The iQmetrix Wireless Retail Blog

The ROI of Equipping Your In-Store Staff with Comprehensive POS

Written by Eric Stachowski | 11/24/17 6:25 PM

Choosing a point of sale (POS) system is kind of like getting married—you want to know what you’re getting into before you tie the knot and commit. Will your POS system work for you long-term? Can it fit the needs of your business as you scale? Will it integrate with third-party offerings that enhance your customer service? These are all important considerations. As the in-store experience shifts in the omnichannel age, a strong POS solution can help wireless retailers provide personalized service at all touchpoints while driving sales and increasing revenue.

At iQmetrix, we have created a checklist of important features to look for as you choose the next-gen POS solution that will set you up for success.

1. Access to customer profiles and integration with CRM

You want a POS that is either part of a larger, robust suite of software or that can integrate with your existing systems, such as your CRM. Your POS should give your sales staff access to complete customer profiles so that they can increase revenue at each touchpoint in the buyer journey. Say a customer is buying a new phone—your sales team should be able to check in real-time whether or not they have previously purchased accessories, such as headsets, alongside their smartphone.

Your POS system should give sales staff contextually-relevant information about their customers with details ranging from preferred phone features to the likelihood that they will take advantage of a current promotion. Having this knowledge on hand can help your sales staff to make intentional and personalized offers that will usually result in increased sales and a more satisfying in-store experience.

2. Functionality across devices

Your POS system shouldn’t tie you down to a desktop. Ideally, it will extend functionality to other devices, such as phones and tablets. Your staff should be able to move around the store freely to help customers and complete customers’ purchases on the spot. Empower your staff by equipping them with technology that is easy-to-use and helps meet the needs of the customer—no matter where in the store they happen to be. Tablets and mobile devices allow your sales team to better engage with customers on the floor and empowers them to review customers’ phone plans and purchase history while on the go.

3. Real-time inventory updates

Part of setting your sales team up to win means helping them make promises to customers they can actually deliver on. Your POS system should integrate with your inventory management solution so that no customer leaves disappointed due to an “out of stock” item. Much as you wouldn’t want your website to show products that are no longer available, you don’t want your customers to run into any dead-ends during their in-store experience. Giving customers this information also allows salespeople to quickly check if an item is available at other store locations, and can streamline the purchase experience by allowing them to easily ship products if needed.

4. Performance metrics

As a manager, you want to make sure your stores are profitable. Next-gen POS solutions provide managers with dashboards that quickly summarize performance trends. By giving managers day-to-day business metrics, these POS systems can help inform staffing decisions, sales tactics, and marketing strategies. For example, if a manager sees that one salesperson is highly successful at selling mobile data plans, but the rest of their team is not meeting their performance goals, they can take action to ensure their entire team is adequately trained and set up to win.

Above all, you should look for a flexible, robust, and scalable solution that allows you to serve your customers in the best possible way. POS systems are one of the most important technologies you will have to implement in your retail operation, so choose a platform that offers you seamless integrations and sets you up for long-term success.

To learn more about how our POS can transform your business, click the link below and download our whitepaper, "Survival Guide for Wireless Retailers."

Photos: Shutterstock / Hadrian, Shutterstock / LDProd, Shutterstock / Paisit Teeraphatsakool