{"id":18128,"date":"2022-08-20T23:00:20","date_gmt":"2022-08-20T20:00:20","guid":{"rendered":"https:\/\/iconicerp.com\/?p=18128"},"modified":"2022-08-19T16:35:19","modified_gmt":"2022-08-19T13:35:19","slug":"10-common-types-of-customers-in-retail","status":"publish","type":"post","link":"https:\/\/iconicerp.com\/ar\/10-common-types-of-customers-in-retail\/","title":{"rendered":"10 Common Types of Customers in Retail (and How to Sell to Them)"},"content":{"rendered":"\n\n\n
One of the things that makes running a retail store so interesting and fun (most days) is the fact that you can encounter an array of characters at your shop. From easy-going shoppers who make small talk, to customers on a mission who just want to get in and out of the store, retailers deal with various types of people on a daily basis. Here are 10 Common Types of Customers in Retail.<\/p>\n

And as any good merchant knows, there isn\u2019t one single solution or best practice for converting all kinds of customers. Every customer comes with his or her own set of traits, and retailers have to acknowledge these distinctions and tailor their approaches accordingly.<\/p>\n

To help you do this, we\u2019ve compiled a list of the most common types of retail customers that you may encounter, along with tips on how to approach and sell to each one. Check them out below:<\/p>\n

1. The well-informed shopper<\/b><\/h2>\n

Many modern shoppers will likely fall into this category. Consumers these days do a ton of research before making purchase decisions. They read product descriptions, compare prices, and check reviews so you can bet that when they walk into your store, they already know a whole lot about what you have to offer.<\/p>\n

The key to connecting with these shoppers is to g<\/b>et on their radar while they\u2019re still in their research phase<\/b>. Don\u2019t wait until they\u2019re standing in front of you to engage them (well-informed shoppers have likely made up their minds at that point, anyway). Instead, increase your store\u2019s visibility on online and mobile channels.<\/b><\/p>\n

How do you do this?<\/p>\n

Start by making sure customers can get information about your store, products, and services particularly when they\u2019re browsing the web. An easy way to do this is by\u00a0getting your inventory on Google Search and Google Maps<\/a>.<\/p>\n

Solutions like Pointy (acquired by Google in 2020) make this simple. Simply connect Pointy to your point of sale solution, and it will automatically display your real-time inventory online, so your customers can easily see what\u2019s in-store.<\/p>\n

How to deal with well-informed customers<\/strong><\/h3>\n

In-store, the best way to approach well-informed customers is first to acknowledge their expertise and listen to what they have to say. Then, ask questions to see if you can offer up info that they haven\u2019t uncovered in their research.<\/b><\/p>\n

Another approach is to provide information in a way that makes them feel like they\u2019re getting insider knowledge or access.<\/b><\/p>\n

It\u2019s also important to focus on value, rather than just features or prices \u2013 which they already know. For instance, if you\u2019re selling something that can be found in other stores, highlight the things that only you can offer. Do you have a better guarantee or have superior customer support? Let your customers know.<\/p>\n

2. The showroom<\/b><\/h2>\n

Showrooms are those who try on or check out products in person, but decide to purchase them online if they find a better price. You can usually spot them when you see customers using price comparison apps or scanning your products while browsing in-store.<\/p>\n

Many large retailers deal with showrooms by matching their competitors\u2019 prices. Best Buy and Walmart for example, have price-matching strategies to get people to purchase their products in-store. Of course, price matching isn\u2019t always feasible, especially for small and medium retailers with tight margins.<\/p>\n

How to deal with showrooms<\/strong><\/h3>\n

To convert showrooms, you need to shift their focus from price to value. You can, for example, emphasize the fact that customers can take home the product immediately, instead of having to order it online and wait for the product to ship.<\/b><\/p>\n

