How to Greet Customers in Jewelry Stores

Greetings are important. They are the customer’s first interaction with your brand and can leave a permanent impression.  

Mastering these moments can lend you a huge competitive advantage. This is because so few stores care to make an effort, despite customers giving feedback that it is crucially important.

The following sections outline some best practices for getting the most out of your customer greetings.

As you continue, feel free to contact us if you have any feedback or would like to learn more about our wholesale silver jewelry selection.

STARTER TIPS

First, acknowledge the customer’s entrance right away! 

If you’ve met before, personalize the greeting by using the customer’s name. Or try to remember a detail from a prior discussion to make this moment stand out among the others. When customers return to the store, welcome them back, instead of just saying ‘hello.’

The customer should not feel that an earlier visit has been totally forgotten. Unless, for some reason, none of the sales reps she met last time are present. If there is any doubt, asking whether the customer has visited before addresses this issue. It also helps orient the sales rep as well in terms of how much the customer knows about the selection.  

Staff are now routinely trained to use a variety of greetings, depending on the context. This helps convey the personalization, authenticity and depth of a brand.  

A WARM HELLO!

Customers are reported to often leave establishments when they are not greeted promptly. In retail, not being acknowledged by staff is the third most common customer complaint. And many of the customers who wander off offended probably won’t come ever back!

Apparently, most managers are not taking this into account when trying to maximize sales. Otherwise, it wouldn’t be such a common problem.

So give a warm welcome to all your prospective customers. Including the children and/or the friends accompanying the buyers. 

Only being nice to folks who pass your ‘value pre-screen’ sends the message that your kindness is purely transactional and disingenuous.

One standard I really love comes from the Ritz-Carleton. It is that “We are ladies and gentlemen serving ladies and gentlemen.” Employees find it easier to treat customers with respect when they are treated that way themselves in a work environment.

AND FURTHERMORE

Apparently, greeting customers with “Hi, Have you been here before?” also garners a significantly higher sales rate than “How can I help you?” Even small things that stand out like this bring the customer more into the moment.  

Also, it’s important to be careful with your compliments. Those that are fake will come off as insincere. Real compliments are fine. Avoid the fake ones, though! 

Small talk, about non-personal topics is a good starting point. This is unless you already know the customer and have established rapport.

Do not take on the mannerisms of the confused baby who you see below!

MANAGING MULTIPLE CUSTOMERS

If a new customer may need your help, make a rather enthusiastic and full-departure from the customer you’re currently helping, but just for a few seconds. It’ll be appreciated.

Also, customers waiting will at least know they’re in the queue. This is far better than standing there wondering whether they’ll ever get your attention.

This is sort of comparable to a waiter saying ‘hi’ and dropping a menu off at a new table, while on the way to doing something else. Acknowledgement of the need for future service buys you some time to provide the service before resentment at being ignored has the chance to begin to grow. 

A customer interaction does not need to be ‘full attention till the matter ends,’ unless it’s a check-out. 

It’s rather the art of multitasking your service and the distribution of your attention to where it might most needed. 

Even if you’re busy, try to avoid giving customers a minute pinky-wave, out of eye contact (like something that’d annoy Larry David). 

DO YOU NEED TO KNOW EVERYTHING ABOUT YOUR CUSTOMER?

Some sales departments strategize about a rep’s account knowledge. ‘Do you know the customer’s name, profession, graduating university, how many kids they have?’ 

This is probably excessive for a retail sales interaction, but discussing personal details may be more appropriate if the rep knows the customer quite well. Also, some small-town situations may call for significantly more casualness than would be appropriate in big cities. 

Not that you are looking to check these ‘boxes,’ but if you’re paying attention to the lives of regular customers, you’ll pick details up. Over time, this may also help you develop a sense of what the customer’s taste is. Once you know this, you can tailor personalized offers accurately, which customers often expect from higher-end brands.  

INITIATING RECIPROCAL SENTIMENT 

Treating your customers as guests reframes their visit. 

Extending something that isn’t normally extended gives you the chance to cement a positive memory and to stand out from competitors. 

I’ve experienced this kind of thing more often as a function of travel, where, for instance, I might be offered a mug of mint tea when entering a perfume shop in Cairo.  

Now, places of business are clearly not your living room, and these people are not in your home. But, if you offer something to make their visit more comfortable – coffee, tea, bottled water, anything – it’s important to realize that this positions you and your brand in a wholly different category in the customer’s mind. 

Here’s why: You were the first to be willing to ‘give,’ instead of waiting for that monetary transaction. You’ve just differentiated yourself positively from most other establishments in town. You were taking the first step in what is known as Guanxi in China, the ancient art of mutual reciprocation that can never escalate to a high level unless one of the two parties initiates it with a small, selfless act of kindness. 

Over the long-term, little actions like this will help cement your role as a positive one in the local business community. 

They also foster the desire for your customer to do something for you in return.

ATTENTION: TOO MUCH, TOO LITTLE?

The basic goal here is that the seller interact with the customer more or less precisely to the degree that attention and service is needed. 

New guests may require a bit of initial orientation, just to learn about the store sections. At least, this way, they don’t have to wander off in the wrong direction. 

Returning guests rather might be interested in what has changed or what’s new. 

Some customers may need attention from start to finish. Others will be introverted, and the ‘extra attention’ may make them uncomfortable. 

Pretty simple, right? 

It’s better to ask questions that are open-ended, so customers are encouraged to interact with you.

It’s important to be careful here, because ‘sales techniques’ come off as phony when they are inauthentic. One example being the constant use of someone’s name, as suggested by Dale Carnegie.

How to Win Friends and Influence People had some useful info. But when someone who wants something from me keeps repeating my name, it comes off as weird and manipulative.

The sales rep should be able to answer any basic questions and direct the customer down a path towards the sale. Storytelling! We’ve got another article planned to cover sales tips in much greater detail. 

CONCLUSION

Thanks for stopping by and checking out our post! A few key things to remember are:

Greet customers promptly, pesonably and uniquely. Treat them as guests. Give as much attention as is needed.

Avoid judgment. Strive for authenticity and to care.

From here, salesmanship involves more complicated elements of knowledge and storytelling. Check back in the future, as we’ll be expanding on this area in great detail.


Santa Prisca Silver is a wholesale silver jewelry dealer. Every piece is handmade by our artisans in our workshop in Taxco, Mexico. Shipping to the United states is free and takes three to five business days.

Feel free to take a look at our wholesale silver jewelry store, if you are interested in expanding your selection. We’ve provided examples of some of our pieces below.

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