Comments on: How to Handle “I’m Just Browsing”

By: Sean

Sean — Thu, 09 Dec 2021 15:29:46 +0000

The best part about your advice is GIVING the customer your name. You introduce/gave yourself, now if they need/want something they are NO longer to a stranger

By: Adam

Adam — Thu, 26 Oct 2017 01:40:58 +0000

Maybe these tips apply to some people but there is a healthy demographic for whom these tips would provide annoyance.

Just let people browse. Anything else conveys that you underestimate their awareness that you want to make a sale, and, that you are overeager.

At most, just say “Welcome to our store!” and then let them get you if they have a question. They don’t need a GPS to find out where you are, if they want you they will find you and ask.

By: DC

DC — Thu, 01 Jun 2017 00:45:32 +0000

Actually, as an inveterate browser who loathes being contacted in any way while I’m shopping, I consider “No problem” a reassuring acknowledgement that I’m not going to bother or be bothered by anybody by continuing to just browse. It feels like the default expectation is “INTERACT!”, especially when there’s a person right there starting the interaction, so having that expectation automatically undercut is a great experience in a shopping venue. If someone tells me “I’m right here,” I take it as a sales tactic. If someone approaches me again (which has never happened, and boy am I relieved), I’d be pissed. When I say “Just browsing,” it’s not a “leave the door open,” it’s a polite “no.”

By: Farice

Farice — Tue, 03 Jan 2017 09:43:03 +0000

In reply to Lisa Romo. As far as I'm concerbed, I like being greeted upon arrival which demonstrate a care from the sales tenant. Anice word enclosed with a smile open up a wide gate of trust and a positive introduction.

By: Adam Toporek

Adam Toporek — Sat, 16 Nov 2013 02:46:27 +0000

In reply to Lisa Romo.

Agreed Lisa, it is really tough to train. I would say it comes down to knowing the environment, then reading body language and tone. But to your point — that is mostly art, not science.

Thanks for your comment!

By: Lisa Romo

Lisa Romo — Fri, 15 Nov 2013 21:46:07 +0000

Guilty! I have asked my staff to greet customers upon arrival as many of my staff expressed hesitation and outright inability to know when to greet a customer after that. There is always a risk when it comes to when to greet. The sweet spot is certainly the right time but finding it is an art rather than a science. Certainly, from a customers perspective I know there are better times than immediately after walking in the door but again, who knows for sure?

By: Adam Toporek

Adam Toporek — Tue, 05 Nov 2013 15:21:40 +0000

In reply to Michelle Quillin. Thanks Michelle! I'm a browser too. The majority of the time I do not want assistance, so I appreciate when service reps understand how to offer without being pushy!

By: Michelle Quillin

Michelle Quillin — Mon, 04 Nov 2013 15:10:35 +0000

I’m a browser, Adam, and when shopping for something specific, I’m #’s 1, 2 AND 3 — all at once! Your responses and tips for sales staff are perfect, and would definitely lead to a purchase if employed with me. Very non-pushy, helpful, and gentle leading down the sales path. 😉

By: Adam Toporek

Adam Toporek — Fri, 01 Nov 2013 19:25:12 +0000

In reply to Kaarina Dillabough.

You know Kaarina, that’s a great example! The browsing thing can be very challenging — some people want to be left alone, others expect immediate communication, and then there’s every level in between. Those reps could easily be trained to handle the situation better. I’m sure you would have been fine if they had just given you a polite greeting and then read your tone/body language to determine whether to engage further or not. No one wants to be pounced upon the minute they walk into an establishment.

By: Kaarina Dillabough

Kaarina Dillabough — Fri, 01 Nov 2013 15:00:49 +0000

Wise counsel here Adam. I was in to a shop that I drop into frequently to “browse”, as it’s full of interesting, eclectic things that tickle my fancy. Sometimes I find something I buy. Sometimes I simply store away the info for a later date. Or sometimes it’s just to refresh and rejuvenate, and soak in the experience.
However, I was dismayed the other day when, barely had I entered the door, when a sales person pounced on me with the question “What brings you in today?” I felt totally imposed upon, violated and attacked, even though the question seemed reasonable to the sales clerk. I “browsed” around for a while, and found that this must be the new line, because I heard all the salespeople ask it. And not only to each customer, but almost immediately upon their entry. A definite turn-off in my book. As I know the owner, I’ve offered my perspective to her in the past, only to be “yes but’d”, so I don’t think I’ll take the time to share this with her…yet. But it’s definitely off-putting to me, and something that, inevitably, if it happens again, I’ll be mentioning to the owner. A really invasive approach, at least to me. Cheers! Kaarina