4/4/16
Of all the challenges facing brick-and-mortar businesses today, those created by the online e-commerce industry are among the most critical. Top leaders in the retail industry now say there is a constant effort to drive customers to stores from an online site.
Because a personal experience is so important to customers, developing a strategy to fulfill this desire is critical. Let's take a look at a few ways you can impress your customers with a personal experience.
Since technology is constantly changing, many customers may not be aware of the new advancements that have taken place since their last purchase. This could cause them to miss out on the newest options and special features that will help make their purchase a better option for their needs.
When assisting customers, reps should make an effort to allow them to try out different features on devices. For example, they can help customers who are looking to purchase a new tablet or laptop experience the device’s various capabilities such as:
Reps can help fulfill this situation by taking the time to listen to their customers and determine what their needs are. Then, they will be able to determine which technology and devices will work best with their customers’ lifestyle and needs.
Discovering information about the past can help determine what the future will look like. Not only is this true in the real world, it’s true in the retail setting as well. Customers tend to be creatures of habit. When something has interested them in the past, they will most likely be drawn to it, or something similar, in the future.
Understanding this can help managers realize just how important past purchase information is. When managers and their reps have access to this information, they are able to see what drives customers to make a purchasing decision.
Reps are then able to steer customers in the right direction when it comes to finding products that best suit their needs.
Retailers are implementing new technologies to gain access to this type of customer data. This can include connected devices such as Bluetooth beacons and radio frequency identification, often referred to as RFID tags.
If your store uses these types of technologies, ensure your sales team understands how to use the technology as well as how to translate the data it provides into customer benefits and sales opportunities.
Today’s customers expect to be rewarded for their loyalty in some way. Research shows that customers look for loyalty programs that provide them with value by providing access to special deals and discounts.
They want these deals and discounts to be obtainable and expect any points or discounts to be applied automatically to their purchases.
Many retailers find that a loyalty program helps build trust between themselves and their customers while providing access to valuable customer information. Reps who have the knowledge to recognize how current deals or discounts will benefit their specific customers have the opportunity to personalize and improve their overall shopping experience.
The way customers shop has changed drastically over the past few years. With these changes, retail managers need to ensure their reps are prepared to create an exceptional and personalized shopping experience for each and every type of customer.
Taking advantage of available retail technology solutions and product and sales training will go a long way in helping to create success for both customers and retailers.
To better prepare members of your sales team, encourage them to participate in the Intel® Retail Edge Program. The targeted Learning activities around product information, new technologies, and sales tips will keep them on their game and ahead of the competition.
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