Knowledgable and Accessible Employees Boost Customer Loyalty

Half of consumers go shopping before they’ve decided what to buy, and this indecisiveness can benefit retailers. Eight-five percent of 1,000 consumers buy more than they intend to when they go to a store without knowing exactly what they want, according to a study by Timetrade, an appointment scheduling software company.

While this shopping uncertainty is a great opportunity for sales associates to direct customers to what they’re looking for or to show them new products, many retailers are missing the mark.

Independent home improvement retailers pride themselves on having some of the most knowledgeable sales associates around, but this strength goes unnoticed if a sales associate is out of sight. Ninety-three percent of respondents said they can’t always find the right person to help and 90 percent said they leave when they can’t find the right person.

This not only leads to lost transactions, but also a negative perception of the store.

To highlight how easily-accessible sales associates impact a customer’s purchasing decisions, consider the fact that 93 percent of respondents are likely to buy and 85 percent are likely to buy more when helped by a knowledgeable associate.

Knowledgeable employees are one main differentiator against competitors, but also having them on the sales floor, quickly responding to customers’ questions and making product recommendation will generate loyal customers.

To download the full study, click here.