Whether it’s being hailed enthusiastically upon arrival or being acknowledged with a quick smile and a nod, responsiveness is all about the first and lasting impression a sales representative makes. It’s about that first connection with a shopper. Think back to the last time you went shopping, did someone welcome you when you walked into the store? How long did it take before the staff indicated that they were aware of your presence? How long before someone offered to help you?
“You never get a second chance to make a first impression.”
Whether we attribute this to Oscar Wilde or Will Rogers is irrelevant, the statement stands. Humans are quick to judge. Whether you believe it takes half a second, 7 seconds, or half a minute, statistics show that making a good first impression has a powerful impact on the rest of the relationship.
Measuring responsiveness is the first step to understanding how frontline staff behaves towards a customer during the first contact.
A good sales representative will know that being responsive opens the door to building a relationship with a customer. Building strong relationships with customers leads to improved customer loyalty, which generates more sales. As a result, good responsiveness includes acknowledging a customer as soon as they come into a store, greeting them, and, above all: smiling.