Hello! I'm Samuel Chapman. 

I'm on a mission to show you that every product based business can flourish and grow, no matter the challenges. Regardless what you sell, or whether you have a physical or online location.

With the right knowledge, tools, and a bit of inspiration, you can achieve amazing results.

The First 5 Seconds Can Make or Break a Sale

You’ve likely spent hours on your visual merchandising, perfected your product displays, and thought hard about your pricing strategy.

But here's the truth:

Most customers decide whether to stay or leave your store within 5–10 seconds... and it’s rarely based on your stock.

Instead, they’re asking themselves:

“Do I feel welcome here?”

That’s why learning how to greet customers in retail the right way isn’t just nice, it’s non-negotiable.

In this blog, you’ll learn the exact steps to make customers feel welcome, relaxed, and more likely to buy without being pushy, fake, or robotic.

Why Your Greeting Matters More Than You Think

A recent study showed that 68% of shoppers left a store because they felt unwelcome or ignored. That’s not a product issue, it’s a people issue.

But here’s the good news:

You can fix it fast. And when you do, a great greeting can:

✔️ Open the door to real conversations
✔️ Encourage deeper browsing
✔️ Increase time spent in store
✔️ Build trust faster
✔️ Drive more repeat visits
✔️ Boost your average sale value, all without a single discount

What Most Retail Staff Get Wrong

You’ve probably seen both extremes:

• The over-eager salesperson blurting “Can I help you?” the second someone walks through the door

• The distracted assistant who doesn’t even look up from their phone

Neither works.

One creates pressure. The other creates distance.

Your goal?
Something in the middle: Warm. Present. Helpful. Human.

Let’s break down exactly how to do it.

Step 1: Acknowledge Immediately

Even if you’re with another customer, make eye contact, smile, nod... anything that says, “I see you.”

Customers are constantly scanning for cues like:

“Am I welcome here?”
“Is this a place where I belong?”

If they don’t feel seen, they’re already halfway back out the door.

Quick Wins:

• Look up the moment someone walks in

• Smile or nod even if you’re mid-conversation

• Use phrases like:

  “Lovely to see you! Feel free to have a browse, I’ll be right with you.”

🛑 Avoid the “staff huddle”

 Where team members are chatting and ignore the customer. This kills sales faster than any bad product.

Step 2: Use a Non-Salesy Welcome

Today’s customers don’t want to be sold to. In fact, 56% say they actively avoid salespeople because they expect pressure.

Instead, give them permission to browse with phrases like:

“Hi there! Welcome in, take your time, I’m just over here if you need anything.”

“Lovely to see you, let me know if I can help at all.”

This keeps things light, warm, and low-pressure while still being available.

Quick Wins:

• Avoid “Can I help you?” — it triggers the “Just looking” reflex

• Use soft, open body language

• Stand relaxed, hands visible, no crossed arms

• Signal presence without looming

Step 3: Mirror Their Energy

Watch how they walk in.

Are they confident and browsing straight away? Great, match that energy.

Are they lingering at the door, unsure if your store is “for them”? Keep it calm, warm, and low-key.

Mirroring creates instant rapport and makes customers feel comfortable.

Quick Wins:

• Match tone and volume

• If they’re chatty, you can be upbeat

• If they’re quiet, stay soft and reassuring

• Your energy sets the emotional tone for the entire visit

Step 4: Use Observations, Not Questions

Instead of asking, “Can I help you?”, try saying:

“That one just came in this week, let me know if you want to see it in other colours.”

“That’s been really popular for weddings, happy to show you how people have been styling it.”

This removes pressure while showing value.

Quick Wins:

• Watch for natural cues: when someone pauses or picks something up

• Comment with context, stories, or suggestions

• Skip yes/no questions

• Keep it casual and helpful, not salesy or scripted

What to Avoid Like the Plague

❌ Don’t Pounce

Give people time to breathe. Let them orient themselves before starting a conversation.

Hovering or following them creates pressure and pressure kills curiosity.

Count to 5. Straighten stock nearby. Be present, but not intrusive.

❌ Don’t Pressure

If someone says “just browsing,” believe them. Stay open and available, but let them lead.

Trust builds when customers feel in control.

How to Train Your Team to Greet Better

This can’t just live in your head your entire team needs to embody this approach. That’s where a Greeting Playbook comes in.

Top 5 Tips for Creating a Greeting Playbook:

1. Provide Greeting Options:

   • Busy day vs quiet day

   • Solo shoppers vs groups

   • Gift-buyers vs treat-yourself shoppers

2. Body Language Basics:

   • Eye contact, relaxed hands, genuine smiles

   • Avoid crossed arms and screen-staring

3. Run Roleplay Sessions:

   • Give prompts (e.g. greet a shy browser)

   • Offer feedback on tone and timing

4. Replace Auto-Pilot Phrases:

   • Train your team to speak based on what the customer is doing

   • Teach context-first language instead of scripted lines

5. Create a Cheat Sheet:

   • 1-page summary in the back room

   • Easy reference for staff at all levels

Retail Success Starts With a Smile

At the end of the day, greeting customers isn’t about being clever.
It’s about being confident, kind, and connected.

When your team gets this right, you’ll sell more without needing to slash prices, add new products, or run constant promotions.

Because a warm welcome doesn’t just make someone feel good, it makes them want to come back.

Want More Personalised Help?

If you want support turning your retail store into the destination it deserves to be, I’d love to help.

Book a free discovery call Here I’ll show you where the quick wins are and how to make every customer feel like they belong.

Watch the full video episode here:
How to Make People Love Your Store Instantly (YouTube)

 Got questions or want to chat?

If this post resonated with you, please share it with someone who could benefit from hitting reset and setting intentional goals for their business.

I’m on a mission this year to help as many small business owners as possible have their brightest year yet, and I can only do that with your support.

Drop me a message on Instagram @productcoachsam. I’m here to help you succeed!

Samuel Chapman