Clienteling provides digital sales and service aids to store associates,
empowering them to provide next-level service to customers before, during,
and after the purchase. Clienteling enables associates to move beyond
reactive problem solving to proactive service that anticipates needs and
helps customers find high-value solutions.
The most impactful clienteling tools are those that are part of a nextgeneration point of sale solution that enables store associates to
seamlessly navigate from checkout to supporting a customer inquiry. With
a next-generation point of sale solution like Manhattan Point of Sale,
associates are provided with a complete view of customer engagement,
including transaction and interaction history across channels. As a result,
store associates can use this information to personalize any customer
interaction in the store and provide a higher level of service.
So if you are a retailer looking to equip your store associates with digital
clienteling tools – a massive trend in global retail right now – what benefit
will clienteling serve the store, customers, and the wider business?
STORE ASSOCIATES AS PROACTIVE SOLUTION
PROVIDERS
Store associates armed with the right digital clienteling tools, typically via a
mobile device, can be a retailer’s best offense in today’s ultra-competitive
omnichannel world. A clienteling solution can provide store associates
digital access to detailed product information at their fingertips to offer
customers expertise across the product catalog. According to a
PricewaterhouseCoopers survey, 59 percent of shoppers say the most
important attribute related to in-store shopping is the deep product
knowledge of store associates.
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Situations do arise where the customer can’t make a purchase decision
when engaging with the store associate. This scenario is an opportunity for
the store associate to build a relationship with the customer rather than
lose the sale. Clienteling provides store associates with tools such as look
books to share product information with customers to help them make
decisions, whether in store or online. For example, in a fashion retail
setting, an associate using our clienteling tool with look book capabilities
can curate styles for the customer, including accessories, and share the
look book with the customer via the customer’s email or social media
account. Equally, a shopper who can’t find her size in the shirt she loves
will greatly appreciate being able to order it via a store associate’s tablet for
next-day home delivery. In both cases, the store associate is able