What are ways that sales associates have been helpful to you while shopping?
I like a friendly greeting and brief check in – something like “Can I help you?” and then giving me space to browse/shop. In the context of beauty, perhaps not at the moment, but I also liked when they would say “feel free to swatch and let me know if you want to try anything!” I really appreciate it if I ask a question that they don’t know… that they try to connect me to someone else who may know.
— Christine
I’d like a polite acknowledgment of my existence with a, “Can I help you?” I will then almost certainly tell them I am browsing and want my space. I grew up lower middle class – going into a Macy’s was a big deal when I was younger – and even though I have the money to shop where I want, I still feel awkward when an associate tails me, as if they think I’m going to shoplift even if all they really want is a commission.
Often, they will locate for me things that aren’t on the floor yet (this happened most recently with a Farsali facial mist that was supposed to be “in store” but wasn’t and one really great SA located it in the back – apparently they were all packed up to be shipped back to the warehouse or somewhere). Often I will call ahead with a new product to see if it’s arrived yet and a helpful SA will offer to put one aside for me, even if it’s not out on display yet – again, sort of rooting around in the back. Those sorts of things really make a difference and I really appreciate it.
One person giving a simple “Hello, can I help?” then leave me alone. If I have a question or issue, respond when I ask/approach.
I hate being followed. And if more than one person pings me with a “can I help you”, my chances of walking out and not buying anything increases 50% for every additional greeting. Over 3 and I’ll make sure everyone I know is aware the store’s having some stupid customer service exercise and to avoid the store for at least a month or two.
I actually have a few strategic alliances that when I go in store, I know they are on shift and are the only person I deal with. Win-win. Otherwise we can greet each other but then leave me alone – I like to be free to browse and swatch.
There have been times when I have had a sales associate tell me “I see you looking at this and I just wanted to make you aware of XXX” and that has been very helpful.
Back when I lived in Europe 4 years ago, I had my Sephora lady and my MAC lady.
Before I left, I had 4-5 years of cosmetic relationship with my Sephora lady (she also did Benefit Brow Bar, so it was a double win) and 2 years with my MAC lady. It’s much more helpful when the person gets to know you and your likes/needs. I would always call the stores to visit only when they were on shift.
But it’s hard to get the chemistry and sometimes sales associates move around stores too much to be feasible.
They are most helpful to me when they neither hover over me, nor totally ignore me when I’m trying to get some help with something. It’s mostly the tailing/hovering that I hate. Also, while sometimes I may actually like a chatty sales associate, most of the time I’m in deep thought and pondering my choices or just browsing and swatching items that I’m interested in, and do not feel much like interacting with anyone. I can seriously get in the zoned out category while perusing the aisles of a Sephora, Ulta or MAC store! I DO appreciate the assistance of a knowledgeable SA when trying to get the best foundation match or when trying to decide between two very similar looking items, as in, “which one do you think looks/would look better on me?”. Or when something is OOS at that particular store, and they go the extra mile by offering to call other stores for me to see if they have the item in stock at a different location. I love that act of kindness towards customers!
I like when they respect my knowledge about makeup and what works for me. I also appreciate patience, as I sometimes take long to decide or want to check my inventory on my phone.
I like it when the respect my un-knowledge about makeup.
While I love makeup, there’s a point I don’t want to spend time using a specific technique or learning how to use a product… I find it really helpful when sales associates ask simple questions to understand my routine, so they don’t recommend me product I will never be bothered or know how to use. 😆
But I do understand the frustration for people having the skills and the knowledge. As a computer engineer, I do find it frustrating when sales associates in tech stores don’t respect my knowledge of the hardware they are trying to sell.
I like when there is a greeting upon entering the store and asking if I need help or am looking for something particular and then I am left alone unless I ask for help (or look really confused and like I could use a decisive opinion). Some days I want to find something specific and love when the associate will look at a favorite lippie I have that is discontinued and swatch the whole store until we find something close… but, more often than not, I just want to look around and may at most have a “where is ____ located” and want to just have time to take everything in. To sum it up, I like a sales associate who can read the crowd and not be too overbearing.
Sometimes the best was they can be helpful is by trying not to be helpful. 😆 I personally prefer to be left on my own most times, so it annoys and bothers me when they insist on helping out.
Sincerely I would care less for greetings. A simple smile and nod is enough to say without words “Welcome, I’m here to help if you need, but feel free to do your thing.”
I find it really helpful when they just let me be. I’ll approach them with all my products I need to be disinfected once I decide, I’ll approach them if I want to ask about a shade I don’t see or a similar product.
I also find it helpful when they know how to read ques. If I’m in the store and I know what I want, I don’t like to chat on make-up stuff. But if I’m browsing around or try a new formula / product, I find it very helpful when associates share their experiences rather than pushing products; something like “I like formula X and Y from the brand, and I also like this new formula Z because this and this.”, “What other reds you love? Many costumers with your complexion like shade A and B. Would you like me to help you swatch it.”
