KIT enables store associates to engage with customers remotely, nurturing existing and new customer relationships and maximising sales in a seamless process. The ability, provided by cutting edge KIT technology, to surface all relevant customer and product information and enable multiple channels of communication, allows the store associate to advise, recommend and sell from anywhere at any time.
- Up to 10% increase in sales generated by store associates
- Up-sell & Cross-sell from home and increase average order size by up to 15%
- Relationships managed directly between store associates and customers – all centrally controlled by the Retailer
- Increase customer satisfaction by up to 25% through personalised customer & store associate interactions.
- Supercharge store associates by providing them with all the information they need to sell effectively from home.
Store Associate Benefits
- Maintaining good customer contact whilst working from home via the Comms module allowing contact via e-mail, phone, SMS, WhatsApp or WeChat.
- The ability to view their customers online presence via their 360° profile, including their online basket, recommendations and wish lists to enable further cross-sell and up-sell opportunities.
- To continue to build looks and outfits for their customers using the Look book module, which can be sent to their customers for feedback.
- The ability to gain more detailed customer feedback on the service from home, via KIT’s integration to Qualtrics.
- KIT allows the store associate to forward plan their tasks and one to one appointments, once plans for store re-opening are announced.
- Commission tracking so any transactions pushed to the website for checkout still give the credit to the store associate.
Implementation & Effort
We can deliver working systems in as little as 2 weeks and Keytree can manage the whole project remotely.
The final delivered solution is fully managed by Keytree, with remote maintenance & support included in the licence fee.
KIT is available for purchase via SAP’s App Center. Click here for more information.
Are you being served?
To people of a certain age, the title above will conjure up images of a sitcom located in a 1970’s department store with the humour based upon stereotypes of the time, that is massively inappropriate today. The title of the show, however, came from a fundamental question from the sales staff to a customer that appeared to be waiting for some assistance. Although not a term used at the time, customer-centricity was at the heart of retail, with knowledge of each regular customer’s preferences at the fingertips of the staff. Then it was lost. Self-service became everything, and sales associates became known as ‘store staff’ – a uniformed resource (primarily) to keep shelves and hangers filled, rather than the guide as the customer follows the path to their purchase. TV and magazines became the source of knowledge for customers, and everything became transactional, with price as the differentiator.
Then along came the internet, disrupting the way that we do everything (well, almost everything) and providing a wealth of information and opinion on everything and anything. As well as opening a whole new world of competition for the established stores, the internet also provided a way for customers to become more informed about the products that they were thinking of buying. Research before buying is now established as the norm, and we have reached the point where you have customers knowing more than the sales associate. That was until now – retailers of all types are turning to technology to equip store associates with information more comprehensive, and immediate, than ever before.
You’ve got the whole world in your hands
Technology of all sorts – electronics, fabrics, food and services – means that products evolve and are superseded much more rapidly than ever before. Consequently, knowing the killer selling points of these products is so difficult for the store staff. Customers focused on their desired purchase, do more and more research on the items they want to buy. They are well armed with facts and comparatives, so we need to help the store teams. This is where assisted selling comes in – using mobile technology to have comprehensive data at your fingertips. Technical information, comparison reports, competitive price details and associated products can all be fed to the store associate so that they are on at least an equal footing with a well-informed customer.
Conversations become more meaningful, credibility is enhanced, and the relationship grows. The customer feels that they want to buy because they can discuss their requirements at a detailed level. Even better, because of the intelligence provided by the technology, the store associate can up-sell by giving reasons why the more expensive model has better features, or cross-sell accessories and complementary products. But why stop there? Companies are taking this even further by enabling personalisation of products. Want that specific design added? Sure. Want your name written on the product? Easy!
And there’s even more…
Huge opportunities exist at this point for further products and services. These tools help ensure that you get a suitably qualified installation engineer, at a time of your convenience, to have the product ready and working: not just delivered to your door in a box. We have long had the follow-up phone call ‘to arrange installation’, but now we expect it to be done at the same time we conclude the sale. It is also unacceptable to have to walk the customer to another part of the store to do this – it needs to be done there and then, where you are standing.
In fact, on larger mobile devices we can further develop assisted selling by using Augmented Reality to show the product (such as furnishings and other household goods) integrated into a photograph of the room it would be in. This becomes powerful, as it takes the customer on the emotional journey of seeing the product in their home.
Where does it work?
This is great news! Anywhere that you have a one to one interaction with the customer as part of the sale is appropriate to have some form of mobile-enabled assisted selling. When you partner this with Clienteling on the same mobile device, you empower the sales associate to have a personal relationship (like having their old, traditional, black book) as well as having in-depth product information to give that expert guidance.
Traditionally viewed as being mainly the territory of the luxury, big ticket, fashion retailers, we are having discussions with clients across many sectors: white goods retail, automotive, home furnishings, financial services and many, many more.
Are you being served? There is no doubt that by offering assisted selling, using mobile technology, you most definitely will be.