iQmetrix has come up with a list of five keys elements that will help your customers have a more positive experience while in your store:
- Easy activation: The mobile phone activation process can be complicated, so any efforts to simplify the experience, through patient explanation and advice, will go a long way in increasing customer satisfaction.
- Fast checkout: Expediting the checkout process is essential to delivering a good phone shopping experience. Retailers must make efforts to avoid long checkout lines – customers don’t want to wait.
- Vast phone selection: Confusion is the enemy. It is important to not only offer a variety of devices, but also to present them in an understandable way. Store design and merchandising should clearly identify brands, categories, rate plans, etc. Retailers should meet customers’ expectations of product choice and quality, while avoiding out of stocks.
- Affordable prices: Customers want to easily compare costs of different phones, plans and accessories to identify a price that works for them. Once again, pricing should be straightforward, not confusing.
- Good customer service: Sales associates must demonstrate strong product knowledge while also being polite, genuine and helpful. Good listening skills are essential. Responsiveness is extremely important, as customers do not want to wait around for a salesperson to help them.
