Posts Tagged 'Shopping Experience'

Webrooming Opportunity for Retailers

Showrooming, the practice of consumers doing all their looking in the stores but buying online, presents some challenges for brick and mortar retailers. And, many used showrooming as an excuse for not meeting top line sales and conversion rate targets, among other KPI’s, in store.

Fortunately, showrooming is no longer the big thing!

Now, webrooming – where consumers learn as much as they can about a product online but come into the store to make their purchase – is the much talked about practice…and it’s proving to be a great opportunity for physical retail stores.

“21 percent of U.S. shoppers plan to increase in-store purchasing, more than double the 9 percent of adults who said the same last year.” Accenture

“In fact, when asked what part of the overall shopping experience retailers need to improve, 40 percent say the in-store shopping experience, with just 16 percent pointing to the online shopping experience.” Accenture 

And no wonder webrooming is popular and gaining steam…there are many advantages for the consumer.

Advantages such as the satisfaction of touching and feeling the merchandise, no waiting for delivery – take it home now, easy returns – no packaging and shipping, interaction with a (presumably) friendly and knowledgeable associate, privacy considerations and more.

What does all this mean?

It means that retail store management and associates need to be well trained and experienced in handling these customers. It means that fundamental retail selling and customer service skills are needed now, more than ever, to keep this trend going strong.

Opportunities, for the retailer, are huge.

You’re getting a customer who is ready to buy. All the associate has to do is welcome him/her and build rapport, determine needs in addition to the item the customer has already expressed interest in, present the merchandise – along with add ons, of course, close the sale, thank the customer and invite them to return.

These are just retail fundamentals.

The sale, and the customer, are yours to lose.  Webrooming is presenting retailers with the perfect opportunity to add value and create loyal customers.

All the Success!
DMSRetail

PS: DMSRetail offers the self study course – Retail Selling Skills and Customer Service Fundamentals. You can check it out here.
Other self study courses – for Store Managers, District Managers and other Head Office personnel – are also available, click here.

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7 Deadly Sins of Customer Service

You probably have seen the following before, but it is so valuable we just thought you would enjoy it again regardless.

Seven Deadly Sins of Customer Service

1. Apathy: A just don’t-give-a-damn attitude on the part of the salesperson or an impression conveyed to the customer in terms of “Do I look like I give a damn?”. Some people get this way when they get bored with their jobs and nobody is reminding them that their job priority is to serve the customers.

2. Brush-Off: Trying to get rid of the customer by brushing-off his or her need or problem; trying to “slam-dunk” the customer with some standard procedure that doesn’t solve the problem but lets the service person off the hook for doing anything special.

3. Coldness: A kind of chilly hostility, curtness, unfriendliness, inconsiderateness, or impatience with the customer that says, “You’re a nuisance; please go away.” It is amazing to find that so many restaurants carefully select the most moody, depressed, hostile person they can find for the hostess-cashier job, making sure the customer’s first and last moments of truth are good ones.

4. Condescension: Treating the customer with a patronizing attitude, such as many health-care people do. They call the doctor “Doctor Jones,” but they call you by your first name and talk to you like you’re four years old.

5. Robotism: “Thank-you-have-a-nice-day-NEXT.” The fully mechanized worker puts every customer through the same program with the same standard motion and slogans, and with no trace of warmth or individuality. A variant of this is the smiling robot who gives a permanent “star” smile, but you can tell nobody’s home upstairs.

6. Rule Book: Putting the organizational rules above customer satisfaction, with no discretion on the part of the service person to make exceptions or use common sense. Banks are famous for this; they usually do everything possible to eliminate all traces of human thought and judgement, with the result that no one is authorized to think. Any customer problem with more than one moving part confounds their system.

7. Runaround: “Sorry, you’ll have to call (see) so-and-so. We don’t handle that here.” Airline people have made this into an art; the ticket agent tells you the gate people will take care of it, and the gate people tell you to see the ticket agent when you get to your destination, and the agent at your destination tells you to have your travel agent take care of it.

You can improve your customer service by training your front line staff with DMSRetail’s Retail Selling Skills & Customer Service Fundamentals DVD course.


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