Just like the comedy improv performances you may have seen in person or on television- improv(izational) skills are vital techniques to create great relationships in the retail sector. Improv classes foster better communication, quicker responses, and they’re fun!

Taking an improv class (or inviting an improv master to consult with your staff) will provide the techniques and off-the-cuff confidence to connect with customers, listen effectively, and leverage their comments to the point-of-sale.

“Yes, and …”

One of the most common improv techniques is the phrase, “Yes, and …” As a tea seller, you can use this to respond to a comment your customer makes such as “Yes, Darjeeling is indeed the champagne of teas, and we have the first autumnal flush arriving next week. May I reserve some for you?” Or, if a customer mentions not being able to come by in person, you can respond with, “Yes, I understand that, and we want you to know that we have delivery options with UPS, the postal service, or if you need your order today, we can deliver it if you live in town.”

Saying “Yes, and …” in these contexts allows you to support the customer’s needs, agree that they’re doable, and ask for the sale by offering one or more options for them to purchase.

Our favorite “Yes, and …” is one we use in response to those concerned about the high price of tea or tea ware. “Yes, that’s why we call tea the Affordable Luxury. And, for the modest price of only two ounces of this premier tea, brewed to perfection, you can enjoy it anytime at your leisure or in the company of friends.”

Add-Ons Add UP

Another way to use the “Yes, and…” is to say yes to their buying choice, and then suggest an add-on such as, “Yes, this is a great choice, and do you need a tea scoop or tea filter to brew this? Or, we have the best scoop for this tea …” then show them your spectacular scoop.

Guiding the Customer’s Tea Journey

As a tea expert, you’re in a unique position to continue a customer’s education in tea and to collaborate with them on their personal tea journey by steering them to teas from all over the world. And, to extend the tea drinking pleasure, there are tea service accoutrements you can show and sell!

Customers may think they came in for a certain tea or tea ware, but tea lovers are always open to discovery. Be their guide for tea exploration. Be their guide to introduce them to new inventory in teas and tea ware or solutions to their tea brewing challenges.

Telling a Story

Another aspect of improv techniques is to enhance storytelling skills. In essence, the hero of these stories can be the tea growers and how their efforts result in this fine beverage. Or, more personally, the hero of the story can be the customer! While your tea may not make them taller, more beautiful or find a life partner, your great teas enable customers to be heroes in their own lives.

How? They become the thoughtful host who shares the best teas in the most gracious of ways. They become the consummate curator of an inventory of teas for every reason: for sleeping (chamomile, lemon verbena, rooibos); for re-energizing after a busy morning (Earl Grey Supreme or Yunnan Gold.) And, absolutely, they become the exceptional gift giver whose presents are always welcomed because they’re fine teas and graceful accessories thoughtfully chosen from your shop.

You, too, are a hero because you’re in the business of offering everyone who enters your shop a taste of happiness and the wares to provide that taste at home.

NOTE: To find a qualified improv teacher, contact any local theatre company or call the drama department of your local community college or university. It will be the best investment in staff training you ever made!