Retail business can be fulfilling, but in a competitive market, challenges are inevitable. One of them is that not every visitor to your store is ready to make a purchase. Some may be curious about what you offer, while others may simply want to browse or pass the time. Even so, casual store visits by people who are simply browsing present an opportunity. When they realize how your products can meet their needs, they may decide to make a purchase after all.
Your staff are instrumental in this process, as they are the first point of contact and the ones who set the tone for the entire shopping experience. Through friendly engagement and helpful guidance, staff can connect visitors with the products that best suit them. As a business owner, you need to equip your employees with the right skills and train them to respond effectively to different customer behaviors and encourage thoughtful purchasing decisions.
If you’re looking to find ways to do that, this article provides practical strategies for training staff to turn casual browsers into actual buyers.
1. Show Customers How Easy It Is to Pay in Your Store
Since Philippine shoppers increasingly prefer cashless transactions for convenience and security, investing in a payment terminal that accepts a wide range of options is the most practical step. The Maya Terminal is a great example of this. It’s a credit card machine that can also accept payments from debit cards, e-wallets, and QR Ph. And like other modern card terminals, the Maya Terminal accepts dip-to-pay EMV cards and tap-to-pay NFC cards.
To make the most of this system, ensure your customers know your store accepts multiple payment methods by keeping signs visible. For example, a storefront sign that says you welcome payments through Maya helps reduce hesitation for those who prefer digital and cashless payments. Additionally, the presence of Maya card machines on the payment counter can instantly build confidence in your business as one that values fast, seamless, and secure transactions.
2. Welcome Customers with Genuine Friendliness
Customers often form quick impressions when they enter a store, so staff play a crucial role in setting the tone. That said, train your staff to greet visitors warmly and maintain open body language. Ask them to politely smile and use approachable gestures to encourage shoppers to explore at their own pace without feeling pressured. This is very important in Philippine culture, where there’s a high value on hospitality. When staff display friendliness and patience, visitors feel genuinely welcomed. Such a friendly environment can also make casual browsers more likely to linger, engage with products, and ultimately make a purchase.
3. Ask Questions That Spark Conversations
Staff can gain valuable insight into a customer’s preferences by asking open-ended questions that resonate with local shoppers. Questions such as “Are you looking for something specific?” or “Which styles do you usually prefer?” encourage customers to share their needs and preferences. In addition, asking “Have you tried something like this before?” can open a conversation that helps staff understand a customer’s experience and expectations. When employees actively listen and respond thoughtfully, they establish rapport and trust. This approach positions staff as helpful advisors rather than mere salespeople, guiding customers through the store while increasing the likelihood of converting casual browsers into buyers.
4. Guide Shoppers by Understanding Their Signals
Staff who observe customer behavior can respond proactively to shoppers’ needs, creating a more personalized experience. Particularly, employees who notice hesitation, repeated glances, or handling of multiple items can step in at the right moment to offer assistance or demonstrate product features. However, staff should ensure their approach does not feel intrusive. Instead, they need to show genuine attentiveness and understanding. When staff act this way, customers feel valued and respected.
5. Equip Staff to Guide with Authority
Staff who possess in-depth knowledge of products can answer questions accurately, demonstrate features effectively, and offer confident recommendations. To achieve this, make sure to conduct regular training sessions and product refreshers, so that employees remain informed. It also helps staff speak with authority, which can make customers gain confidence in their purchase decisions and perceive the store as reliable and professional. Moreover, when employees understand product benefits, they can confidently highlight features that meet specific customer needs, which strengthens the overall shopping experience and encourages conversions.
Support Your In-Store Conversion Efforts with Maya Business Solutions
The right business tools make staff training more seamless. Maya Business, for example, provides the support needed to empower employees to assist casual browsers and convert them into buyers. Sign up for Maya Business to invest in employee development and to equip them with best-in-class payment solutions.
Signing up also qualifies you for a no-collateral Maya Flexi Loan offer of up to PHP 2 million in just 3 months, allowing you to have another funding source to further develop your business. Just use Maya as your primary processor for all wallet and card payments. The more you use our solutions, the better the loan offer will be.
Setting up a Maya Business account also lets you open a Maya Business Deposit account and use it as your settlement account. With an industry-leading 2.5% per annum interest rate, you’ll earn PHP 25,000 in interest per year on a PHP 1 million deposit. Furthermore, you’ll be able to send money to your partners and suppliers for free via InstaPay and PESONet, letting you save more.
Sign up for Maya Business today to take advantage of Maya Business solutions.
