According to a survey conducted by Harris Interactive and sponsored by Kronos Inc. consumers are more likely to make purchases and inclined to buy more merchandise per transaction when retailers provide attentive, knowledgeable service.
Savvy retailers who focus on providing higher levels of customer service are able to influence shoppers to increasing their holiday spending, Recognizing that their workforce is critical to sales,leading retailers are utilizing their workforce as a strategic asset to satisfy customers and boost sales this holiday season.
The survey found that 85 percent of respondents were â€œsomewhat to very likelyâ€ to purchase additional products if they interacted with a competent sales associate while shopping.
The survey also found that potential buyers will return merchandise to the shelf if they were unable to find the assistance they need, effectively reversing their decision to buy. An overwhelming 82 percent of consumers will wait on line no longer than15 minutes.
Additionally, 45 percent of those polled said that they shop for themselves during the holiday season, giving retailers another incentive to ensure that they are catering to the service needs of their customers.
“Because this survey gives retailers a glimpse into the consumer psyche during the holiday shopping season, they can work to ensure they are focused on the factors that most contribute to increased spending and customer loyalty,” Stuart Itkin, vice president of marketing at Kronos, said in a company press release.
Stuart, you’re a frickin genius. All that money spent on the MBA degree. Common sense costs a lot less.