How to Relate to Retail Customers of Different Ages

One of the biggest challenges of working with retail customers is that they come in such a wide range of ages. Unless you work in a store that caters to members of a specific age group, you might find yourself helping a group of teens one minute and assisting an elderly couple the next. If you work in a store that appeals to people in several different age groups, you must be able to relate to these retail customers effectively. Just because you are not a member of a certain age group does not mean you cannot find some way to explain retail trends to most people.

If you expect to relate to people, you must try to forget any of the stereotypes you have ever heard about people in different age groups. In May 2013, Time writer Joel Stein referred to the perception of members of the millennial generation—those born between 1980 and 2000—as lazy and selfish. This is just one of the many stereotypes that exist regarding members of specific age groups. As another example, some people believe that senior citizens are incapable of using technology. When dealing with retail customers, you must wipe these stereotypes out of your mind and treat each person with respect.

Good listening skills are necessary when trying to relate to people of different ages. Members of certain age groups may use different terminology when making service requests, so you must be able to listen and ask questions to clarify what the customer is telling you. Part of being a good customer service representative is being able to evaluate the requirements of each customer. Instead of focusing on each customer's age, listen to what that person is telling you and use that information to determine the customer's requirements for products or services. Ask specific questions to help you relate to what the customer is saying.

If you have trouble relating to retail customers, try to connect with each person on a basic level instead of focusing on age as a factor that makes the two of you different. Listening with an open mind and asking respectful questions can help you find common ground that you would not be able to find if you let stereotypes and negative experiences cloud your judgment. Listening with an open mind can help you discover interests or points of view that you share with the customer, making it easier to provide excellent customer service in a retail environment.

These are just a few of the steps you can take to better relate to your retail customers. Customer service representatives cannot do it alone, however. Managers and corporate executives must avoid the negative consequences of age-based stereotyping and encourage employees to use information about retail trends and customer preferences to relate to retail customers.

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