The document discusses a survey of retail customers and the importance of knowledgeable retail associates. Some key findings include: - 80% of retailers see a 25-50% increase in sales when customers are assisted by knowledgeable associates. - 50% of customers don't know exactly what to purchase and 93% can't always find the right person to help them. - 90% of customers leave without purchasing when they cannot find the right associate. - The survey found that customers want personal attention, fast service, and on-demand assistance from knowledgeable associates who understand their needs.

1. How Retailers Are Missing The Mark
Major Customer Needs:
Retailers’ Secret Weapons for Satisfaction - and Higher Sales
So... how do shoppers define a
“knowledgeable retail associate?”
Of 60 major retailers surveyed, 80 percent noted that sales increase
by 25-50 percent when shoppers are assisted by knowledgeable
retail associates.
Personal
attention Fast service
50% of consumers don’t
know what exactly
to purchase
93% can’t always find
the right person to help
90% leave without
purchasing when they
don’t find the right person.
WHY SHOPPERS ARE LEAVING STORES EMPTY HANDED
( and how to fix the problem )
We surveyed 1,000 shoppers, and consumers had a lot to share about their retail
experiences – the good, the bad and the ugly. Here’s what they revealed and what
it means for retailers today.
The world’s most respected brands in retail, banking and industries worldwide use
TimeTrade to deliver on their brand promise of a truly personalized customer
experience. More than 100 million connections have been made between
consumers and businesses using TimeTrade’s scalable Responsive Customer
Engagement Platform, translating into more than $2 billion in commerce annually.
www.timetrade.com
Connecting with
indecisive shoppers
Providing on-demand
customer service
85% buy more than they intend to
when they go to a store without
knowing exactly what they want.
75% would book a personal
appointment in advance if given
the option.
93% are likely to buy when helped by a
knowledgeable associate.
60% of retailers say they are missing
a personalized customer experience.
85% buy more when helped by a
knowledgeable associate
75% of retailers report losing
customers due to wait-related issues.
“I’ve had so many poor
experiences that I couldn’t
choose one specifically. I can
never find a sales associate,
and many times I get
exasperated and just leave
the store.”
– One surveyed customer
“At Nordstrom, you can always
book appointments with any
associate, and they call when
they find something you
would love.”
– One surveyed customer
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Download the full white paper for more stats, tips and tricks:
bit.ly/RetailRealityCheck
Want to learn more?
Smart
Sales associates need more
information about shoppers
before they even ask for help.
When associates know a
customer’s needs, background
and purchasing history, they can
provide faster service and more
tailored guidance.
The #1 wish for two-thirds of
consumers is on-target
recommendations. Part-time,
inexperienced employees
must morph into experts that
understand product features
and specs, shoppers’ lifestyles
and challenges.
Fast
If employees easily figure out
what shoppers want and give
them faster answers,
consumers are actually more
inclined to spend more time –
and money – in the store.
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