As we enter the holiday season, businesses can seize a valuable opportunity to promote customer engagement and drive sales through the promotion of gift cards. In the lead-up to Christmas, team members should be promoting gift cards, not only to increase revenue but also provide a unique way to cater to customers, making sure they’re providing a solution for them, and enhancing overall satisfaction. Here’s how team members should be promoting gift cards:
Proactive Customer Engagement
Encourage your team members to engage with customers by asking key questions like, “Who else do you have to shop for this season?” or “Would you like to add a gift card to your purchase today?” By proactively asking about the customer’s gift card needs, your team demonstrates attentiveness to customers’ gifting requirements, enhancing their overall shopping experience and appreciation of your brand.
Overcoming Objections
Equip your team with the skills to overcome objections and uncertainties surrounding gift card purchases. When customers are indecisive or when a particular product is out of stock, offering a gift card as a versatile solution that can turn a potentially lost sale into a successful transaction. By highlighting the flexibility and convenience of gift cards, team members can steer hesitant customers towards a purchase.
Product Knowledge
Gift cards are all about a smooth customer experience, which requires confident and knowledgeable team members. Make sure your team members know where the gift cards are and are trained in the terms and conditions, enabling them to easily answer any customer questions. Furthermore, when promoting gift cards, check the Australian consumer website for laws and regulations as you don’t want to be caught out with old information.
Process Efficiency
Your team should be able to process gift card transactions seamlessly at the register. A confident team member is key; any uncertainty may lead to the customer doubting their purchase. This process efficiency should also extend to the gift recipient being able to easily use the gift card at the business. We’ve all been in the position of trying to use a gift card and the team member not knowing how to process it, it’s frustrating and disappointing. Make it a smooth process and, after use, write any remaining balance on the card so the customer is likely to return.
It’s a busy and stressful time of the year, so team members should be offering a simple option for customers, helping them to tick one more box on a very long to-do list. Businesses that promote gift cards in the lead-up to Christmas are making excellent use of the quiet hero of revenue. To do this they need confident and trained team members.
If you would like Above Benchmark’s help to evaluate your customer service strategies and promotions in the new year, please contact us for a no obligation chat.
