Petrogram - Fall 2016 - (Page 8)
That Sells to Boomers Comes from
6 Practical Tips That Drive Sales
hen you are focused on creating
a team culture of
customer service, it
is important to realize how generational
differences can impact the selling process.
That Generation Gap was on display
recently when Graham, a friend of mine
walked into a local electronics store to buy
By Bob Phibbs
a microphone. The young sales associate
took him to the microphones, and then
stood there silently hovering over him.
The associate wasn't helping with anything; in fact Graham didn't think he knew
anything about microphones. Finally he
said, "I'm fine." The clerk replied, "I only
get a commission if I stay here."
Most Baby Boomers would not consider
that good customer service - in fact, they
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would consider it just the opposite. The
Millennial employee on the other hand
thought he was doing his job.
That's the Generation Gap
The Baby Boomers grew up when retail
still had people who chose working retail
as a career and modeled exceptional customer service. They grew up minding their
"p's and q's," meaning they had to mind
their manners. Most had entry-level jobs
where they were taught how to help a customer in a friendly manner. As such, they
expect when they go out to a store to still
receive that kind of treatment.
The Millennial generation - those under
about 32 - grew up with the Internet.
Efficient, fast and cheap were things that
became increasingly important to their
generation as they conducted their lives
online. Most did not have entry-level jobs
so the social skills necessary to engage
a stranger in many cases just weren't
Millennials grew up digital natives communicating with their friends on their
computers. Both Boomers and Millennials
wanted to have friendships, but Boomers
had to do it in person while Millennials
could to do it virtually.
Unless your business is able to give Baby
Boomers the customer service they expect,
you'll see less and less of them. To ensure
that your Millennial staff are properly
equipped to sell to the Boomer generation, utilize these six training tips:
* Initiative. Don't make Boomers come
to you - find them. Boomers do not
want to ask, "Can you help me?" or
Table of Contents for the Digital Edition of Petrogram - Fall 2016
Customer Service That Sells to Boomers Comes from Training Millennials
Best Practices to Maximize Safety and Minimize Loss
Tapping into Craft Beer
Four Keys to C-Store Success
How Business Owners can Prepare for New Overtime Pay Rules
Calendar of Events
Index of Advertisers/Advertiser.com
Petrogram - Fall 2016
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