Stationary trade vs. Online shopping: 3 customer loyalty tips

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The online trade allegedly digs for water from stationary businesses. But this can with targeted measures with customers arouse the desire to buy more often in specialty stores locally. 3 tips help dealers and sellers in customer loyalty.

Stationary trade vs. Online Shopping: 3 Tips for Customer Retention Online shopping: 3 customer loyalty tips

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Sandra Schubert Sandra Schubert Portrait_klein_quadratischSandra Schubert is a sales expert - for Mercedes, O2 or VW.


Customer enthusiasm in the shop: create special experiences

So a local shop, the classic brick-and-mortar store, is a great opportunity for customers and business owners to rediscover the love of buying and selling together. Because true desire to buy arises locally. This has long since discovered Internet giants such as Amazon with their local shops.

Because a store has many advantages: It is the place where the objects of desire can be seen in real life, tried on and tried on and a personal consultation is offered and not always the cheapest price must be the decisive purchase criterion. However, dealers who want to win even more customers in this way, have to do a lot, so that customers always come back to the store.

3 tips to turn customers into fans

In addition to "Minuskunden" who will never buy in the shop, but only want to look around there, the loyal "Plus customers" form the basis for success in retail sales. However, the large numbers are the "plus-minus customers" who decide on-site where to buy. And that's exactly what you need to achieve. 3 Tips:

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1. Inspire with pleasure in doing

Giving orientation is one of the most important tasks of the specialized trade today. Dedicated sellers provide clarity in the oversupply of products by making a personal recommendation. This is what makes the local shopping experience different from impersonal online commerce. Curiosity about the person who hides behind the customer, and to explore his wishes or even to intuitively sense, is a prerequisite for the seller - so to speak the duty.

The freestyle is to provide aha moments. For example, with storytelling: good stories about the product, the store or even the life story of the owner arouse emotions. Vivid, lively demonstrations, a nice compliment, a small gift or a spontaneous fun - all this ensures a good mood and lasting positive memories of the customer and the seller, which thus prevents the sales routine. Not to forget that in digital times only the good-humored customer will leave a good rating on the Internet.

2. Happy customers need happy sales people

One's own motivation, ie a positive attitude to life and work, is reflected in the sales success. Business owners and sellers need to be aware and confident that they are doing a valuable job by helping customers make a clear and good decision. From the satisfaction after a purchase can grow a long-term trusting relationship.

In addition to the happiness experiences by enthusiastic customers, sellers should also ensure themselves to fill their lucky account again and again. Even an exchange of ideas without time pressure with customers and colleagues often opens up completely new perspectives. A conscious development brings new impulses and changes the thinking. A nice ritual on how to complete the day together as a sales team or start the following day is a common positive check: "What have we experienced today?" Or "What has been particularly successful in sales today?" These questions can become a salesperson Ask and answer daily in the personal success diary.

3. Customers are only human

Before buying, the Internet is consulted regularly. Customers are often better informed than some sales people. But do not worry, because customers who enter into a business with this digital purchase preparation expect additional orientation and a final decision-making aid. The motto is: Research Online, Buy Offline! If employees do not want to "patronize" the buyer because they fear to force him to make a - perhaps wrong - decision, that's the wrong strategy. A buy recommendation based on a good needs analysis and on the basis of expertise and empathy can hardly be wrong.

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Wrong is rather to steal as a seller with his personal assessment, because that gives no security. However, by encouraging the purchase decision, it is safe to get (new) customers. Widespread and feared is also the consulting claw. But store owners do not have to take it easy. If you notice that the customer is hesitating, speak to the friendly: "You are just photographing our bestseller. What questions can I answer for you? "Even a courageous demand such as:" What does it depend on when and where you buy? "Often brings further insights. And many an undecided customer has made his purchase decision on the spot.

Conclusion: to offer customers a special experience

The customer of today is spoiled. And the more wealthy he is, the more he searches for the extraordinary. In committed stationary retail, he can find appreciation, shopping variety and shopping experience alike.

Here, business owners and sellers focus their attention and energy on selling from person to person with pleasure. That's exactly what makes stores incomparable and indispensable. Long live happy sales in the shop!

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