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Trade News Archive 2009 January
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29th January 2009
Customer service 'key to strong sales'
Small retailers and wholesalers might be able to increase footfall by slashing their prices, but they will need to offer more value for money if they are to convert interest into sales.
That conclusion can be drawn from the latest retail survey by Which? magazine, which indicated that customer service is the key to the retail kingdom.
Questioning 14,000 of its readers across the nation, the consumer champion found that independent stores were among some of the most popular because of their helpful, knowledgeable staff and quality products.
Martyn Hocking, editor of Which?, explained that heavy discounts would help "get customers through the door" during this time of economic hardship, but suggested that more needs to be done by retailers to get them to return.
He said: "Shoppers value those stores that making shopping a pleasurable experience - those that offer quality products, have helpful staff and go the extra mile to give their customers a personal service."
Meanwhile, the British Retail Consortium shed light this month onto the main aspects of online shopping that appeal to consumers.
Research by the trade body revealed that confidence, price awareness and convenience were the main reasons people choose to buy products over the internet.
(c) 2009
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