MONTREAL, Dec. 12, 2017 (GLOBE NEWSWIRE) -- A new study released today by Salesfloor explores the growing demand for sales associates to service and connect with shoppers, both online and in-store. The study, “The Evolving Customer: Connecting Today’s Shoppers with Store Associates,” finds that today’s shopper expects personalized, one-on-one shopping experiences both in-store and online, and say they are twice as likely to make a purchase after interacting with a store associate.

While Salesfloor’s research highlights the gap in service experiences between online and in-store shopping, 84 percent of shoppers indicated that email and text messaging was their preferred method of communication with store associates. Many retailers have not provided sales associates with the necessary tools and training needed to meet shoppers’ expectations outside of the store, leading to missed sales.

“Sales associates are the driving force behind the personalized service shoppers receive in store to encourage purchases,” said Oscar Sachs, CEO and Co-Founder of Salesfloor. “As the needs of the ominchannel shopper continues to evolve across channels, it’s important that retailers service them properly both online and in-store using their preferred method of communication. This starts with equipping sales associates with tools and technology to engage shoppers outside of the store floor.”

Impact on Retail Operations

Based on the research study, shoppers say the top two tasks associates excel at are recommending items and looking up inventory across locations. However, shoppers responded that associates aren’t meeting expectations when it comes to letting them know about new arrivals and sales, and they want more frequent communication in these areas.

“Associates should become more effective brand ambassadors and need to be equipped to market directly to or interact with shoppers via email, text message and social platforms at any time,” said Sachs. “While store associates are well versed at using technology to find inventory, they need to be properly trained on how to use technology to create personalized experiences for shoppers in their day-to-day job.”

Impact on Marketing and Engagement

As customer expectations change, traditional marketing methods such as email newsletters from retailers are no longer enough. According to the study, two out of three shoppers prefer to hear from their local store associate directly over the national retailer.

The top three items shoppers want associates to contact them about are:

  • New arrivals
  • In-store and online sales
  • Restocked merchandise

“Shoppers need to feel the human touch throughout their shopping journey, whether that’s online or in-store,” said Sachs. “Associates who are properly trained to use technology are more likely to build relationships with shoppers, which is then a win-win for both customers and retailers.”

Study findings will be further discussed by Salesfloor’s co-founder and CEO, Oscar Sachs, in a webinar on Wednesday, January 10, 2018, at 1 p.m. EST. To sign up for the webinar, please register here.

Salesfloor will also exhibit at NRF 2018 in New York City, January 14-16. Sachs will be available at Salesfloor's booth #222 to discuss findings from the study.

For more information about the study, please visit http://salesfloor.net/research-december-2017/. For more information on Salesfloor, visit http://salesfloor.net/.

Methodology

Salesfloor surveyed 1,000 U.S. consumers on their online and in-store retail shopping habits. Respondents ranged from age 18-65 and were split evenly among males and females. The study asked questions across a variety of topics, including the impact of sales associates on the shopping experience. Findings were evaluated based on demographic qualifiers and response percentages were further evaluated on a quantitative scale.

About Salesfloor

Founded in 2013 by Oscar Sachs and Ben Rodier, Salesfloor (www.salesfloor.net) was created to address the significant void in service that shoppers experience when using a retailer’s website to shop, compared to when shopping in store. With Salesfloor, customers can shop online directly with the store or local sales associate, and benefit from the same high-quality experience online as they receive in store. Salesfloor currently operates from Palo Alto, New York, Montreal and London with a team of retail executives and technologists.

PR contact
Mary Jameson
Uproar PR for Salesfloor
mjameson@uproarpr.com
(312) 878-4575 x241