Chapter 15. Congratulate customers
"Congratulations" is a word that should be heard all day long. Many customers are purchasing for someone else or for a special occasion. Sincerely congratulating them values their decision to make a purchase for someone they love. It is always a pleasure to be recognized when making a gesture.
Congratulations can be given at the beginning but also when something is discovered. The Sales Ambassador discovers that the gentleman wants something for his daughter who has just graduated from university. A couple is looking for a wedding anniversary gift for her after seven years of marriage. A young man just got his first job and wants to purchase a gift for himself.
"Congratulations" is also a word that should always be used when the purchase is completed. Once the customer decides to buy, the first phrase out of the mouth of the Sales Ambassador should be "Congratulations, you've made a wonderful choice."
Congratulate, congratulate, congratulate (with sincerity)!
Get Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
