Train your staff, and yourself, to listen actively, and demonstrate to your wine shop customers that you’re hearing what they’re saying. [level-members]
I read study recently that said that if a waiter repeats a table’s order back to the table – using the exact same words as the diners used when they made the order – the waiter’s tips are 20% higher.
That’s an example of the kind of active listening that gets people to respond. Obviously, you’re not fishing for tips, but engaging your customers is a great way to win their business long term. Don’t worry about selling another bottle that same day. Worry about getting the customer into your shop more often and with more positive expectations about their experience working with you. [/level-members]