When you recognize your customer’s needs you have a better opportunity of helping them “buy”.  Recently I was in a local retail store when I was approached by a sales person – that in itself is rather unusual today. Most stores have no one available when you need them!

Everyone has a purpose being in any store. It may be as simple as putting in time while their spouse is at an appointment. Or because they saw an ad for something they want to see. Or it may be because they are comparing prices for a particular item. Regardless, everyone has a reason for being in the store.

The sales person’s job is to know when to approach a prospective customer, quickly. Here are the things to watch for with the customer who has just walked through the door based on what you can see and hear.

Bob is a Millennial or Gen Y (1980-2000) who wants to enjoy his own time – you know he does not want to be interrupted when:

• He has his headphones on
• He does not give eye contact
• He does not face you to show an interest in engaging

He is possibly, as he calls himself to his friends, “socially awkward” as he rarely needs to interact with others. His time is spent on his smartphone texting his friends, not communicating via anything connected to his voice. This individual may not want to communicate with the sales staff and so chooses to be as unapproachable as possible.

Another example of a Millennial (or Gen Y) is Shelley who:

• Is intent on listening to music on her ipod
• Is looking at her ipad
• Is checking the prices on articles she likes versus the prices she sees online

She is anxious to spend her money wisely and so is always intent on comparison shopping while she enjoys the music she listens to. She knows what she is comparing and thus she is focused and does not want to be interrupted.

Al is a Gen X  who : 1964-1980

• Is focused on keeping his kids in tow
• Is probably talking on his phone; if not
• Is texting on his phone between trying to watch his kids

He is the individual who is unfocused and distracted with those around him because he likes to take it all in. He can find the information he needs on his phone and due to the  hubbub of his kids he doesn’t have time to talk.

Tammy is a Baby Boomer (1946-1964) who gives off these signals that she does not want to be interrupted:

• She is intently focused on comparing items  ensuring she gets the right product at the right price for her even if the product she likes is more expensive than all the others
• She feels the quality of the product while running it through her fingers  – Boomers are used to touching things
• She looks for other similar products

This woman is trying to make buying decisions and thus does not want to be interrupted as she makes decisions about how to spend her money.

John is a Traditionalist (1925 – 1945) who is very old school. When John is your customer he will probably not exhibit any of the signs to leave him alone except:

• A bewildered look on his face
• Possibly shaking his head from side to side because he cannot figure something out
• Squinting and trying to read the fine print

John is of the age when he may be living alone and have no one to talk to and so as the “helping” person you now become the one he talks to. This could be with specific questions or just an opportunity to converse with another human being. While he may not engage you he definitely wants to be engaged in conversation

Everyone wants to spend money and everyone shops. It is critical for every retail person to recognize the signs that show a person wants to be left alone. An incorrect approach can destroy any possibility of a sale. Watch for the signs that say, stay away, I’m busy.