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 Telephone Sales Hotline Program for Retail Store Client: The Client was a leading IT retail distributor of computer software products in Australia and New Zealand. Project Overview: In a retail store, the diversity and sheer quantity of products makes it very difficult for the salesperson to handle customers' questions about the products they stock. Moreover, since staff turnover rates at retail outlets are often high, this makes training salespeople in product knowledge difficult, especially considering the time and money involved. "The customer's choice in purchasing the "right" product for them will be based on the information they are provided about the product and their confidence that the product will do what they want it to do." The client, a leading IT retail distributor of computer software products, felt that there was a need to provide the consumer with information that will enable them to more confidently select the product they require. The Sales Hotline program was based around an English red phone box and was implemented on behalf of the client at Harvey Norman stores. A 10-week trial program was initiated at Harvey Norman stores throughout Melbourne, Australia. Challenge: · To provide the customer with access to instant product information at the retail outlet where they were · To provide the sales people with access to instant product information at their retail store Solution: SGS proposed implementing an information hotline at Harvey Norman stores for the participating products. This information hotline was in the form of the English red telephone box. Project Details: · SGS provided the connection between our call centre and the phone booths at the Harvey Norman stores · Every time a customer or salesperson picked up the phone in the phone booth, it would automatically dial into our call centre · Call centre support staff got each customer/salesperson to identify which store he/she was calling from · Provided the information according to what the customer/salesperson wanted to know · Had fax back facilities which we used to fax information to the customer/salesperson at the store itself · SGS was able to provide the customer/salesperson with accurate and up-to-date information so that the customer felt comfortable about their purchase · SGS was also able to provide back to the client, details of each store activity with regards to this service. |
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