Everyone has seen candy bars and magazines at the checkouts in the grocery store, but retailers in many other niches often miss out on the power of retail point of sale optimization and all of the upsells that can go with it. Many stores also underestimate how important the overall checkout experience is to customer satisfaction. In some cases, both things tie together well. This gives stores a great chance to increase sales while customers end up feeling like the company has done all that it can to make everything as easy and convenient as possible.
One example of a strategy that combines upsells with satisfaction involves placing truly relevant extras near the point of sale. A store that has selling ovens as its main focus, for instance, should try putting racks at the cash registers with oven cleaner, mitts, and other peripherals that buyers are almost certain to need. This will leave customers feeling like the store has thought of everything, and they’ll also appreciate not having to go to two or three other stores to round out the package.
The attitude of checkout employees is another aspect of the point of sale experience that some types of stores tend to overlook. This is an especially big problem for retailers that use salespeople to convince customers to buy. Even the best salesperson in the world can’t make up for the sour taste that’s left in a customer’s mouth if they have to go through a rude or apathetic cashier to complete the deal. While that first item may get sold anyway, people who encounter such attitudes are unlikely to want to return.
Sometimes, it’s hard to spot exactly what needs to be done to optimize upsells and customer service at the point of sale. That’s when it’s a good idea to contact us. We can set up feedback systems that work at the point of sale to present surveys, take satisfaction readings, and ask for suggestions from your customers. This will allow you to put your finger on the pulse of customer opinion where it counts: At the point where they complete their purchases. By collecting this information in real time, while customers are still actively thinking of what they’re experiencing, you’ll get a great look at what your store is doing right and where it can improve. You may even get some ideas for more products to sell.