Positive thoughts about Assisted-selling

Assisted-selling basically is having a cutting-edge Mobile POS solution in the hands of our Store-associates.

I’m talking about replacing the traditional desk-bound POS stations with retailer-grade Mobile POS solutions (fully integrated with the IT back-end) based on tablets or smartphones; the final goal is to enhance the shopping-experience with personalized interactions on the shop-floor, during the most important phases of the shopping process.

Using Mobile POS solutions, Store-associates are able to have an in-store “anytime, anywhere“ full view of:

  • the Shopper and her purchase history, habits, personal info, …
  • products, prices, promotions, sales data, real-time inventory levels, …
  • other valuable, always up-to-date info, for example work schedules, alerts, training & HR related material, …

All of this means that the Store-associate is able to relate with the Shopper in a personal and informed way, and is empowered to provide helpful advice and significant product recommendations – what I consider a rich, consultative sales approach; all of this occurs on the shop-floor, where and when the buying decision is made – not afterwards at the checkout desk, when it is too late…

Let me rephrase it: combining different information from various enterprise data sources, such as customer personal data, shopping history data (contained in loyalty programs) and info about Products – and offering it to Store-associates in simple, accessible and actionable formats – allows to deliver improved one-to-one experiences for store Shoppers.

Think omni-channel: multiple fulfillment channels can be all at the fingertip of the store staff; for example, if the needed size or color of a product is not available in-store, the Store-associate can:

  • look on her Mobile POS device to find another store nearby where the Shopper can go and pick up the desired product right away, in the proper size or color


  • enter on her Mobile POS device the Shopper’s address and have the desired product shipped from a central warehouse

Mobile POS solutions that offer access to all aspects of Order-management and Fulfillment have the potential to both improve effectiveness (customer service KPIs) and efficiency (cost-reductions) – this mean having more performing operations.

A Mobile POS solution has another big advantage: it allows to complete the purchase (payment, etc.) straight-away on the shop-floor: Customers – always pressed for time – value the convenience of Mobile checkout because it gets them on their way sooner – no more annoying queues…

What’s the overall outcome? Shoppers feel unique and valued, loyalty is improved and bottom-line numbers get much better.

Andy Cavallini  –  http://retaildom.com


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