7 Tips for Improving Customer Experience in Your General Merchandise Store
General merchandise stores are a popular type of business in the Philippines, with almost every barangay having one (or even more) always ready to cater to the neighborhood’s needs. What makes these stores a hit is that they provide customers with a one-stop shopping experience, allowing them to purchase a wide variety of products—from basic groceries and household items to furniture and clothing—without having to visit other shops. Moreover, general merchandise stores often offer more affordable pricing as they buy their stock in bulk, hence passing on those savings to their buyers.
However, running a general merchandise store also comes with unique challenges. For instance, it can be difficult if you’re in an area with plenty of other kinds of stores when you consider that a general merchandise store doesn’t have any specialty to leverage.
If you own a general merchandise store, one way you can make your business a cut above competition is by offering excellent customer experience. Here are some ways to help you do that.
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1. Organized and Clearly Labeled Aisles
General merchandise stores tend to carry a wide selection of items, making them highly convenient for shoppers. However, if your store layout is complicated to navigate and your items are all over the place, customers will most likely find it a hassle either way.
Make the shopping experience much more pleasant by ensuring that your products are well-organized and grouped logically. Put up clear aisle signages so shoppers can immediately know what items are located in which aisle or shelf. Through this, customers are less likely to feel frustrated over having to look all over your store for a single item. Having an organized product display also adds to the aesthetic appeal of your store.
2. Card Terminal Availability
Nowadays, people are more likely to use payment methods such as their e-wallet or debit card for daily purchases. Thus, you can also improve your customers’ shopping experience by having a reliable card terminal in your store so you can accept multiple payment methods.
Maya Business offers Maya Terminal as an in-store solution for businesses looking to upgrade the way they receive payments. This point-of-sale terminal can accept all forms of digital payments such as e-wallets, QR codes, and credit and debit cards, thus allowing shoppers to pay for their purchase the way they want to. Maya Terminal also offers both digital and printed receipts, ensuring that both you and your customer will have an accurate record of each transaction. By having a card terminal in your general merchandise store, you’re able to streamline checkout, reduce wait times, and improve customer experience in general.
3. Engaging Visual Displays
In addition to keeping your products organized, take the time to create engaging visual displays for your shoppers as well. This could mean having a section specifically for showcasing new products or sale items. Having such a display can also introduce customers to items they might not have considered buying before, thus potentially increasing your sales.
Consider creating seasonal displays, too. For example, during the holidays, you may want to have a section highlighting popular holiday-related products such as Noche Buena food items or affordable gifts to help customers with their seasonal shopping.
4. Friendly and Knowledgeable Staff
Having a helpful and welcoming staff can easily set you apart from competitors. Train your employees to be knowledgeable about products, where items are located in the store, and other common concerns that shoppers may have. A friendly staff who are always willing to help out customers can foster a positive shopping experience, encouraging customers to come back to your store.
5. Loyalty Programs and Personalized Offers
Another way to set your general merchandise store apart is to offer loyalty programs and other personalized offers that customers wouldn’t find in other stores. Consider setting up a system that will have customers earning points each time they shop at your store. These points can then be redeemed for discounts, freebies, or other deals later on. Not only does this give shoppers more value if they choose your store, a loyalty or rewards program can also create a sense of appreciation and community among your customer base.
6. Customer Feedback Mechanism
The best way to improve your service is to listen to what your customers have to say. Therefore, make it easy for shoppers to leave their feedback for your store through suggestion boxes, QR codes linking to surveys, or digital comment forms. This also conveys to your customers that you value their input, which can encourage their loyalty and trust.
7. Seamless Online and In-Store Integration
If your general merchandise store has an online storefront, make sure that the integration between your online and physical store is seamless. Always check that product availability is reflected accurately on your online store to avoid confusion. Consider having an in-store pickup order system as well so customers can reserve items online then just drop by at a more convenient time to pick them up.
Conclusion
Don’t let your general merchandise store simply be a dime in a dozen. Rather, help it stand out by providing excellent customer service. By following the tips above and going an extra mile, you can surely give your customers a great shopping experience each time they visit your store.
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