“What are you buying it for?”
“Oh, that’s wonderful…”
“Let me do that for you…..”
“I think you should grab a couple more…”
“That looks beautiful on you…..”
“Oh, I don’t like that one on you so much, not conservative enough…”
“You know what would really make that look sharp…. is a belt..”
“A necklace will really tie it together and show your personality…”
“You may want to grab another blouse with the 50% off promotion and mix and match this.”
“Good luck, I know you’ll get the job”.
Yep. That’s pretty much verbatim what sales associate Angela said to my 23 year daughter 2 weeks ago as we shopped for her first real business suit as she was about to interview for a customer service role in one of the largest investment firms in the world.
It was a memorable almost “wow” service experience as her mother and I watched Angela guide her through the buying process. She wasn’t pushy; she wasn’t hovering as in fact, Angela was helping two other customers at the same time.
It was however, so smart. It started with the right question. Not just “What are you buying?” But, “What are you buying it for?”
The rest of her comments and questions make smart sense. They are honest. They are helpful. They are overtly credible and said with the tone and content that she has “totally been here before”. And it was in the end, not about the suit at all – but about the goal our daughter had in mind – landing that job.
She did land that job. [Today, in fact :)]
And while the business suit Angela helped pick out for our daughter probably wasn’t the reason she got the job, it sure didn’t hurt and better, what a great lesson in customer service Angela gave her to steal from for the interview. It works on a lot of levels.
You can steal shamelessly from Angela too. Read the comments she made and the questions she asked. Think about them. Apply accordingly.
Till next time,
Grow The Business.
PS: If you’d like to see Angela in action, head to the clothing store Ann Taylor at Pheasant Lane Mall in Nashua, NH. I’m sure she won’t mind that I sent you there. 🙂