The SBAM Method is the ideal method for customer service agents and salespeople in a store or salon. It’s also the express sales and customer service training method that every store owner should give to new employees.
The current situation
The fact is that in the majority of shops you enter unnoticed, you’re not greeted, you’re not smiled at, the sales clerks are sometimes hunched over their phone screens.
In other, even more unpleasant cases, salespeople rush us, trying to pressure-sell us, which has the effect of scaring us away.
Often, as we’re leaving, we look for the store manager who doesn’t even realize we’re leaving, which is frustrating.
The reason is simple: these salespeople have never been trained. You can’t blame them, they have no idea how to deal with a customer.
The SBAM method
- Smile: the smile is part of the initial contact, the first thing the customer sees, and it’s first impressions that count. A smile welcomes, disarms an angry customer, forces the sales assistant to make eye contact, and it’s said that a glance is worth a thousand words.
- Hello: this is the first word of politeness, which also lets the customer know your voice, which should be warm since you’re smiling at the same time.
- Goodbye: It’s just as important to say goodbye to customers as it is to say hello, but it’s the least we can do for someone who’s come to visit us.
- Thank: if they’ve come to visit us, we should also thank them for the attention they’ve given to our store, our products and our services.
Benefits
The method is simple and suitable for everyone, and you don’t even need to pay for a training course; the technique should be included in your initial basic training.
Disadvantages
The SBAM method is very basic and suitable for customer service, but it needs to be complemented by sales techniques such as the SOS global solution to be effective.
Conclusion
SBAM is a basic method that should be applied by every customer service agent, before learning more advanced techniques.
