May 16, 2013

What store do people refer to as, “that blue and gold store where the salesperson usually can’t help you”? It’s Best Buy according to Colin McGranahan, retail analyst at Sanford C. Bernstein. Roughly 20% of all consumer electronics are now bought online according to Best Buy. But many shoppers will always want a brick and mortar spot to try out products and have someone help them. The challenge is to make sure that a customer really feels like they are being helped!  For retailers not just to be “showrooms,” people need to love the store’s personal service so much, they buy.

Turning online customers that browser local stores into local buyers must be the training focus with your sales team. But it is not just about a sales closure rate, it really is about customer satisfaction. If you don’t improve that, start looking for a new business that doesn’t rely on customers (you won’t find one!). Unfortunately, many small businesses discover their real customer satisfaction score only when most of their customers have left.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

%d bloggers like this: