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Here are the different aspects to take into account when welcoming customers.


first sentence


two options

bonus tips


customer welcome

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When you greet the customer, your intonation should be :

  • Spontaneous
  • Warm
  • Elegant

Here are some sample sentences:

  • "Hello and welcome to FPBN. How can I help you?"
  • "Welcome to Focal Powered by Naim, Madam/Sir. How can I help you?"
If you know the customer:
  • Call them by their first name/name to show them they matter.
  • Ask them briefly about their experience with our products, if they're already a customer: "Hello Mr. XXX. Are you still satisfied with your Mu-so? How can you help?..."

Adopt a distance that allows you to converse without disturbing your customer by standing too close. This generally corresponds to the social zone - between 1.2 and 3 meters (4 and 10 feet).

Option 1 If the customer wants to start by looking around on his own: direct him to the open-access products such as the headphone bar, and tell him to ask you for help if he wants to be guided and to discover the new products. Remain attentive and ask again after a while... without being too insistent. Option 2 If no salesperson is available to take charge of the visitor: the nearest salesperson greets the visitor and directs him or her to the open-access products, in particular the helmet bar. While they're waiting, offer them a drink, or ask if they'd prefer to make an appointment if the visitor can't wait.

Tip 1 Depending on how the customer responds to your greeting - loudly or quietly - you can assess whether they prefer to be left alone or need immediate help. Tip 2 When the customer enters the store, offer to take their belongings. If it's raining, dry his things while he enjoys his visit.

the birth



store layout

bonus tip

brand presentation

Let's now look at the order in which to introduce the various brand and network elements.

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Start by explaining this simple formula to succinctly present the brands: FOCAL (French leader in acoustics) + Naim (UK leader in electronics) = Focal Powered by Naim (The complete and ultimate audio experience)

After the "birth", present the different worlds/spaces of your point of sale, without remaining static. Quickly introduce each universe with storytelling elements or keywords that speak to the person you're addressing (including universes that aren't on display, because our multi-purpose know-how carries weight). Examples "Here you'll find the Pro Audio universe. Kungs, Stevie Wonder, Shakira and many other artists, sound engineers and producers use our products every day!" "A little further on is the Car Audio area. The founders of our brands were passionate about music, but also about the world of cars! We are able to apply all our know-how in a car. For example, our products equip Bentley models." "Here you'll find our headphone bar concept. Here you'll discover our high-fidelity headphones."

Explain the store layout to the customer so they can decide where to go.

  • If the customer is naturally attracted/interested in a particular universe, let him go in that direction.
  • Keep an eye on them, but don't guide them: they should feel free to explore and discover as they please.

The pyramid

a crucial conversation

what kind of information?


bonus tip

define the customer search

It's time to interview the customer to identify their needs.

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To complete this interactive activity, click on the blue button below.

Use open-ended questions to arrive at a precise diagnosis, with several possible models that correspond to the customer's needs. Follow the themes of this pyramid from top to bottom :

This conversation is crucial, whether or not the customer naturally heads for a space. You need to gather as much information as possible about the person you are talking to, so that you can guide them and help them find the right solution. The customer also needs to feel listened to. They need to be reassured that they are doing the right thing. This understanding of their expectations and desires will ensure the success of the experience.

So you need to gather information about : Their music and other media consumption habits, their desires, needs and tastes, and some technical information (type and especially size of their listening room). This primary knowledge of the customer will give you an idea of the products to present.

Here's how to choose the 3 different products that match your customer's needs and budget.

Avoid the "interrogative" or "robotic salesman" effect by combining formal and informal conversation, and by adapting your tone to the tone expected by your interviewer.