New Job! Vape Store - advice for customer service?

[Deleted member 58360]

Im 100% with you on your opinon on the disposables, but as you mentioned with the second shop you visited, I don't want to completely refuse to sell them if a customer enquires. I usually say something along the lines of "yes we have a range, but we also have some great pod systems or all in one starter kits that will be far better in the long run if your interested" and gauge it from there.

That rebuildable deck looks amazing! Ill keep an eye out for it

See my reply in your other thread - "the long run" is likely less than 4 days...

My disappointment at possible refusal was based on them assuming I was too stupid to be trusted with things like bending a bit of wire and dealing with separate batteries - I'd be more than happy for disposables to be refused.

 

[Chris K]

First off, best of luck, it's a tough industry particularly with a Brick and Mortar retail but it's also great fun.

I've worked within a Vape shop for around... 4 years now aswell as other bits and pieces within the industry so have alittle experience.

First thing I'll say is you'll never have exactly what every customer wants, it's impossible unless you have an unlimited budget and a shop the size of an aircraft hanger. You'll get customers coming in for obscure coils that you'll have never even heard of, don't feel bad about telling them you don't have them, it's gives you an opportunity to prehaps suggest a more well known device/tank which the Coils are easier to acquire or just suggest a website they may be able to pick them up, loses you a sale but does build some good will.

Sell devices that are appropriate for the user!!! I cannot stress this one enough. Pet hate of mine where a shop will sell someone an overpriced, overpowered, low nicotine device when all they want to do is quit the cigs. If someone comes in wanting a powerful device, sell them that. If they just want to stop smoking though and they are new, don't take advantage of them. If you push a device that has a higher margin but isn't suitable, they will fail on the vape and that means long term loss of sales of liquids, coils etc. Far better to get someone off the cigs and make alittle less profit on one day but gain a potential long term customer who is no longer a smoker.

Make sure you've tried every liquid you are selling. Most customers will be guided by your suggestion, if you haven't tried them, that will be tricky! We use devices we are selling and vape liquids we are selling, that way we can give an honest opinion.

99% of your customers are not hobby vapers, they won't have a clue about rebuildables, ohms law, mechanical devices etc so don't beat yourself up trying to learn about all that and not getting the basics down. Most will just be people not wanting to smoke.

I could write about another dozen or so paragraphs but those I'd say are important for now. If you want any pointers, advice or just a chat, feel free to drop me a private message.

 

[Deleted member 58360]

99% of your customers are not hobby vapers, they won't have a clue about rebuildables, ohms law, mechanical devices etc so don't beat yourself up trying to learn about all that and not getting the basics down.

This is pretty good.

If you not prepared to vape that way yourself it's probably not worth trying to learn too much about it - if a customer knows enough to start asking for those bits chances are they'll know more than you anyway