The correct points of delivery of goods in online stores
I decided to write this post, as our office is located next to one of the fairly popular online stores in Moscow, and I see all the problems from the inside. And also because, for the past 4 years, I have bought all the equipment through online stores.
I will try to briefly describe the problems that the buyer is experiencing when he gets to the point of delivery of the goods.
Detailed map on the site.
The site should have a detailed map (it’s better if for a pedestrian and motorist separately), on which all key points will be indicated (for example, “ turn right at the Kopeyka store ” or “the checkpoint is in the courtyard of a red two-story building, it’s better to get around it with right side"), which ultimately leads to the point of delivery of goods. Often, companies indicate the route only to the checkpoint - and on the office premises the buyer has to terrorize passers-by and find out where the store is.
Client's is a separate room for customers.
Pickup from the online store, as a rule comes from the main office, as additional points of issue is not so getting to the office -. the client enters into turmoil the work of managers, couriers, operators and other staff.
All this does not necessarily show the customers stand. those separate room (albeit small), in which the client can sit quietly and wait their manager.
Phone the client or individual engaged customers who came.
The client must always have a phone on which you can call the secretary and find out when the manager will come. It often happens that clients sit for 20-30 minutes waiting for the manager, and the manager does not even know that the client has arrived. The same work can be done by an individual.
Tea / water at the client.
The client must have a water cooler. If you sell expensive goods - then there must be a beautiful girl in a mini who will offer you tea or coffee to choose from.
Restroom.
From the client must be an exit to the toilet. Moreover, the output should be “direct”, i.e. not going through the main hall with the staff.
The toilet should always be clean, it should have toilet paper.
Personally, I was always embarrassed when in the cramped room I asked the manager where the toilet is, he indefinitely showed me with his hand towards the open space from the manager, after passing through which you could find the toilet 3 times.
Upsale.
While waiting for an order or documents, the client has nothing to do. As a rule, he spends this time listening to music, reading a newspaper or picking his nose.
Use this time to sell accessories or additional services. Put advertising booklets on the tables and place a display case with accessories.
As practice shows, such sales are very effective.
It would seem simple rules - but in the vast majority of Moscow online stores they are ignored. And there wouldn’t be much where I would like to return for a new purchase.
A certain amount is spent on attracting a client. Invest in your point of delivery of goods - and you will invest in customer retention, which will most likely be no more expensive than attracting a new customer.
I will try to briefly describe the problems that the buyer is experiencing when he gets to the point of delivery of the goods.
Detailed map on the site.
The site should have a detailed map (it’s better if for a pedestrian and motorist separately), on which all key points will be indicated (for example, “ turn right at the Kopeyka store ” or “the checkpoint is in the courtyard of a red two-story building, it’s better to get around it with right side"), which ultimately leads to the point of delivery of goods. Often, companies indicate the route only to the checkpoint - and on the office premises the buyer has to terrorize passers-by and find out where the store is.
Client's is a separate room for customers.
Pickup from the online store, as a rule comes from the main office, as additional points of issue is not so getting to the office -. the client enters into turmoil the work of managers, couriers, operators and other staff.
All this does not necessarily show the customers stand. those separate room (albeit small), in which the client can sit quietly and wait their manager.
Phone the client or individual engaged customers who came.
The client must always have a phone on which you can call the secretary and find out when the manager will come. It often happens that clients sit for 20-30 minutes waiting for the manager, and the manager does not even know that the client has arrived. The same work can be done by an individual.
Tea / water at the client.
The client must have a water cooler. If you sell expensive goods - then there must be a beautiful girl in a mini who will offer you tea or coffee to choose from.
Restroom.
From the client must be an exit to the toilet. Moreover, the output should be “direct”, i.e. not going through the main hall with the staff.
The toilet should always be clean, it should have toilet paper.
Personally, I was always embarrassed when in the cramped room I asked the manager where the toilet is, he indefinitely showed me with his hand towards the open space from the manager, after passing through which you could find the toilet 3 times.
Upsale.
While waiting for an order or documents, the client has nothing to do. As a rule, he spends this time listening to music, reading a newspaper or picking his nose.
Use this time to sell accessories or additional services. Put advertising booklets on the tables and place a display case with accessories.
As practice shows, such sales are very effective.
It would seem simple rules - but in the vast majority of Moscow online stores they are ignored. And there wouldn’t be much where I would like to return for a new purchase.
A certain amount is spent on attracting a client. Invest in your point of delivery of goods - and you will invest in customer retention, which will most likely be no more expensive than attracting a new customer.