The Salesfloor platform helps stores bridge the gap between local shoppers online and in-store. With that in mind, what better way to introduce your clients to their new omnichannel opportunity than offering in-store appointments to online customers?
"How?" you might ask: Customers can always request an appointment by either submitting a request directly to you from your Storefront or by requesting an appointment at their local store through the Salesfloor Connect Widget. Once you've received an appointment request and accepted the time proposal, now's when the real work begins. Use these next 7 strategies to make the most out of the time you spend with your clients:
1. Check-in with your client before their appointment
Accepting an appointment is one thing, making it to that appointment is another. After all, even the best of us can lose track of our day. Sending a quick reply to your customer's appointment request 1 hour before the time of their appointment gives the client 1 last chance to confirm their attendance, while simultaneous giving you, the associate, the confidence you need to start moving to the next items in this list.
2. Do your homework & prepare in advance
You've got their name, you've got their request, and you might even already have them as a contact! Remember to verify your contact lists to confirm whether the client you're about to meet is brand new, or an existing contact in your books. If the client has interacted with your Salesfloor account before, you've struck gold! Your Salesfloor contact cards not only host extensive personal contact information, but they've also got tracking in place to view your client's purchase history and activity logs to help add context and knowledge to your selling approach. You can browse the activity logs to view previous requests or use their purchase history to get a feel for the styles, brands, and price points that your client has purchased in the past.
If your retailer uses Salesfloor's Customer Insights module, you've got even more information to make more specific, relevant, and knowledgeable recommendations to your client than ever, including most purchased brands, sizes, client membership details, most frequently purchased product categories, average order values ($), and more.
3. Create a dedicated space
Your store is a public space, likely designed to improve the ease-of-flow for customers strolling through each item on the racks, and tabletops, but every space can be transformed into a VIP experience with a little exclusivity. Once you've confirmed that your client is on their way, do you best to carve out a corner, or area of your store to use as your appointment home base. What you're looking for is enough space to keep your client comfortable, and to display the items you discuss with your client, while also ensuring that their experience is intimate enough that they feel separated from the open-concept, public store that surrounds them.
4. Power to choose
Maximize the sales opportunity of your appointments by pre-selecting two or more unique items or options for your customers to choose from. Asking them to choose which one they prefer not only gives them the chance to narrow down and communicate their preferences but also allows you to build a larger assortment of recommendations based on their personal feedback.
5. A warm welcome goes a long way
Making your client's experience a warm, memorable experience is key. If your client isn't in a rush, you shouldn't be either! Taking a few minutes when your client enters their appointment to introduce yourself, talk about their day, and their needs for the day is a great way to start your relationship on the right foot and set the tone for your appointment.
6. Send your client a thank you note after their visit
Take note of the items that piqued your client's interest during their visit. "Mmmm I'll think about that one" –Noted. Once your client is on their way, take a minute to sum up the items that caught their eye in a quick and easy email to recap their visit. This email not only serves and a great reminder for your client, but also extends the invite to reach back out to you (or your store) with any questions they might have as they ponder your stellar recommendations.
7. Use task reminders to follow-up
You've met your client, you've sent your recap, now the only thing left to do is make sure you follow up with your client. Use tasks to schedule a follow-up with your client in a few days in case they have any new questions, new needs, or would like to book a follow-up appointment in store.