Customer-oriented behavior at the checkout as a gamechanger

The success of a company depends on the way it anticipates and meets the wishes and needs of its own customers. For almost all companies, they are essential for survival. This is virtually the little rule of thumb that every Abc student learns in elementary business school. Particularly in the current market environment, which is characterized by fierce competition and price wars, the focus should not only be on winning customers, but also on retaining them. Customer oriented behavior is a key to success for both.

04/15/2022, Cleverbon

Kundenorientiertes Verhalten an der Kasse als Gamechanger

Where a few years ago price and quality alone were the deciding factors, today companies across all industries find themselves confronted with new customer needs. The Dealing with customers and customers has long since become a decisive factor. Gaining an insight into the expectations of the buyer group, for example by means of POS data, is therefore of crucial importance for every company. But it is even more important to implement these wishes and offer an optimal shopping experience. Customers know what they want, and it's up to companies to respond. 


What is customer-oriented behavior at the checkout?

Customer orientation means, observing customers' wishes and needs, anticipating them and then acting accordingly. This applies in many areas, such as customer service, product development, and also on the Social media. But especially in trade, at the cash register, customer-oriented behavior is absolutely crucial. This is expressed, for example, in the behavior of the sales staff. Are they friendly, courteous and helpful? Do they point out promotions and benefits to customers, or more fundamentally, do they make a significant contribution to making the shopping experience a positive one? 


Why is customer-oriented behavior at the checkout particularly important?

The ability to connect with the client or customer on a human level that is Interaction at the point of sale, is possibly the greatest strength of brick-and-mortar retail. Consequently, the interaction between clientele and store employees has a major impact on the shopping experience and the sense of satisfaction (or lack thereof) with which the customer leaves the store. Because there are now viable alternatives to visiting a retail store, many consumers today are tempted to shop in person only when it is worthwhile. The experiences that drive someone to visit a store go beyond a simple transaction. They provide a positive experience, and the Communication at the cash desk plays a key role here. After all, if the success of brick-and-mortar retailing depends to a large extent on personal interaction, more needs to be done. For example, retailers must improve the loyalty and satisfaction of their employees.


What are the measures for customer-oriented behavior at the checkout?

How companies can create a customer-oriented behavior exactly how they implement this is left up to them to a certain extent and also depends on the target group. However, the biggest lever is always to train your own employees. A customer-oriented working makes all the difference in retail. A dedicated, satisfied team is more likely to provide excellent service, creating a brand affinity that keeps customers coming back. Roughly speaking, the more enthusiastic the employees, the more loyal the customers and the higher the profits. The team should place a high priority on customer orientation. And the speed at the checkout also contributes to customers enjoying their shopping experience. After all, no one likes to stand in line for long. Modern cash register systems can help with this. 


Why not make use of the possibilities offered by digitization?

The Purchasing behavior changes. Interactive media at the point of sale are becoming more and more standard. Self-checkout is no longer just a vision of the future, but a frequently used service. Payment by smartphone has also long since arrived in the middle of society. Customer orientation in retail means therefore also to give its own group of buyers the option of using different payment methods. A digital point of sale offers even more possibilities, such as avoiding the use of paper or receipts. Most people see these as a necessary evil. In fact, most of them end up in the trash at the checkout. Customer-oriented behavior at the cash register The consistent implementation of this approach therefore also leads to offering customers the option of a paperless checkout receipt, for example on the Retail display, to get. Because even if the German federal government Prescribes issuance of cash register receiptsit leaves retailers room for maneuver when it comes to implementation. And they should take advantage of this. On the one hand in terms of customer orientation, and on the other in terms of the Sustainability - which is also increasingly demanded by the population.

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