3 Ways To Lose Customers And Frustrate Retail Salespeople
The manager of an outlet for a big-name retailer recently shared her frustration with the way the store operated. It was enlightening, because the solution would be so simple! ChainDrive Mobile Assistant would have turned the sad tale of retail woe into a rejoicing story of success. Here is what actually happened:
Customer Seeks A Special Size
This particular location carries a portion of sizes, but the actual shoppers often are looking for a size or style that is outside that limitation. The big-name company can provide the other sizes and styles because they do exist, just are not carried at that specific site. This is the point of contact that can create a satisfied customer despite not having the item on the shelf IF the staff is equipped to find the desired item easily and provide a solution. No solution = no satisfaction.
Salesperson Can’t Access Chain-wide Inventory To Provide Item
There is no way for the sales staff or manager to access the chain’s inventory apart from calling other stores or going online with personal devices. Phone calls to other stores sometimes result in sales if that store isn’t busy and the customer can go to the other site to pick up the item. The manager said she will do this if she can, even though there is no “credit” for her store in the sale. She wants the customer to get what they are looking for.
Customer Leaves — May Not Return
When the manager can’t get another store to look for the item on their shelves, she ends up giving the customer a paper with the website address, telling the customer to look online and order from the site. There’s no way of knowing how many people will do this once they get home, and the probability is high that the paper will be lost.
ChainDrive Mobile Assistant Changes The Story’s Ending
If that manager and the rest of the sales staff of this big-name retailer had ChainDrive Mobile Assistant, the story would be much happier. When the customer asked for the size or style that wasn’t on the shelf, the associate would have pulled out their device, looked up the product, verified details of the description if needed, located the nearest source, ordered it to be delivered to the customer’s preferred location, provided email verification of the transfer, and probably enrolled that customer in a loyalty program because they want to shop where they get service like this.
The story would be one of satisfaction, loyal customers, and salespeople who are confident because they are equipped with ChainDrive Mobile Assistant.