As with any business, the success of your retail store involves keeping every customer happy because, after all, you need them to part with their money in exchange for the goods you’re selling! In order to be truly successful in boosting customer satisfaction, the manager must be thoroughly trained to lead a team, and every member of staff should respect those in charge so that conflict can be avoided, they can remain positive and inspired, and tasks are delegated effectively among the team. A retail team must be focused on making sure each customer finds what they’re looking for, welcoming everyone into the store, being attentive, and helping to explain how products work. If you’re looking for ways to ramp up profit margins and boost sales, then the following four tips should be of great use to you:
Make Sure The Journey is Smooth
The shopping experience should be smooth and straightforward. It shouldn’t incur hold-ups due to technology failures, and queues should be kept to an absolute minimum. During busy times of the year, such as Christmas and Easter, more staff should be employed to work on the tills and to stay on the shop floor ready and willing to help customers at any given moment. You need to ensure that customers want to return, so technology systems need to be up-to-date and fast. Furthermore, you should be operating using an efficient till system such as OpSuite, where you can control products, pricing, customers, and supplies all from one place.
Demonstrate Expert Product Knowledge
As mentioned above, every member of your staff needs to truly know their stuff so that they’re best equipped to give customers a rundown on how products work, and why they should purchase them. When your employees’ feel as though they have a good grasp on how the company runs, on its ethics and product knowledge, then they’re far more likely to enjoy their role and what they do. It is crucial to ensuring employee satisfaction and keeping staff turnover to a minimum.
One of the most important aspects of retail is to be attentive and willing to answer questions with a friendly smile. Employees should be approachable and well versed in product knowledge so that they can explain how a product works and why it’s beneficial for the customer to buy. Being attentive also involves being able to handle disgruntled customers that may require a refund, an exchange, or an opportunity to voice their complaint. In order to minimise further upset, your team needs training on how to handle initial complaints before they become larger concerns, such as offering a refund before the issue is reported to head office.
Your employees should welcome each and every customer who walks through the door, quite simply, because it’s polite and also sets up a means for communication should customers require more information on where to go, to sit, and to get their needs met. You want your customers to feel comfortable from the moment they step inside the shop, so you should welcome them with a friendly greeting, ensure that you answer their questions during their time on the shop floor, and bid them farewell as they leave.