27/03/2019, 0 Comments

Point Of Sale Standards In Retail

Is it as important in todays digital age to set a high standard for Point Of Sale in a retail environment as it used to be?

Do standards in retail matter as much today and what effect do they have on the customer journey and more importantly customer loyalty?

I have long had a bee in my bonnet about wonky posters, hand written point of sale with spelling and grammar issues. Teams that I have managed in the past have known the standard that I had set and generally adhered to it before I needed to get involved. On occasion, however, I have been challenged with phrases like “it does the job” “It doesn’t matter” or “There are more important things to worry about”. I still disagree. 
I come across many poor examples on a daily basis and it certainly feels like there are more and more examples every day. It got me thinking that the “It doesn’t matter” crew are beginning to take over. I think that the standard of point of sale matters more than ever and says a lot more about how a business is run and the opportunities that it is taking to develop sales and grow customer loyalty – more important than ever in the current climate and the huge decline in footfall year on year. 

I always felt that setting a standard and holding it as a non-negotiable is imperative to the success of any retail team and business. Point of sale must be straight – a basic you would think? Hand written point of sale should always be avoided. There will inevitably be a need to use point of sale that needs to be created immediately, this doesn’t mean that the standard should be lowered just to get it done. Clear and effective POS can enhance the customer journey, and add clear advice and support when there is no staff member immediately available to answer those common questions.
When I visit retailers I can often tell the level that a manager or owner holds their team to account by the first few pieces of POS I encounter. I can reference many quotes about first impressions and the importance that they have in the retail landscape today. The need to have a welcoming fascia, and open door policy with a greeting in the first 30 seconds but none of these are normally extended to the POS used and the impact that it has on the first impression of the customer long before they may get through the front door.

The standard of this POS is essential and is as important as the message on it. Too much is as ineffective as too little. Mixed styles as confusing as overlapping notices. In conclusion I feel that it is more important than ever to set this standard aside the most important targets and tasks that are set. It says a lot about a business and in my opinion is more important than ever to get right.

Do you agree?

 

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