Why Omnichannel: A Sales Rep Perspective

Jun 01, 2016 — Brady Parker
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It takes a very special type of person to succeed in retail sales. They have to be knowledgeable about the store’s products, but in many cases, they have to be knowledgeable about the industry itself.

Knowledgeable sales staff are very important as they are the face of the business and the ones that drive sales and contribute to the company’s bottom line. They can utilize omnichannel tools to create a great in-store experience to make that lasting impression with the customer and close the sale. 

The omnichannel experience can help sales people communicate to customers in a different way.

People learn at school or work in different methods, some learn from doing, some learn from hearing and others learn from seeing. For this reason, we are seeing the traditional classroom environment begin to change. The same is to be said for the retail environment.

Three types of shoppers

1. Kinesthetic shoppers

Kinesthetic shoppers like to make their purchase decision by looking through the store and deciding independently on their purchase. These are the types of customers that very rarely will accept help from a sales representative.

2. Auditory shoppers

Auditory shoppers like to listen to the advice that a knowledgeable sales representative has, whether that be the hottest new fashion or a recommendation on a piece of electronics.

3. Visual shoppers

Visual shoppers are visually stimulated by their purchases and tend to like things they see that are visually appealing or they look for visual information such as helpful signage.

 

Of course, customers can be a combination of all three of these types of shoppers, but that’s what makes implementing an omnichannel strategy especially useful. Through the use of technology, a sales representative is able to assess the type of customer they are dealing with and act accordingly.

Where technology can assist 

The visual advantages of endless aisle kiosks allow customers that would rather browse independently the ability to do so. However, if a customer does want assistance, the sales rep is able to show the customer a wide variety of products and can get their information across to the customer both through their own knowledge and charisma as well as through the use of the software as a sales tool.

Some customers may be on the fence about a purchase until they see a visual cue that helps them make up their mind. As they say, a picture is worth a thousand words. Let in-store interactive tools be your thousand words.

 

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Topics: Customer Experience

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