Or, you can bring their attention to any in-store offers, loyalty programs, or benefits that only you can offer. The key is to position your merchandise and store as distinct and aspirational. As we\u2019ve said in\u00a0our post on beating showrooming, you need to \u201cexert more effort in branding and avoid commoditizing your products. What makes you unique? What emotions or thoughts can you evoke in your customers? Identify these things and use them as selling points.\u201d<\/p>\n

3. The wanderer (aka: the \u201cJust looking around\u201d customer)<\/b><\/h2>\n

These are shoppers who just wander into your store without any real intention. They typically walk in because something caught their eye or they\u2019re simply killing time.<\/p>\n

How to deal with customers who are just looking around<\/strong><\/h3>\n

Customers who are \u201conly looking around\u201d should be acknowledged, but generally left alone. Resist the urge to jump in their face. If someone tells you that they\u2019re just browsing, respond positively to make sure they feel welcome and perhaps casually mention that you have some new arrivals or items on sale.<\/p>\n

You can say something like \u201cThat\u2019s great! Just so you know my name is Jane and if you need anything, I\u2019m more than happy to help\u201d or \u201cI understand, and just a heads up everything on the shelf over this is on sale.\u201d<\/b><\/p>\n

Other than that though, it\u2019s best to let them be, until they ask for help.<\/p>\n

That said, there might be some changes within your store that you can implement to get wanderers to buy. First, you want to make sure that your shop is presentable and is\u00a0laid out in such a way that it highlights your best and most profitable products.<\/p>\n

Another idea?\u00a0Encourage impulse buys. Let customers who just want to look around do just that, but consider having easy-to-grab items around that can make for good impulse purchases.<\/p>\n

\"10<\/a>4. The customer on a mission<\/b><\/h2>\n

These are customers who already know what they want and intend to just get in and out of your store. They want to get their hands on their purchases ASAP so they can leave and get back to doing other things.<\/p>\n

How to deal with shoppers on a mission<\/strong><\/h3>\n

The best thing you can do is simply not get in their way. If they have questions, give them straight-up answers, and don\u2019t try to upsell.<\/p>\n

Make the shopping process simple and convenient for them, so if you spot any barriers (like long checkout lines) eliminate them for the shopper. For instance, if checkout\u2019s taking too long, open another counter or offer to ring them up on the spot with a\u00a0handy mobile POS system.<\/b><\/p>\n

5. The confused or indecisive shopper<\/b><\/h2>\n

These are customers who aren\u2019t sure if they want to purchase or they\u2019re unable to decide what exactly to buy. Often, customers who are having trouble deciding either don\u2019t have enough information or have too much that they\u2019re overwhelmed.<\/p>\n

How to deal with confused or indecisive customers<\/strong><\/h3>\n

The best approach is to figure out their specific needs and educate them on what they need<\/i>\u00a0to know.<\/p>\n

Ask questions. What are they looking for? Are they having any trouble understanding aspects or features of your products? What do they know \u2013 and don\u2019t know \u2013 about your merchandise?<\/p>\n

If they\u2019re comparing products, give them the non-sales lowdown on the items that they\u2019re considering. Provide the pros and cons, and tailor your answers to their needs so they can make an informed decision.<\/p>\n

Your main goal should be to help and educate. You don\u2019t want to prod the customer to make a decision that isn\u2019t right for them, so be upfront about what your products can and can\u2019t do. Be honest. Your customer will appreciate it, and they\u2019ll learn to trust you. (And as we all know, that\u2019s so much better in the long run.)<\/b><\/p>\n

6. The bargain-hunter<\/b><\/h2>\n

The main thing that the purchase decision of bargain shoppers is pricing. They\u2019re after the lowest price, and they\u2019re willing to shop around until they find it. Brand loyalty doesn\u2019t really come into play here.<\/p>\n

How to deal with bargain-hunters or frugal shoppers<\/strong><\/h3>\n

One thing you can try is to make them *<\/b>feel*<\/i><\/b>\u00a0that they\u2019re getting a good deal. Sell them on value or point out why purchasing from you will actually save them money in the long run. Perhaps you have higher quality products, or as we\u2019ve mentioned earlier, maybe you can offer a better guarantee.<\/b><\/p>\n

