The Case for Fitting Room Service
Provide technology that offers a unique opportunity for customers to access and connect personally with associates who can help them pick products that cater to their lifestyle and tastes.Fitting Room Scenario
The most difficult place to connect with the customer, yet, surveys have proven that customers assisted by associates as they use the fitting room buy almost three times more than customers browsing the sales floor.
Quiet Shopper – This shopper shares as little information as possible with the sales associate, setting up an instant barrier.
Persistent Sales Associate – The associate is eager to help and will attempt to break down the communication barrier, connect with the shopper and gain a sale.
Once the fitting room door closes, there is no way to tell when the shopper needs assistance. Typically, the sales associate will ask if the customer needs service when they don't, but when they do need service the sales associate is no longer available.
The Dilemma - It's a Timing Issue
In this scenario, the customer needed help, and the sales associate was there to help but neither happened at the right time leaving both parties frustrated. Everyone looses, especially the bottom line.
Make the Connection
Customers feel cared for and associates satisfied that they were able to fill a customer need. Making these connections builds relationships between the customer and sales associate, which lead to multiple sales and loyal customers.
Customers see call button technology as a way to connect with the sales associates in the store when they need help. It's a technology they are used to. Press a button on their cell phones and they are instantly connected with their kids, the news, the weather, or their email! Press a button in the fitting room and instantly connect with a sales associate! It just makes sense.
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