Customer service skills and sales techniques

Essential Customer Service Skills in Retail Floristry

Learn about your product knowledge: The most valuable service you can offer as a florist is to truly understand your products. This means knowing the different types of flowers and plants, their care needs, their symbolism and their seasonality.
Develop active listening skills: Always pay full attention to what the customer is saying or asking in order to understand their needs and wants. Showing empathy and making suggestions relevant to their needs will help you to provide great service.
Enhance communication skills: Be clear and concise in your communication, whether face-to-face, over the phone or online. Avoid using floristry jargon if the customer doesn’t understand it to ensure clarity.
Possess problem-solving abilities: Floristry can deal with delicate situations such as weddings or funerals. Being able to provide solutions to problems and reassure customers during stressful times is a valuable skill.
Practice patience and empathy: Dealing with customers requires patience, especially if they are upset or unsatisfied. Empathising with their situation and responding with kindness can help maintain customer relationships.

Effective Sales Techniques in Retail Floristry

Master the up-selling strategy: This sales technique involves recommending a higher-priced alternative or additions to the chosen product, such as additional flowers or premium vases. Do this effectively by explaining the benefits that the customer may gain from the higher-priced item.
Utilise the cross-selling method: This involves recommending relevant additional products, such as flower food or cute cards to go with a bouquet. Make sure the suggestion is related to the initial purchase, enhancing the customer’s experience.
Provide excellent after-sales service: Reach out to customers after their purchase to check if they’re happy with their flowers and the service provided. This fosters relationships and can lead to repeat business.
Offer product care advice: This not only shows your expertise but also extends the product’s lifespan, proving to customers that you care about their experience even after they’ve made their purchase.
Embrace visual selling: Create attractive displays of bouquets and arrangements to draw the customer’s eye. Use a range of heights, colours and sizes to create visually engaging displays.

Remember that great customer service and effective sales techniques go hand in hand in the retail floristry business. Establishing trust with customers can lead to higher sales, repeat business and lasting relationships.