Excellence service is the key to success in physical retail

The quality of customer service is often the deciding factor for the success of a retail business. Developing teams to welcome consumers and understand their needs is therefore a priority in tactical planning of a physical store. 

To stand out, companies need to invest significantly in training their sales teams, as William Santos, commercial director of the Varejonline.“Training salespeople is not a cost, but rather a strategic investment. A good shopping experience is able to convert sales and still retain customers”, he explains.

Santos believes that the training should include all the stages that constitute the purchase journey, encompassing technical knowledge and emotional skills. Thus, the understanding of the management system of the store served is essential; thus, the professional can offer vouchers, personalized promotions and in case of franchises, seek the product in other stores of the network, if necessary.

“A salesperson who understands customer needs, actively listens and offers effective solutions creates a deeper connection with the consumer. This leads to more successful sales and building lasting relationships, of course.If, in addition, he knows how to explore the possibilities within the ERP, he can take shopping to another level”, he says.

William also emphasizes that continuous training should be included in the budget and plans of the store, since market trends and consumer preferences are constantly evolving. “Companies that do not keep up with changes and do not invest in training their teams are bound to fall behind. Frequent training allows sellers to quickly adapt to new demands and” technologies, warns the commercial director.

Finally, the expert points out that well-trained sales teams not only positively impact sales, but also contribute to brand reputation.“A best advertising for a store are satisfied customers, the recommendation happens naturally”, he concludes.