A recent study reported by Phys.org suggests that customers often welcome a store manager's help when they are deciding on a purchase. Whether the item is a dishwasher, a tablet, or a lawn mower, shoppers tend to appreciate the extra assistance from a manager who steps in to support the sales staff.
However, the research also indicates that this positive response has limits. If managers intervene too heavily or take over the interaction, the benefit fades. The key is for managers to offer help without micromanaging the sales process.
The findings imply that managers can play a useful role on the sales floor, but they need to gauge when their involvement is helpful and when it becomes excessive. A light touch appears to be the most effective approach.