Working in a running store is about more than just selling shoes; it’s about understanding customer needs, recommending the right products, and providing a welcoming experience. Here, you’ll find a guide to useful vocabulary, customer service phrases, and practical selling tips to help you communicate effectively with customers. With these tools, you can confidently guide customers toward the best choices for their running goals.
Essential Vocabulary for Working in a Running Store
Product-Specific Terms
Arch Support: The part of the shoe that provides structure to support the arch of the foot.
Insole: A removable layer inside the shoe for additional comfort and support.
Outsole: The outermost layer of the shoe’s sole that makes direct contact with the ground.
Breathable: Material that allows air circulation, keeping the feet cool and reducing sweat.
Traction: The grip provided by the shoe’s outsole, essential for slippery or uneven surfaces.
Cushioning: Soft padding inside the shoe to absorb shock and protect the feet.
Midsole: The layer between the insole and outsole that offers cushioning and support.
Heel Drop: The difference in height between the heel and the forefoot, affecting stride and comfort.
Lightweight: Shoes that are designed to be lighter, ideal for speed and performance.
Moisture-Wicking: Fabric that pulls moisture away from the skin to keep feet dry.
Customer Service Vocabulary
Fit: How well the shoe conforms to the foot’s size and shape.
Size Up/Down: To go a size larger or smaller to find a better fit.
Return Policy: The store’s rules on returns or exchanges, often within a specific timeframe.
Exchange: To replace a purchased item with another item.
Product Recommendation: A suggestion based on the customer’s specific needs.
Practical Selling Sentences and Scenarios
1. Greeting Customers and Offering Assistance
Starting with a friendly greeting sets a positive tone and invites the customer to share what they’re looking for.
"Hi there! Welcome to [Store Name]. How can I help you today?"
"Are you looking for anything specific today? Perhaps a new pair of running shoes or some accessories?"
2. Discussing Footwear Options Based on Customer Needs
When a customer shares their needs, you can respond with specific product features that meet those needs.
"These shoes offer excellent arch support for people with high arches, which can make a huge difference on longer runs."
"If you’re running on trails, you might want something with more traction to help with slippery or uneven surfaces."
"This model is very lightweight, so if you’re looking for a shoe to boost your speed, it’s an ideal choice."
"For long-distance running, this shoe has enhanced cushioning and a softer midsole to absorb impact and protect your joints."
3. Making Product Recommendations
This is where you can suggest specific items and explain why they’re a good fit based on the customer’s unique preferences and goals.
"Based on what you’ve told me, I’d recommend sizing up by half to allow for extra comfort, especially on longer runs."
"If you need something that’s durable and comfortable, I’d suggest this model—it’s designed to withstand a lot of wear and tear while offering great arch support."
"A lot of customers find these moisture-wicking socks useful to keep their feet dry, which helps prevent blisters during long runs."
4. Explaining and Reassuring with Return Policies
Sometimes customers are hesitant, especially when purchasing higher-priced items like running shoes. A clear explanation of the return or exchange policy can reassure them.
"Our return policy allows you to bring items back within 30 days if they’re not the right fit. You can exchange them or receive a refund with your receipt."
"If the fit doesn’t feel right after you try them at home, feel free to come back for an exchange. We want to make sure you’re comfortable with your purchase."
Sample Conversation Script for a Running Store
Use this sample conversation to practice a complete interaction with a customer looking for running shoes.
Customer: "Hi, I’m looking for running shoes, but I’m not sure what kind I need. I mostly run on paved trails."
Sales Associate: "Hello! Thanks for stopping by. For paved trails, I’d recommend a shoe with moderate cushioning and good arch support. Do you know if you have high or low arches?"
Customer: "I think my arches are pretty low."
Sales Associate: "In that case, let’s look at some models with better arch support. We’ll also want to ensure they fit snugly but not too tight. What size are you normally?"
Customer: "Usually a size 9, but it depends on the shoe."
Sales Associate: "I’d suggest trying a 9 and maybe a 9.5 to see what feels best. It’s good to have a little extra room, especially if you’re running long distances. Let me bring out a few options for you."
Role-Play Practice
Try these scenarios to improve your comfort and fluency in different sales situations.
Scenario 1 – Recommending a Shoe for Trail Running
Practice recommending a shoe with good traction and breathability for a customer interested in trail running.
Scenario 2 – Explaining the Return Policy
Pretend a customer is unsure about the store’s return policy. Practice explaining it politely and professionally, offering an exchange or refund if necessary.
Scenario 3 – Sizing Assistance
Practice suggesting a shoe size based on the customer’s typical shoe size and the fit they need for running.
Quick Tips for Providing Excellent Customer Service
Listen carefully to the customer’s needs and repeat back any key points to confirm your understanding.
Use open-ended questions to encourage customers to share more details, like “What type of running do you usually do?” or “What kind of fit do you prefer?”
Stay friendly and approachable—smiling and making eye contact can go a long way in creating a positive shopping experience.
Be confident in your knowledge of products and always look for ways to match the customer’s needs with the store’s offerings.
With these vocabulary words, phrases, and scenarios, you’ll have the tools to confidently assist customers, provide helpful recommendations, and create an enjoyable shopping experience at the running store.
Comments