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Megan Crabtree

You Don’t Have to Be Next to the Customer to Close a Sale

Text messaging allows you to target clients with the right content to make sales.

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AS RETAILERS, WE all have a slower season throughout the year where our traffic decreases. With the outbreak of COVID-19, you could have already started to see a decrease in traffic or could in the near future.

I personally have had multiple retail clients affected with this decrease in traffic who have reached out asking what they should do. I believe we should react as we do during our slower seasons. Yes, a traffic decrease can result in a decrease in sales, but I also don’t believe sales are only generated by actual foot traffic in the showroom. So how do we generate sales without foot traffic? According to Mgage, 49 million people will choose to receive business-related SMS (text) messages in 2020, and believe it or not, SMS messages have a 209 percent higher response rate compared to calls, email, or alerts through social channels.

I am a big believer in taking the SMS approach to providing a personalized concierge service. What does a personalized concierge service entail? Through these messages, you can send photos, videos, and personalized content to make it not only convenient to the client, but easy to say yes.

With that in mind, how do you choose which clients to send this content to or what pieces to show? Generate a focused list of customers based on sales history. How many clients do you have who have purchased from you before and could be candidates for an additional purchase? This could be a client who purchased a sapphire necklace in the past, so you can send them videos and photos of sapphire matching pieces. Or how about how many clients who purchased engagement rings but have yet to purchase a wedding band? You could send this client a picture and video of their exact matching band.

When sending videos, speak in the background as if the client was next to you in store. This will create a personalized experience for the customer, and I promise they will be impressed!

In conclusion, you don’t always have to have the customer in front of you to close a sale. Get creative, think outside of the box, and find ways to create sales!

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Megan Crabtree is the founder and CEO of Crabtree Consulting. Before founding Crabtree Consulting, Megan had a successful professional career in the jewelry industry, which culminated with high-level positions at several of the top firms in the retail and manufacturing sectors. Reach her at [email protected] or visit us at www.crabtreeadvisory where you can set up a live chat or a 30-minute free consultation.

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Wilkerson Testimonials

If It’s Time to Consolidate, It’s Time to Call Wilkerson

When Tom Moses decided to close one of the two Moses Jewelers stores in western Pennsylvania, it was time to call in the experts. After reviewing two candidates, Moses, a co-owner of the 72 year-old business, decided to go with Wilkerson. The sale went better than expected. Concerned about running it during the pandemic, Moses says it might have helped the sale. “People wanted to get out, so there was pent-up demand,” he says. “Folks were not traveling so there was disposable income, and we don’t recall a single client commenting to us, feeling uncomfortable. It was busy in here!” And perhaps most importantly, Wilkerson was easy to deal with, he says, and Susan, their personal Wilkerson consultant, was knowledgeable, organized and “really good.” Now, the company can focus on their remaining location — without the hassle of carrying over merchandise that either wouldn’t fit or hadn’t sold. “The decision to hire Wilkerson was a good one,” says Moses.

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