It’s started already, the negative comments about anything to do with Christmas.
‘Christmas is far too commercial’, ‘I’ll be glad when Christmas is over’, ‘I hate shopping at Christmas’.
Have you taken the time to explain to your team that negative customer comments are OK? They are a normal part of life in retailing... especially in the lead up to Christmas.
Be prepared to handle these comments positively. Get it right and your customer will feel better, you will feel better and the tills will be jingling with lots of extra Christmas cash.
You and your team need to be prepared. You need to practice acknowledging without getting caught up in the negativity and come up with some positive responses; responses that will help re-frame their thinking in a more positive light.
For example, tell them about the elderly lady who mentioned she is going to see her grandchildren for the first time or the man who said that he and his two brothers would be getting together for the first time in 15 years. Remind them that if it wasn’t for Christmas these things might not be happening.
You don’t have to make up examples, I’m sure that you and your team can come up with your own.
Click here for a FREE worksheet to help you to do this.
