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

or

  • 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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