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Can I Get Some Help Around Here?

by Kari Anderson

A few weeks ago, I was preparing an article on paint palettes (see “A Plethora of Palettes” in our Spring Issue). To get a better understanding of current trends and merchandising ideas, I grabbed my GPS and headed out to visit some AM retailers.
           
I pulled up to the first store right behind a delivery truck. The first two employees I saw were so focused on the delivery that neither of them even greeted me. Luckily, I found the palettes myself, in the same aisle where a young woman was restocking shelves. Even though she and I were so close that I had to make sure I didn’t bump into her, she never greeted me or asked if I had any questions about the palettes that I was intently examining.
           
When I went searching for the palette knives, I almost ran into the owner, who was so focused on the papers in his hand that he didn’t even see me. I left without having been approached by any of the store’s employees.

At the second store, the young man behind the counter was pleasant and, when I asked, he pointed me to the palettes. Although I was in his line of vision and within earshot the whole time I was examining the display, he never asked if he could answer any questions. After I had snooped for myself, I finally left empty-handed.
           
At the third store, I was greeted by a friendly young woman who asked if she could help me find anything. When I told her I was looking for palettes, she pointed to the aisle in which they were located and left me alone. As I pawed through every palette on the display, she chatted with her fellow employees behind the deserted cash wrap and never checked back with me after the initial greeting.

While seasoned artists may know exactly what they need, many of your customers could use some advice. Without it, they may become overwhelmed and turned off from creating art altogether. The job of your staff is to sell products to your customers. To do this, your employees must approach shoppers, strike up a conversation, put them at ease, and ask questions.
           
By talking to your customers and suggesting appropriate products, you’ll be more likely to win their trust, their repeat business, and even some add-on sales. And isn’t that the whole point?

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