Retail Tales Series 1: Retail Assistants – Actual vs Perception

Retail is a dynamic battleground, not just a playground.

It’s the frontline where brands meet their actual customers. As someone with over two years of experience in retail, I’ve had my fair share of surprising, amusing, and even frustrating encounters. What fascinates me most is the perception vs. reality of a retail assistant’s role.

Let’s dive into one of the most common customer perceptions and the reality behind it.

Fun Fact #1 – “Saying Hi” is Just a Selling Tactic
As retail assistants, one of the first things we do is greet customers. A simple “Hi! How are you today?” is meant to create a warm and welcoming environment. However, depending on the customer, this simple gesture is interpreted in wildly different ways:

1. The Warm Responders ❤️
   These are the people who match our energy, smile back, and sometimes even start a friendly conversation. I absolutely love these customers! They make the day brighter, and their genuine engagement reminds us why customer interactions are special.
2. The Shy Avoiders 🙈
   Some customers seem to freeze when greeted, avoiding eye contact or responding with a barely audible “hi” before quickly moving away. I totally get it—I’ve been in their shoes before! Social interaction can be overwhelming, and I respect their space while secretly smiling to myself, knowing they mean no harm.
3. The “Too Busy to Acknowledge” Crowd 🧐
   Then, there are those who ignore us altogether, as if we don’t exist. No nod, no response—just a straight walk past us. While it might seem rude, we often chalk it up to them being deep in thought or simply not in the mood for conversation. Either way, no hard feelings!
4. The “Don’t Bother Me, I Know You’re Just Selling” Type 😤
   Ah, my favorite kind (just kidding). These customers believe our greeting is purely a setup for a sales pitch. They might ignore us intentionally or even give us a skeptical look, assuming we’re about to pressure them into buying something.
   
   Newsflash: We’re not. Our goal is to offer a welcoming atmosphere, not force anyone into a purchase.

The Reality Behind the Greeting
Yes, retail is about sales, but it’s also about brand experience. A greeting isn’t a sales gimmick; it’s a small yet meaningful way to acknowledge customers and make them feel comfortable in the store. The way someone responds often says more about their mood than about us.

At the end of the day, we don’t take it personally. We adapt, we laugh off the awkward interactions, and we cherish the warm ones. Because, in retail, every customer is a new story waiting to unfold.

Retail assistants juggle multiple responsibilities beyond selling—customer service, brand representation, stock management, and creating an enjoyable shopping experience. Our “hi” isn’t about pushing products—it’s about creating connections.

So next time you walk into a store and hear a friendly greeting, remember: it’s not always about selling; sometimes, it’s just about being human.

Would love to hear from you! Have you ever had an interesting customer interaction in retail—either as a shopper or a retail worker? Drop your thoughts in the comments! 😊