I agree with you. Additionally, I'd like to recommend that salespeople keep their map or story brief, let the customer orient to the information you have provided, then to build rapport, briefly and warmly offer information on any item the customer picks up and holds for more than a few seconds. Also, offer to be their"shopping cart", free their hands. Its a courtesy, may help prevent shoplifting AND a customer who repeatedly has his hands freed usually buys more:-).

I also agree with you. The "I'm just looking" can mean a lot of thing's. I beleive it goes back to reading your customers ques and practice your active listening to find out the customers needs.

I get "I'm just looking" as a reply to "Afternoon sir, how are you today?"
I hope they diaf.

Brad, I hate to break to you but... saying “So what brings you into our store today?” is almost the same as giving a “verbal map” of the store you get almost the same response except now the customer annoyed.

If I say "Just looking" and you start telling me how to navigate your store, I will be out the door in 30 seconds. I find few things more insulting than the suggestion that I need help to determine if I am actually interested in something.

I am baffled by the very idea of suggestive sales techniques.

When I go into a store, it's not to make friends. I have my own thoughts going on, and I'm trying to make my list. I need to look around and get the lay of the land or the store and to get my bearings.

I do NOT want to be interrupted. I don't want some fool demanding friendship or a response "how are you today" and find it to be a rude intrusion on my shopping.

Don't ask me anything. Leave me alone. Let me think.

After I've been in the store for a while, if I look confused, THEN ask if you can help me and I'll probably say what I need.

But don't harass me and bother me. I'm there for ME not for YOU.

Brad...I really liked your article because it reminds me of sticking to the basics. Thanks!

I also see some pretty rude and ignorant responses (Diogenes) for example. I wouldn't worry about his tripe...

Professional salespeople understand that these customers aren't coming into your store to bust your b--ls. They just want a salesperson who knows what they're doing, knows their inventory, and who's going help them in a fast and courteous manner. How do you like to be treated when you go into a store to spend your hard-earned money?

See how easy that is? Good article - Good job! Thanks Brad !

I agree with growler; I have a sequence of looking, comparing, thinking my best choices over before I get to stage of wanting to ask questions. I can't stand a pushy salesperson annoying me with their presence. I am also savvy to the sublimnal sales techniques to push items on me and I resent it, generally won't go back to that store. The best policy for me is be there ready to assist as needed but otherwise let me look without your intrusions.

some of the comments seem to come from folks who have not had their coffee, or just always crabby??? I try to have a short, sweet 10 second "elevator speech" just to give folks the basics... even if they are just 'looking' - folks should always be greated, and given the overall basics, then if they are just looking, let them look, if they need help, you can pick up on attitude and interest to be of further help. know it alls like skye ang growler are in the minority of shoppers fortunately - nobody said we are here to be your next best friend, just to serve and help you make the best purchase for your needs - and hopefully save you some time and energy.

I have been in high end retail for nearly 30 years, and I can definately say there is a great deal of difference in the average customer base of someplace like Best Buy compared to, someplace like Nordstroms, which attracts customers because of their reputation for exceptional customer service. Generally I have found, that the more expensive or exclusive the merchandise for sale, the more sophisticated the majority of customers are, and they generally appreciate and expect the attention and thank you for the great customer service. I'm sure that there are still companies though, that don't care to go the extra mile to provide any service and those potential customers that feel threatened by someone trying to help them, or don't appreciate it can shop there. I just hope that these people realize, there is no reason to be rude when a sales person approaches you. Just say, "thank you, I'll let you know if I need help." and keep moving.

In my experience as a sales person I avoid the May I help You?.Instead I will try to make contact by saying,Is a fine day, is cold outside etc etc,most of the time that will lead to a brief talk.These relax the customer,then be a liottle suggestive for sales.

As a salesperson you need to remember that the customer has come into YOUR store. While they may be "just looking" they have come into your store for a reason...This especially hold true in stores which use an up system. Often times this is your customer until they leave so by letting them wander by themselves you are can't take another up until they have left. Though it may not always be best for the company, sometimes it's best for you as a saleperson to insist that the "just lookers" allow you to help them...even if this does sometimes backfire and chase them out of the store, at least they are no longer wasting your time and you can take an up that has potential

I work in a large used bookstore and I typically greet each customer as they come in with a "Hi, how are you doing. If you need any help or directions just let me know." The customers usually say thanks, sometimes ask right away for something in particular or just nod and head to the stacks. I give them time to look around and will usually pass by at some point to ask if they are finding everything alright and to offer a basket to carry their items or I'll offer to carry them to the front for them. I try to keep my eyes & ears open, listening and watching for cues as to what they might be shopping for - and offer help if I see them looking confused. At the register as customers check out I use that as an opportunity to offer suggestions on future authors they might want to try and I'll give them a tiny spiel on our trade-in policy. Rarely do we have a customer run away in terror!

well.. as it goes for "rude" comments,I don`t think so. People are different, as Diogenes I would like to be left alone aswell.. not everyone likes the small-talk and what else salesperson have to say. just difficult business. :) too bad we`re not superhuman and we can`t smell from the air what a person really wants. Though the "Hello" from the customer and a look from him/her should give a hint if they want the guidance or not.

If you say that you are "just looking" then
1. Do not talk.
2. Do not ask me any questions.
3. Note the time we close.
4. Do not touch anything.
5. Do not use the restroom.

I own a sleep specialty store. I've found that my customers almost to a person are not really browsing, they actually need a mattress. The very best welcome ever, as Brad points out, is the genuine smile. As I approach them with a smile, I say, "Hello, my name is Barbara", and hold out my hand. I've never had a single customer not reach out and shake my hand. Once you've touched someone physically (with a smile on your face), the walls come down. If they don't speak first (which they usually do), I say, "Would it be helpful if I........."