Team Training · Think Local Reviews

Training Retail Staff to Ask for Reviews Without Feeling Awkward

Your front-line team has the most direct influence on reviews. They’re the ones helping customers find the right product, fixing problems and turning browsers into buyers. But even experienced staff often feel uncomfortable with retail staff asking for reviews.

The solution is not to “force” them to ask more. It’s to equip them with context, language and confidence so asking for a review feels as normal as saying “Thank you, have a nice day.”

Explain why reviews matter to the whole team

Before you train staff on what to say, help them understand why reviews are important:

• Reviews bring in new customers who might never have found the store.
• More business means more stable hours, bonuses and job security.
• Positive reviews often mention staff by name, which feels great to read.

Share real examples of reviews that led to new customers or praised team members. When staff see the link between reviews and their own success, they’re more motivated to take part.

Give flexible scripts, not rigid lines

Every staff member has a different personality. Instead of one script, offer a small menu of phrases they can adapt:

• “If you’re happy with everything today, we’d really appreciate a quick review on Google.”
• “We’re trying to grow our online reviews – if you have a spare minute later, a short review really helps.”
• “Reviews help people discover local shops like ours. If you’re comfortable, we’d love your honest feedback on Google.”

Encourage staff to adjust the wording so it feels natural. Authenticity is more important than sticking to a script word-for-word.

Use role-play to remove the fear factor

Many people only realise something is easier than they thought once they’ve tried it in a safe environment. In team meetings:

• Pair staff up and role-play checkout conversations.
• Ask them to try two or three different ways of asking.
• Swap roles so everyone plays both customer and staff.

Afterwards, discuss what felt natural, what felt forced, and refine the scripts together. This hands-on practice is far more effective than simply telling staff “remember to ask.”

Make it easy for customers to say yes

Staff confidence improves when they know the process is easy for customers. Provide:

• QR codes at the till that go directly to your review page.
• Short URLs on flyers or receipts.
• Clear signage that reinforces what staff say.

When staff can say, “You can just scan that code there – it takes 30 seconds,” they feel less like they’re asking a favour and more like they’re offering a quick option.

Recognise and reward good behaviour

Celebrate wins to keep momentum going:

• Share reviews that mention staff by name in team chats or meetings.
• Thank individuals publicly when their service clearly led to a review.
• Consider small incentives or friendly competitions focused on quality, not just quantity.

Make sure any targets are realistic and supportive, not stressful or punitive. The aim is to build a positive habit, not pressure staff into uncomfortable interactions.

With the right explanation, scripts and support, your team can become confident ambassadors for your reputation – and Think Local Reviews can help you track the results of their efforts over time.