Despite technology in retail stores, sales associates still valuable
As consumers increasingly bring their smartphones and tablets into retail brick-and-mortar locations, some merchants may begin to think that having associates spread throughout the sales floor is no longer an effective way to provide customer service. However, that is certainly not the case, and these employees are more important than ever before.
In an article for Forbes, Wendy Liebmann writes that even though many shoppers want quick and easy transactions, which can be helped with mobile devices in stores, there is still a significant amount of patrons that want personalized and engaged service. To capitalize on this behavior, some retailers have taken a unique approach by equipping sales associates with the knowledge and even technology needed to effectively answer consumer inquiries and help them with their needs. Often, shoppers seek out employees to get advice on the best products and services, so doing away with these associates may not be the best plan of action, Liebmann explains.
To accommodate consumers who prefer to use technology, mobile POS systems can significantly boost satisfaction by allowing shoppers to use their devices to complete their transactions. In addition, Retail Digital writes that "virtual agents" or kiosks posted throughout stores give customers the ability to look up information and quickly find the merchandise they are looking for.
