Have your salespeople ask this question when encountering a new face. If the answer is yes, follow with, “Let me show you around a bit.” If the answer is no, you can say, “Welcome back. How can we help you today?” Either way, you begin to develop rapport. Not only is the customer now involved with you, but you have control of the conversation.
* For ophthalmological or optometric practices, ask, “Is this your first time visiting our optical area?”
This article originally appeared in the March-April 2014 edition of INVISION.