Drive more holiday sales with Clienteling
When it comes to gift-giving, one of the reasons they say: “It’s the thought that counts,” is that coming up with an idea for a present that is both fresh and fitting for the recipient can be extremely difficult. However, this offers a great opportunity for the savvy store associate. Indeed, as store associates search for ingenious ways to personalise and enhance the customer experience, it is easy to forget the relatively low hanging fruit of helping people through the minefield of present choosing. Moreover, it is the perfect time of year for store associates to practice their Clienteling skills.
At its core, the power of Clienteling comes from building relationships – listening to and getting to know people well enough to make them feel that you understand their needs. That includes remembering what Auntie Annie thought of the cardigan your customer bought her last year, what toys she gave her nephews and nieces, whether her best friend wore the perfume she chose for her and so on. Back in the day, a store associate would keep a record of those kinds of things in a notebook so they didn’t have to rely entirely on memory. Today store associates have a more advanced tool to record that kind of information, which is not only more searchable, it is also more intelligent, capable of making suggestions and turning those suggestions into purchases with a few taps on a tablet screen.
KIT Clienteling helps to remove the hassle out of choosing products
KIT is a cutting edge Clienteling app that brings a wealth of data and information to the fingertips of any store associate that far exceeds what most humans are capable of absorbing and retaining on their own. It organises the data in easy to access customer profiles and product catalogues, and enables store associates to create personalised product bundles, for example, ‘looks’ for customers of fashion retailers or ‘system configurations’ for customers of technology retailers.
As well as having access to a customer’s purchase history and wish list on KIT, store associates can record notes to keep track of customer preferences. So Sarah will be impressed when the store associate remembers how her nephew, Adam, was more excited by Frozen II than he was by Star Wars Episode IX. However, most advantageously, when it comes to the holidays, KIT enables store associates to communicate directly with customers via the channel of their choosing – text, email or other social media. This is how a store associate can nail it in the approach to the holidays, by offering suggestions that make the customer’s job of choosing presents for their friends and family a whole lot easier.
As a store associate, the trick is to use your knowledge and understanding of a customer to make the right suggestions. Are they someone who wants to express their modern sensibilities by buying the latest thing for their loved ones? Are they someone who needs or prefers to get a good deal or a bargain? Are they someone who would love the kudos of giving the most popular gift this Christmas, but has no clue what it is? Might they even want you to reserve it for them?
While the return on investment from each of your customers’ efforts to come up with good ideas for presents is limited, every gift idea you use KIT to come up with is one that you can replicate for all other customers like them. You can use your store’s data on what kids, mums and dads are buying themselves to make suggestions to other people buying gifts for them. You can browse your store’s catalogue for ideas that might work for people who are especially hard to buy for. You can make different suggestions to different groups, keep track of which of your suggestions are most popular and modify your suggestions accordingly.
KIT is super easy to pick up and can turn a new store associate into a high performing store associate within their first week, particularly in the run-up to Christmas when stores become busier and shoppers become more urgent and crazed. For more seasoned store associates who already have sharp Clienteling skills, KIT provides a toolkit that turbo powers those skills and lifts their sales performance to the next level.
You can see a full demonstration of KIT by calling the team on +44 203 691 2936, emailing firstname.lastname@example.org or if you prefer you can also complete the short form on our Contact page. The KIT team will also be happy to answer any questions you have or provide more information.