CHAPTER 34
How to Handle “I’m Just Browsing”
One of the most important skills you can learn as a frontline professional is when and how to respect boundaries set by a customer. In retail environments, this boundary is often created by some version of the browsing response. When you approach a customer to greet and assist, you will sometimes hear something similar to one of the following: “I’m just browsing.” “I’m just looking.” “I’m just killing time.” Generally, when you’re confronted with the browsing response, it means one of three things:
1. The customer really is just browsing.
2. The customer doesn’t want to deal with anyone and wants to figure it out on his own.
3. The customer does not want to be “sold” and prefers to browse unassisted. ...
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