Managing retail services involves providing additional services to customers to enhance their shopping experience. This includes advice from salespeople, facilities like cafes and toilets, and convenient payment options. Providing good customer service is important as 85% of customers spend more at retailers with good service and are likely to recommend them. Retail services can be product-related, convenience-related, information services, or customer sales services. The two main approaches to managing retail services are personalized and standardized. Strategies for effective management include recruiting and training staff, building infrastructure to support customers, and listening to feedback.

1. Managing Retail services

2.  Retail service or Customer service, refers to variety of ‘add-ons’ to a core
product or service purchase that can improve the customer’s experience
during a transaction.
 Retail services can refer to the interaction between retail sales personnel
and the customer- giving advice, information and help prior to purchase
and reassurance and advice afterwards.
 The term retail service can also be used to include the implementation of
retailer’s policy and the provision of facilities like café, family parking
space and toilets.
Retail services

3.  85 percent of consumers in a survey say they spend more at retailers that
provide good service, and 82 percent say they are likely to recommend
those retailers to their friends and families.
 Good service keeps customers returning to a retailer and generates
positive word-of-mouth communication, which attracts new customers.
 The challenge of providing consistent high-quality service offers an
opportunity for a retailers to differentiate their offer over others to
develop a sustainable competitive advantage.
Importance of retail services

4. Types Of retail services
 Product-Related Services.
 Convenience-Related Services.
 Payment Services.
 Product-Availability Services.
 Information Services.
 Customer Sales Services.

5. The two common approaches to managing retail services are-
 Personalized Approach
Personalized Approach encourages service provider to tailor the service to
meet each customer’s personal needs.
 Standardization Approach
Standardization Approach is based on establishing a set of rules and
procedures and being sure that they are implemented consistently.
Retail services managementApproaches

6. Strategies for managing retail services
Recruit and train the right people.
Happy Staff = Happy Customers.
Build infrastructure that supports great
customer service.
Lead from the top.
Welcome complaints.
Listen to what your customers and staff are
saying to you

7.  High levels of customer service can be costly, but good customer service is worth
an investment.
 It costs more to acquire customers than to generate repeat business.
 Attracting new customers will cost your company 5 times more than keeping an
existing customer.
 A 5% increase in customer retention can increase a company’s profitability by
75%.
 80% of your company’s future revenue will come from just 20% of your existing
customers
 Highly satisfied customers spent 9% more than those who are simply satisfied.
Cost of retail services