die...

 

[rambofen044]

If your are skilled then you can engage them in a friendly conversation and help him find what he /she wants. Because of plenty of options customers get confused and there you can help them. If they say they r ok then let them alone. They may ask for your help later...

 

[Fred_the_frog]

I hate walking into a shop when the owner/assistant asks me if I need help. It's particularly common in phone shops-

Do you need any help? No, if I need help I will ask you. That's what you're there for, right?

Are you looking for anything in particular? Yes, but I am quite capable of finding it on my own. I assume if you want to show me to the product, then you want me to get out the shop quicker.

Also, as soon as I walk in I am asked if I need help: No- i've only just walked in therefore don't even know if you sell the product I need. And please don't ask me what product I am looking for, I can find it myself thanks.

Even worse when you are with a friend and the shop assistant is showing you a product, then stands there watching you when you really want to have a chat with your friend about it, and check the quality of it (I hate it when you've got a bit of clothing in your hand, point out a potential small defect to a friend only for the shop assistant to jump in and take if off your hands and get you another one).

But that's me.

 

[AlexandraS]

One lady used to come in nearly every day and stay here for about 3 hours - she died recently so it doesn't happen anymore,

Good to hear, I'd find it quite off-putting if she were still dropping by!