One of my first jobs in sales was at Sears selling computer, early cell phones (the ones that were about as large as a shoe-box) and other home/office equipment. At one point, I told a fellow worker that if one more person said "I'm just looking" then I was going to quit. So, I went up to a customer and said, "Can I help you?" and they said, "I'm just looking." Argh!
I didn't quit like I said but believe me, I was at wits end and I wanted to.
OK--what is the moral of this first part? The moral is if you ask someone if you can help them, they will answer "I'm just looking" about 95% of the time!
So, the first way to overcome "I'm just looking" is to make sure your customer doesn't say it. Here is a good way to do it--to have a great greeting. Here are the steps to a great greeting.
1) Approach your customer with a smile and with confidence. Don't pretend you are not headed towards them as you get closer and don't frown (for God's sake!) while approaching them.
2) Smile and say, "Welcome to Marvelous Motors! My name is Biff, and you are...?" They will give their names.
3) Very nice to meet you! Is this your first time up here or have you been here before?
4) After they answer, keep asking them either/or questions, maintaining control and building rapport.
The second way to handle "Just looking" is to realize that it is simply a reflex action and that people are never "just looking." Yesterday, I saw a lady and her son outside and I went out there and greeted them on the lot. I slipped and asked if I could help them (whoops!) and the lady said, "I'm just looking." Luckily for her and me, I ignored it. Why was it lucky for me? I sold her a car. For her? She got the car of her dreams.
Speaking of the lady--I almost put my foot in my mouth with her. She told me that she kept coming back to the tan car as she looked at a tan Cobalt. I said confidently, "Well, Janet--if there is one thing I have learned is that your first choice is always your right choice--just like in school. If you are taking a test and change your answer, the first one was always right." I smiled--man I was so smooth. Until...
...Until her son said, "Actually, her first choice was a Ford Fusion."
Without missing a beat, I smiled and softly touched her on the arm and said, "I meant your first choice on OUR lot." They both laughed and 10 minutes later, I was doing the paperwork. Phew! Almost created an objection!
OK--back to "just looking." If someone ever says, "I'm just looking" then here are some things NOT TO DO!
- Don't ever say something stupid like "I'm just selling."
- Don't ever say something stupid like, "It'll cost you a dollar to look." (I work with a guy that says that all the time and he is consistently on the bottom of the board.
- Don't ever do something stupid like say, "OK--I'll be right in here if you need me," as you leave them alone. Remember that "just looking" is a reflex action. Heck--I say it all the time out of habit when I am at a store to buy!
- Ignore it.
- Say, "You sure picked a beautiful day to be looking at cars. By the way, who is the car for... you or someone else?"
- Say, "Great! Are you looking at cars or trucks?"
- You get the picture.
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