Persuasion skills are also very important; many refer to good persuasion skills as having the ‘gift of the gab.’ This skill is quite important, for example, if a customer likes an item of clothing but the store doesn’t have it in their size the employee with good skills might be able to persuade the customer to buy the item maybe in a different colour or to go for an item which is similar to what they originally wanted. The main aim is to not let potential customers slip away but also not to be pushy.
In Lipsy London Stores, good or bad customer service is judged by a mystery shopper who comes into the shop dressed as a regular person and asks questions to staff members. The people working in the store are unaware of when the mystery shopper is going to come into the store. If the mystery shopper decides certain staff members have particularly bad customer service, this could result in some serious consequences like someone losing their job due to not reaching high standards. On the other hand, if the customer service is decided that it was outstanding this could mean a pay rise for all employees and specific outstanding employees could have their name mentioned.