Situations 1 and 2
Situation 1: the browsing customer
If a customer has spent several minutes looking at products in the same section, you should approach them and engage them in conversation by asking if they are looking for a specific product. Avoid asking a closed question such as ‘Can I help you?’ as the answer will often just be no!
Situation 2: the opportunistic customer
This situation can occur when you are already in a conversation with a customer and by chance they mention something that rings warning bells. For example, a customer collecting their prescription yawns and mentions they are not sleeping well. This gives you an opening to delve further and ask if there is any reason why. Perhaps you could tell the customer about the sleeping aids available or hints and tips on relaxing before bedtime.