If that doesn\u2019t work, then at least see if you can capture the information of the customer so in the event that you do run a sale or promotion, you\u2019ll be able to notify them.<\/p>\n

7. The chatty customer<\/b><\/h2>\n

These are customers who love to talk and tell stories, and while you like their enthusiasm, they can sometimes keep you from doing your job or taking care of other shoppers.<\/p>\n

How to deal with chatty or talkative customers<\/strong><\/h3>\n

If you encounter such individuals, take some time to listen and express a genuine interest in what they\u2019re saying, but know where to draw the line. Once someone becomes overly talkative to the point where they\u2019re holding up the checkout line or they\u2019ve gone way off topic, politely remind them that you need to get back to work.<\/p>\n

RetailMinded.com<\/b><\/a>\u2019s Nicole Reyhle shares an excellent tip on how to deal with chatty shoppers.\u00a0<\/b>According to her<\/b><\/a>, associates should look customers in the eye, smile, and say something like \u201cI would so love to talk to you more about this \u2013 but I see someone else who needs my help too. I will check back in with you, ok? Thanks for being here.\u201d<\/b><\/p>\n

8. A difficult customer<\/b><\/h2>\n

\u201cDifficult customer\u201d is a broad phrase, but this typically includes shoppers who are rude, condescending, or combative. Maybe they have a complaint about your products. Perhaps they\u2019re someone who isn\u2019t happy with the service they received. Or, they\u2019re simply having a bad day and are taking it out on you.<\/p>\n

Whatever the case, these shoppers can negatively impact the experience of your associates and customers.<\/p>\n

How to deal with difficult customers<\/strong><\/h3>\n

Handing difficult customers can be\u2026 well, difficult, but it\u2019s doable. The first thing is to stay calm and do your best to alleviate the situation.<\/p>\n

The last thing you want is a public scene (especially in the age of social media), so we recommend that you handle the situation away from other shoppers. If possible, invite the difficult customer to discuss things in your office or at the back of the store.<\/p>\n

Depending on the circumstances, you may need to appease the customer by apologizing and by refunds or store credits. However, if they\u2019re being unreasonable or downright obnoxious, it may make sense to escort them out of the store or call security.<\/p>\n

9. Your regular customer<\/b><\/h2>\n

Regular customers are the best types of shoppers to have in your store. They already love you (otherwise they won\u2019t be coming back) so you don\u2019t have to go for the hard sell.<\/p>\n

How to treat your regular customers<\/strong><\/h3>\n

Make sure they feel valued and remind them why they love shopping in your store. Find out what they love most about your business and demonstrate those qualities time and time again. For example, if you know that a particular customer likes getting one-on-one treatment from your associates, then be sure to give them just that when they\u2019re in your shop<\/b><\/p>\n

10. The gift-giver<\/strong><\/h2>\n

This type of customer is prevalent during the holiday season. Gift-givers are shoppers who are purchasing your products for someone else. The behavior of these customers depends on their relationship with the \u201cgiftee\u201d. In some cases, they already have their sights on a specific item. Others may only have a vague idea of what to buy.<\/p>\n

How to deal with gift-givers<\/strong><\/h3>\n

The best way to deal with gift-givers is to determine how knowledgeable they are about the gift they\u2019d like to buy. If they already know what they want, then you can point them in the right direction.<\/p>\n

Rely on smart and updated\u00a0restaurant POS software<\/a>\u00a0and the right people to manage your business operations smoothly while you prepare for the next steps of your business.<\/p>\n

Don\u2019t forget to follow us on\u00a0Instagram<\/a> for more restaurant trends and updates!<\/p>\n

10 Common Types of Customers in Retail,<\/span> 10 Common Types of Customers in Retail, 10 Common Types of Customers in Retail, 10 Common Types of Customers in Retail\u00a0<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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