Customers have walked into retail stores without knowing much about their products for long in the past. But the retail landscape has changed. Thanks to the internet and smart phones, today’s shoppers are very well-informed. They do tons of research before purchasing, and they often arrive at a store knowing exactly what they want and how much it costs. Because of this, it is getting harder for retailers to connect with consumers. So how would you engage and convert shoppers if they can get product details, prices, and alternatives beforehand with a few clicks or taps? Read on to know how to wow today’s shoppers.
These five tactics will help you do just that. Check them out below!
Tell which cannot be found on internet
Staff product knowledge is usually limited to what is present in stock or what colors a particular item comes in. But to really grab customers’ attention, you need to go beyond basic details and tell the customer something interesting, which cannot be found on internet.
When you are educating staff on your merchandise, tell the story behind each product. What is it made from? Who designed it? What is unique about it? Knowing these things — and sharing them with shoppers — helps you and your staff to engage more effectively with customers.
Know the customer’s lifestyle
Don’t simply ask customers what they are looking for. Inquire about their lifestyles!
This way, you will get information that you can use to provide custom feedback or tips. And in some cases, learning about a lifestyle opens opportunities for up-selling, cross-selling, or suggesting related products. You can make sure you are recommending products the shopper needs. You want them to feel good about their purchases. This is important for future transactions. So do not push them into buying something that isn’t right for them.
For e.g. if they are looking for a particular dress, ask where they plan to wear it. And from the answers either recommend relevant items or advice on how to care for the product
Know how to curate merchandise
The fact that customers are doing research online has certainly made things more challenging for retailers. But, if you think about it, it also creates opportunities to connect with shoppers and to stand out. Very often, customers wants someone to show them the best products so they can make an easy and quick decision. That is where your part comes in. Rather than just stocking up on more items without any consideration, apply effort to curate merchandise by putting items especially with a particular customer in mind. For this you will also need to track purchasing patterns of your customers.
Be more thoughtful and mindful about what products you are going to present to customers. A simple way to do this is to pay attention to their feedback. Get to know your target customers. What would they like to see more of? Do they have any specific product request? Did they try your items before? Through this you can show them just a select few items that they like, and save their time. Thus you will add another happy customer. Know more ways to provide great customer service.
Wise up on ratings and reviews
A recent study by PowerReviews has found that 86% of consumers consider ratings and reviews essential to the shopping experience. But people usually view them online. Retailers can still find ways to leverage them in-store. Pay attention to what consumers are saying about your products, and note down the best and worst-reviewed products online. This should be easy as most eCommerce sites contain ratings and reviews.
The information you gather there will help you assist customers as they view your store. For example, if you see someone checking out a certain item, you can mention similar merchandise that customers reviewed before and help them further by comparing products.
Know about trends and current events
Don’t just limit your knowledge to products and store information. Rather develop an expertise in your industry by keeping up with the latest trends and happenings.
Let us say you sell gadgets and accessories. You should know when the latest gadgets’ models come out and also discuss their cool features and functionalities. This will give you excellent customer talking points, and it will reinforce your image as an expert. Although people can find those information online, but there is a great deal of value in providing information on the spot. Sometimes customers repeatedly ask the same data during comparison as they can lose track of compared features. Also there is the advantage of conversing with customers and relating to them on a personal level.
You should also wise up on what is happening in your local community. Be aware if there is any exciting events in the near future because it can be a great way to enrich interactions and to provide people with a unique and memorable experience. When you do this, customers will see you not just as the person who sells them stuff, but as a trusted adviser.
You need to take on the role of an industry expert, adviser, and product curator, among other things, to stand out and deliver value to today’s shoppers. It requires a little more work, but the payoffs can be better in-store experiences, increased sales, and loyal customers; all more than worth it!