Adam@Home by Rob Harrell for October 10, 2011
Transcript:
Female Customer: I'm looking for a book. Laura: Well, you're in the right place. Female Customer: I'm not sure of the title. Laura: How about the author? Female customer: No, sorry. Is that bad? I do know the cover is brownish. Laura: Great! Let's start in the "brownish cover section." It's over here by the exit.
Hmmm… Laura could be more helpful than shown. If the customer “isn’t sure” of the title, ask her for her best guess, then ask her what it’s about, and where she heard of it. If all else fails, suggest a book that the customer might like. (That involves making certain knee-jerk assumptions about the woman, of course, but every comment here so far is making knee-jerk assumptions about her…)
It’s not just for the sake of making a sale, but perhaps getting a repeat customer. (Next visit: “That lady I talked to last time put me on to this book I really liked. Is she working today?”)