Repair Customer Closing

We get a lot of customers, new and current, who come into our store for jewelry or watch repairs. Some days it seems like only repair customers come in. These repair customers should not be overlooked as a potential retail sale. Whenever possible, a salesperson should always greet a repair customer and attempt to sell them something. You can ask them what gift they need next or simply tell them you have something neat to show them.

Reception will let the salesperson know when their customer comes in for a repair so they can go and help them. If the repair customer is a new name, than the next “up” salesperson will go and attempt to show and sell them something.

Salespeople are to keep track of how many repair customers they help along with how many of the repair customers they closed. They are to add these numbers to their individual weekly stats so we can track their repair closing percentage. Do not add these repair customers to your regular customer closing percentage as we keep that stat separately. Repair closing percentage is figured by taking the number of closed repair customers divided by the total number of repair customers helped. If you helped 4 repair customers in a week and closed 2 of them than your repair close percentage will be 50%. (2 divided by 4 = .50 or 50%)

All repair customers helped need to be counted on your stat. In the past, it was only if you showed them something out of the case. From now on, count every repair customer that you actually speak to, no matter what. There is no penalty for not closing these repair customers so there is no reason not to track accurately. We want to see if we can improve our repair closing numbers so we need accurate numbers.

Repair customers are one of the best potentials we have for new business so let’s not assume they are in a hurry to drop off or pick up their repair and want nothing to do with you. If they really don’t want to see anything, then at minimum, have a conversation with them and write them a nice note. They will most likely come in and ask for you the next time they do come in.