How to get more reviews for your shop through staff upselling

Getting people to review your business is so important nowadays, but it can be easier said than done. However, if your staff can make it a seamless part of the shopping experience, you can potentially skyrocket the number of reviews you have on Google, Trustpilot, social media and more...

Reviews, whether it be on Google, Trustpilot, Facebook or a host of other platforms, are vital for boosting your business’s visibility online and getting people instore. However, getting people to review your high street business can be a real challenge. There are plenty of strategies for getting reviews, but knowing which ones actually work is key.

That’s where staff upselling comes in. If you can help your staff to encourage customers to leave reviews, you’ll be engaging people at just the right time and will not only see results as far as the number of reviews is concerned, but also in your online presence, which can lead to more footfall and more sales.

Why should I have staff upselling customer reviews for my business?

Encouraging staff to ask for reviews can be a powerful tool for independent retailers. Here’s why:

• Customers are at their most engaged while still in-store – A great shopping experience is fresh in their minds, making them more likely to leave a positive review.
• Reviews are written off the back of a positive experience – Staff can ensure the request follows a good interaction, increasing the chance of a glowing review.
• NFC technology makes it easy – Staff can simply direct customers to tap a card or scan a code that takes them straight to a review platform, removing any friction.

Here are 5 key points on what to do in order to help your staff ‘upsell’ to your customers not just the idea of leaving a review, but giving them the ability to do it instantly, as well as how that can benefit your independent retail business.

1.  Train till staff to introduce the idea naturally

Till staff have a great opportunity to ask for reviews as they interact with customers at the final stage of their shopping journey.

• Encourage staff to mention it during checkout with a simple line like, "If you’ve enjoyed shopping with us today, we’d love a quick review. It only takes a few seconds!"
• Equip them with NFC-enabled cards or QR codes placed at the till, so they can show customers exactly where to tap or scan to leave a review instantly.
• Remind staff members to gauge the customer’s mood—if someone seems especially pleased with their purchase or service, that’s the perfect moment to ask.

2.  Encourage floor staff to prompt a review

Till staff aren’t the only ones who can encourage reviews. Floor staff who assist customers during their shopping experience can also take advantage of positive interactions.

• If a customer has had a great experience—whether they’ve received helpful advice, found a product they love, or enjoyed excellent service—staff can mention that reviews really help the business.
• Floor staff can also use simple NFC cards or QR codes so that you don’t miss any opportunities for feedback.
• If your shop has a personal shopping or fitting service, this is another excellent opportunity for staff to politely ask for a review before the customer leaves.

3.  Make it a soft sell

No one likes to feel pressured into leaving a review, so it’s important that staff take a friendly, no-obligation approach.

• A warm and engaging recommendation is often the most effective for getting reviews. Encourage staff to use positive and conversational language, such as:
  • "We’d love to hear your thoughts—your feedback really helps us!"
  • "If you have a moment, we’d really appreciate a quick review—it helps small businesses like ours so much."
• Train staff to read customer responses. If someone seems hesitant, they should move on without pushing the issue.

4.  Use signage and prompts

Visual reminders make it easier for customers to take action, especially when combined with a personal request from staff.

• Place posters or small signs near tills, fitting rooms, or exits, featuring QR codes or NFC technology so customers can simply tap their phone to go directly to a review page.
• Provide staff with business cards or small flyers that include a short message about the importance of reviews.

5.  Offer a small incentive if appropriate

While it’s important to keep review requests compliant and in line with platform guidelines, a small non-monetary incentive can be a great motivator.

• Consider offering entry into a monthly prize draw for customers who leave a review.
• Let customers know that their review helps improve the shop and services for future customers. Some may feel more inclined to contribute if they see it as supporting a business they value.
• If your shop offers loyalty points or rewards, consider encouraging a review in a subtle way, such as an extra entry in a giveaway or an exclusive discount for regular reviewers.

 What happens if I get a negative review?

Negative reviews are a headache for many small businesses. However, there are ways to deal with these effectively.

• Reply to the review, providing context where appropriate and maintaining a positive tone
• Encourage the reviewer to contact your business. This can often lead to a productive conversation and is a helpful step to encourage an edit to the review or a removal entirely where appropriate.

The best way to deal with 1-star feedback is by having all such reviews come through to you as a direct message instead of being posted instantly. Bira partner Star Feedback allows you to do this, while also letting you manage the myriad of different review platforms from one place.

Encouraging staff to make review requests a natural part of the shopping experience can significantly boost the number of reviews your shop receives. This, in turn, helps independent retailers build trust with new and existing customers, strengthen their online presence, and compete more effectively on both the high street and online.