It’s always fun to watch the transformation of customers during the holiday season; people who are “normal” during the other 10 months of the year all of the sudden change. That’s not meant as a criticism at all, it’s just a fact and the salesperson who understands that is going to experience more success during the holiday.

The number one thing to remember about many customers in November and December is the fact that they are probably going to be a tad less patient than they would be in the middle of May. We all know what the holidays are like; there’s too much to do and not nearly enough time to get it all done.

So when those customers do head out to get their shopping done, they don’t want the non-business conversation or small talk about the local sports team. They want to be able to tell a salesperson what they want or at least give that salesperson an idea of what they want, and then they want that salesperson to get it done. So the question becomes how can a salesperson help and be more effective in those situations? Here are a few tips that might help.

• Listen – This is always a very important skill but even more so during the holidays. As we stated, customers are often in a hurry. Make sure you are listening to what they need/want, so you can easily meet their needs.
• Don’t take it personal – There are going to be customers during this season that are on their last nerve when they are interacting with you. Maybe they’ve been shopping all day and they are just done. You might catch some unwarranted heat; stay professional and listen to what they are saying. It’s hard but don’t take it personal.
• Move at their pace – If one customer is willing to talk and take their time, go with it and establish a relationship. However if it is obvious a customer is in a hurry, then do your best to get them what they want as quickly as possible.

Those are only three things to consider when working with customers during the holiday season. The number one thing to remember is this; customers are focused on what they need to get done. The best thing you can do is recognize that and do your best to help them enjoy the holidays.

FINAO - Brad Huisken