I also do appreciate when sales associate admit they lack information, so they ask colleagues, consult online catalogs or link me to other resources.
And it’s always helpful when they offer samples, even if I swatched. I was very indecisive when they added the new MAC color ranges for Studio Fix if to stick to nc20 or try nc17 or nc18. The sales associated (a very nice guy) offered to sample me both nc17 and nc18 and said to try it home into natural night; at any point he didn’t seemed annoyed by the fact I couldn’t decide on 3 shades that are actually almost identical. 😆
Being honest. I cannot count the number of times that I have bought foundation that was the wrong shade for me because the salesperson was desperate to make a sale (and, being based in the UK, you can’t return it once it’s been purchased). All that does is stop me ever buying from them again. I’m much better now at asking for samples or making sure I get to see any shades in natural light before I buy anything now, but when I was first getting into make up as a teenager, I felt so taken advantage of.
I agree, it’s funny the difference in customer service between the UK and the US. I find it so frustrating that we don’t get samples of foundation! SpaceNK staff usually greet customers but department stores are more miss than hit. I have had sales advisors swatch foundation on my hand or not even take off my face makeup (bronzer!) when testing a shade. I definitely use Christine’s foundation matrix as a guide to my potential shade range when going into stores! Covid 19 will hopefully bring about a sample culture.
The best sales associates I’ve encountered were those that enjoy makeup as much as I do. The worst SAs are those who don’t take the time to really help me, or try to sell me the wrong product, or don’t even bother with me at all. The best SAs are those who understand to leave me alone when I’m just browsing, but are available to help me when and if I need it. My favorite SAs make makeup shopping fun. In some stores, I know when my favorite SAs are on duty, so I’ll wait to see them.
I appreciate it when they see me looking at a product or reading the ingredients and ask if I have any questions about the product that they can help answer. Even better if they see me interested and offer a sample vs my having to find one of the SA’s and ask them for one. I dislike when I have researched a product, am interested in a sample before committing to purchase and they try to persuade me to purchase a product I am not interested in.
The only sales associates who have really been helpful to me are the ones who are clearly nerds about what they sell and are independently passionate about it. There is a specific fragrance sales person at the nordstrom near me that I actually like to shop with because, unlike literally every other associate we can actually have in-depth conversations about fragrance and he refers me to unusual fragrances (including older ones and ones marketed to men, two kinds of fragrance most associates never recommend to younger-women). Many other fragrance associates just refer me to what ever just came out that month regardless of whether it’s interesting.
I’m still hoping I can find someone like that for cosmetics, haven’t met one yet! Associates who actually listen and can refer you to products OTHER than whatever is new and can refer you to products from multiple brands is what I’m looking for. Whenever I engage with cosmetics sales people I usually feel like I just get ushered to whatever the latest/most popular product the brand came out with even if it doesn’t suit my preferences. The last experience I had was me telling an associate that I like sheer to medium coverage foundation with a satin or dewy finish and she referred me to EL double wear… I get that this product is a classic and many people swear by it, but IDK how you hear my preferences and then recommend that to me.
All that you have said above Christine. I also like a MUA to have knowledge of the products – how it performs, what skintones it would work on, what would suit me best etc.
For example, I was in Mecca Cosmetica (a similar kind of shop to Sephora, but Australian) and I was asking about the Too Faced Born this Way Natural Nudes palette. The sales assistant was completely honest and told me how much of a disappointment it was – either mattes (which I never use) or too sparkly and fall out prone shades. This is the kind of advice I need.
I liked tko be greeted and directed to a product if needed. I must like the foundation application a sa is wearing before asking for help swatchiing foundation and concealer products. I like to be able to fine a previously helpful associate again.
I liked the two times ULTA and Sephora managers offered my jobs after seeing my own makeup applications a few times. I like when sa understands why I’m in a makeup store wo makeup when I need to have a color match.
When I’m clearly going aisle to aisle looking for something, it’s great if they ask if they can help me find something. This, of course, requires that they are very knowledgeable about their floor and new releases. No one likes a stalker sales person.
Of course, I usually shop online so it doesn’t matter.
I was looking for a specific shade of Nars blush that Sephora didn’t have in stock. The sales associate suggest I try exhibit A instead. She santized and applied it and I realized she wasn’t just trying to make a slave. Despite it being a shade that I would have been too intimidated it really isn’t anywhere near as bright as I expected given my skin tone (I’m an NC 47). It was actually really wearable onnme and completemented my undertone and imo set a new bar for how blush can look. So I guess I really appreciated that she
1. New her stuff well enough to make an informed suggestion
2. Actually is familiar with darker skin tones
3. Gave me the confidence to try new things