Independent shops enjoy several advantages over mass merchandisers and big box discounters. For example, they can rapidly modify their inventories to address changes in consumer preferences. That agility also permits them to use popular assortments that promise wide margins and quick sell through rates.
One of the most important competitive advantages independent merchants enjoy is their ability to offer a raised level of purchaser service. By contrast, big box shops can extend lower prices due to their economies of scale, but infrequently provide creative answers to their customers problems.
Below, we ll take a closer look at how you and your people can supply a better experience for those who walk through your doors. You ll discover that providing better service is commonly the card that trumps the mass merchandisers size and lower costs.
Why Do People Visit Your Store?
You most likely notice that the people who visit your retail shop aren t there to find the lowest prices or biggest selection. Both are the domain of your big box competitors. Instead, they are there to find a solution to their issues ; that solution is often not available at the megastores.
As an example, suppose you operate a gardening boutique that offers patio lighting systems. While the mass merchandisers may supply a variety of inexpensive systems, your customers tastes could be more refined. In many cases, they might be not aware relating to their selections and need somebody to provide in depth product knowledge. This is a core ingredient to a noteworthy consumer service experience. It cultivates loyalty.
Solving Problems Begins With Product Knowledge
Given that many of the people who visit your retail store will be searching for detailed information about your products, you and your staff must be informed about them. Take some time to find out more about your products and encourage your employees to do the same. That s the only way they ll be in a position to offer effective answers to your customers issues.
This is an area in which the discounters fail badly. If you ve ever sought detailed product knowledge or advice from the employees at a big box retailer, you already realize how frustrating it can be. Your clients visit your store to avoid that frustration. They predict your staff to offer creative solutions. That requires in depth product knowledge.
Bettering The Overall Experience
inspiring people to visit your shop is the first step toward gaining their long term trust and loyalty. After they come through your doors, their experience will play a key role in their call to return.
Review each facet of your front end operation to dump any factors that might frustrate visitors or deter them from returning. For instance, how long are customers made to wait in line before making their purchases? If they need assistance or wish to raise questions, how quickly do they receive attention from your staff?
The fashion in which your employees process returns is also important. Returning products should be convenient for shoppers. Your store s return policy should be designed to make it as easy as possible for them to exchange items. That gives them confidence that you and your staff are trustworthy and will stand behind the products you sell.
Growing The Relationship
There are several factors that come together to supply a top quality customer service experience to people who visit your shop. You and your staff should be informed about your products and how they can solve your customers problems. And, every component of your front end operation should be geared toward making it as easy as practicable on your visitors. That makes consumers feel more comfortable and confident in your capability to address their unique wishes. And that s the key to winning their fidelity from your big box competitors.
Author Resource:
G.A. Wright specializes in high-impact http://www.gawrightsales.com/ sales events that produce big customer numbers and attract enormous crowds. Check out their website for more information: http://www.GAWrightSales.com
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