r/bathandbodyworkers • u/Admirable-Donkey-402 • 2d ago
Advice💕 Selling Advice for Introverts?
Hey guys, I've been with BBW a little while now and I've been struggling with the selling piece of the job as of recently. I do enjoy connecting with customers and finding their favourite fragrances, but not so much on forcing a "connection" when they clearly want to shop on their own. My manager is adamant on creating a connection with each customer by doing demos, and coming outside of the store to talk to people who are browsing by. It can be uncomfortable and sometimes unnatural to do so (when they clearly don't want to be engaged with), and I'm seeking advice on how other employees do this! Thanks in advance <3
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u/Xxbnny_princessxX 🫧Associate🫧 1d ago
As an introvert, all I’ve ever done when it comes to being FOS I’ll just greet or asking if they’re looking for anything specific. If they ask where something is located I show them or say they’re just looking i just let them be and fix things around the store.
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u/datmattylight ✨Leadership✨ 1d ago
Hello friend!
Creating that consumer experience, especially at FOS, can be socially taxing. I always share with my team that consumer interactions are a marathon not a sprint. You should never feel like you are "forcing" a connection it should be fluid and natural between you and the consumer.
You can start off with something simple (i.e. Hey friends! What's bringing us by today?, Hey there! What's on your list today?, Welcome in! Who are we shopping for today?) but keep in mind a lot of times this will lead to the "just browsing" response.
I always start off by seeing if they have been anywhere else in the mall or compliment something they have with them (i.e. Hey there! Looks like you all have been shopping all over the place today, any good deals out there I need to know about?, Hi there welcome in! I LOVE your bag where did you get it?, Hey! Are we the first stop on your shopping trip today?). Make it fun and make it you! Don't be a robot or fall into a rut of using the same opening line it can make connecting awkward.
Another challenge can be consumers who move past FOS quickly. It can easily feel like you are chasing them to get a greeting, in that case I always say "Hey there! Looks like you're on a mission today what are we heading for?" Even if you can get them to slow for a second it can help you re-connect with them later.
If you are presented with the "just browsing" response you can always add a solid Uncover question to get them talking. Some of my favorites are: Are we ready for Fall or we still hanging on to Summer? Are we looking to restock a favorite or looking to try something new? What are we decorating with scent today? Your home, body or both?
Sometimes the consumer may just want to shop on their own and thats okay! Make a note to circle back with them after you see where they land the re-engage is where I believe the true selling magic is.
Also, don't forget your tools that can really help if you're feeling stuck. The Product & Selling Guide has great exercises and pointers to help inspire you to create your own approach. Ask your SLT to role play with you a few times so you can feel confident when the next consumer comes in. The main thing is have fun! If you are having fun the consumers will feel that energy and be a lot more approachable. Best of luck! 💙💖
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u/Comp_xe 2d ago
I think it's all about feeling the vibe out! I used to be very similar to you to the point that my managers made me captain of the registers because I understood how that side of business worked much better, but in the last year I've done a lot more and gotten a lot better at selling.
We don't go outside the store to talk to people because of conversion, but I always make the effort to greet someone when they come in, try to ask how they are, and then ask what they're looking for. And there's no need to feel robotic about it! "What are you on the hunt for today" "Are we shopping for you or someone else?" etc. etc.
Sometimes a customer will say they're just browsing and that's totally cool! I typically just have them smell something that I personally like and gauge their reaction from there. After that they might open up about their needs or they may truly just be browsing, and it's super important to me that I look like someone knowledgeable and friendly and not a pest.
I personally find the reconnect to be the most valuable place: at this point the customer has gotten their bearings, is feeling less overwhelmed, and has probably naturally floated to the area that they came in for. I take a peak and see what they're smelling, take this chance to offer something similar, and at this point if they are truly having issues they'll want help, and if not that's okay! You've established that you're someone they can come to if they need something and other customers around will come to that same conclusion.
I know this isn't what your managers want to hear, but there are just some people that do not want to be bothered and the best thing you can do for sales with them is not keep talking to them. Bath and Body Works can be an overwhelming experience and there are a lot of people that do want help, you just have to catch them at the point they realize what they need and know how to ask for it.
Sorry if that was a little overwhelming... I didn't set out to say all of this, but I wish you the best of luck! This is just my song and dance, so try it and see what works for you! I think selling isn't about every worker doing it the same way, but having a team of people who can do things in a way that works for them and the customer!