Retail store staff that have the right customer facing skills can prove to be an important asset for the retail business as they are the ones dealing with the customers’ directly, Hence, they need to be the face of the retail business as well as brand ambassadors of the retail brand so that they are able to influence the customers and drive them to making purchases, thus generating sales for the business.
At the end of the day, the aim for a retail store staff is to achieve high sales. However, selling does not mean they have to be ‘salesy’ and pushy. Effective selling is all about their ability to help the customers with the necessary information which they may be seeking, helping them find the desired product, and ensuring that the customers are genuinely happy with their purchase.
To achieve this, retail businesses need to ensure that their store staff are equipped with 2 important aspects – knowledge and technology:
• Knowledge – Retail store staff need to be armed with thorough and complete information regarding the products. In fact, it would be of additional value if they possess the information about the competition as well. Importantly, every store staff should know their customers so that they can tackle them accordingly. Hence, it is necessary to have recent and relevant customer data. The store staff also need to be trained and groomed in order to imbibe the values of the business so that the brand attitude may be reflected through the interactions they have with the customers. Also, providing proper training for obvious factors like communication skills and other soft skills will go a long way in the overall grooming of the staff. Having substantial knowledge of the business, its products, customers and also, the competition will allow the store staff to face the customers confidently and deliver the service effectively.
• Technology – Along with knowledge, it is also essential to equip the store staff with the right softwares and tools. Having the right technology at their disposal will allow them to go about their daily chores efficiently. For example, a POS software at the check-out counter that is able to not only capture customer data but also reflect it during billing will allow the staff to provide the customer with the right offers at the time of purchase. Also, providing store staff with mobile POS devices will help them assist customers during peak hours, thus negating the chances of a walk-out. Having a powerful order management tool that can manage inventory real time will enable the staff to handle situations accordingly, if the desired products are not available at the store.
Certainly, the utilization of a good retail solution will ensure that the retail business as a whole, can reap the benefits through improved performance and profitability. To sum up, the right knowledge and the right technology will help retailers and their store staff to get it right in retail.