Sarah Santos, president of Cigars International, shares the following three tips that can help retail tobacconists grow their businesses:
- Engage with customers. This is key. Provide customers with personalized experiences in a welcoming environment that non-cigar smokers would be comfortable tagging along to visit.
- Educate your staff so they become trusted advisors to your customers. Teach your staff to actively listen to each customer’s preferences and suggest a fitting cigar versus pushing their own personal preference or the one that provides the greatest profit. This will ensure greater long-term customer loyalty and repeat visits.
- Stay connected. Make your consumer feel like they have a connection to your shop through appropriate post-transaction communication, giving them an incentive to return to your shop and to promote your shop to their fellow cigar-loving acquaintances.
This story first appeared in the September/October 2021 issue of Tobacco Business magazine. Members of the tobacco industry are eligible for a complimentary subscription to our magazine. Click here for details.