By Chad Wade – Because “Just Looking” Doesn’t Pay the Bills
Every smoke shop gets them:
The “just looking” customer who walks in, pokes around, and leaves without spending a dime.
The “just looking” customer who walks in, pokes around, and leaves without spending a dime.
Most owners just shrug and say, “Well, maybe next time.”
Wrong.
A browser who leaves empty-handed is a missed sale — and if you’re not training yourself (and your staff) to flip browsers into buyers, you’re burning money daily.
A browser who leaves empty-handed is a missed sale — and if you’re not training yourself (and your staff) to flip browsers into buyers, you’re burning money daily.
Here’s how to fix it.
1. The First 30 Seconds Decide Everything
Customers decide if they’ll buy almost instantly.
If they’re ignored, they’re gone.
If they’re ignored, they’re gone.
Fix:
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Always greet within 30 seconds.
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Keep it casual but engaging — “What brings you in today?”
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Acknowledge them as a real person, not just another body in your shop.
A simple greeting can be the difference between a $0 visit and a $40 ticket.
2. Don’t Ask, “Can I Help You?”
That’s the worst line in retail. They’ll say “just looking” and shut you down.
Fix:
Ask engaging questions instead:
Ask engaging questions instead:
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“Are you into vapes, glass, or something different?”
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“What’s your go-to wrap or paper?”
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“Have you tried the new [hot product] yet?”
You’re guiding the conversation, not giving them an easy exit.
3. Use the “Show, Don’t Tell” Method
Most browsers aren’t ready to commit — until you put something in their hands.
Fix:
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Pull products out of the case.
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Let them feel the weight, see the colors, check the details.
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Demo torches, grinders, or rolling trays if possible.
The second a customer touches a product, the chance of them buying doubles.
4. Build Small Yeses Before the Big One
You don’t need to close a $200 water pipe right away.
Start small.
Start small.
Fix:
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Recommend a $5 wrap, a $2 lighter, or a snack.
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Once they say yes once, they’re more likely to say yes again.
Browsers need momentum — give it to them.
5. Train Your Team to Read Customers
Some people want quick in-and-out. Others want to chat for 10 minutes.
Fix:
Teach your staff to identify:
Teach your staff to identify:
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The Quick Buyer – Get them to the register fast.
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The Curious Browser – Educate and demo products.
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The Social Shopper – Build rapport, make them feel at home.
When you match their energy, they buy.
6. Always Offer an Add-On
Every single transaction should include an upsell attempt.
Not pushy — just smart.
Not pushy — just smart.
Example:
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“Want to grab a grinder to go with that pack of wraps?”
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“This lighter is refillable — saves you money long-term.”
Even browsers who came in for nothing might leave with a $10 add-on.
Final Word
Browsers aren’t a waste of time. They’re future buyers waiting to be converted.
And if you master the customer experience game, you’ll turn your “just looking” crowd into your most loyal regulars.
And if you master the customer experience game, you’ll turn your “just looking” crowd into your most loyal regulars.
Stop letting people walk out empty-handed.
Start turning browsers into buyers — every damn day.
Start turning browsers into buyers — every damn day.