Implementing mobile point of sales (mPOS) equipment in your store means training sales associates on the use of new technology, but you shouldn’t stop there. This method of completing a sale is changing the in-store customer experience. Instead of being put into a line at a central checkout, customers can engage with your staff from start to finish, creating a highly personalized transaction.
Before you roll out mPOS equipment, make sure your associates know how to deliver these three important steps to provide the best customer experience:
How to Engage
mPOS devices transform sales associates from transaction facilitators to product experts by putting information at their fingertips. Eighty-eight percent of customers research their purchases online before heading to a store, according to Pymnts.com. It could be frustrating if they come to your store and your sales associate can’t easily answer product questions—or if they know more than your associate. Having knowledgeable sales associates was noted as being the most important attribute for customers when shopping in store, according to a study from 451 Research.
mPOS devices put product features and pricing at your associates’ fingertips. The devices also make your team privy to inventory status and options, such as sizes or colors. If an item is out of stock, the mPOS device can connect to your store website and easily facilitate shipping to the customer’s home. By providing your sales associates with real-time product information, you help them offer more value to your customers.
How to Upsell and Cross Sell
In addition to facilitating a quick transaction, mPOS equipment provides your associates with an opportunity to upsell and cross sell. Train your associates on how to use the mPOS to show customers related or complementary products and services during check out. This elevates interactions from purely transactional to a more rich shopping experience.
The mPOS can also give your sales associates access to customer data and insights, including order history or wish lists from your online site. This information can prompt an associate to ask questions or provide better suggestions and service. Your customer will feel more valued when the service you provide is personalized instead of a generic sales pitch. In fact, 78.6% of consumers say they are only likely to engage with an offer if it has been personalized to reflect previous interactions with the brand, according to Marketo. With mPOS systems, your brand can foster a tailored omnichannel retail experience.
How to Provide Fast Service
Eighty-six percent of customers will leave a store without making a purchase if a line is too long, according to 451 Research. In addition, customers on their way to the register may change their mind or decide to shop around. mPOS devices facilitate more sales by removing the time between decision and purchase.
If you use mPOS in addition to a traditional checkout line, train employees to recognize customers who might be frustrated and thinking of leaving. With a mobile device, associates can ring up the sale right at the point of decision. For instance, perhaps associates are encouraged to grab the mPOS when there are more than three people in line. You can provide faster service and reduce the chance for lost sales.
Today’s savvy retailers know that mPOS is more than the latest payment technology; it’s about providing fast, personalized and convenient in-store service to customers. Not only will you offer an omnichannel experience; you’ll give customers what they want, when and where they want it.
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