This document outlines strategies for retailers to build customer confidence post-COVID-19. It discusses implementing safety practices like limiting store capacity, enforcing social distancing, and sanitizing high-touch surfaces. It also recommends contactless payments, quarantining returned items, and clearly communicating safety measures to reassure customers concerned about health and cleanliness. Adopting these strategies can help improve retail sales by meeting rising customer expectations for safety during the pandemic.

1. Strategies To Win
Customer Confidence
Post COVID-19
PKC MANAGEMENT CONSULTING

2. KEY
DISCUSSION
POINTS
Customer Behavior Expectations
Customer Entry
Shopping
Billing & Delivery
Communication

3. CUSTOMER BEHAVIOR
EXPECTATIONS
61% customers
prefer to shop with
retailers adopting
safety practices
62% customers prefer
to switch brands that
show higher levels of
product safety
Source :: Capgemini research
77% customers will
be more cautious
about cleanliness,
health & safety

4. CUSTOMER SAFETY IS A TOP
PRIORITY DURING COVID-19 TO
IMPROVE THE RETAIL SALES

5. DEFINE LIMITS
Limit overall
customer count in
the showroom at a
time
Avoid group
customer entry in
the showroom
Limit the lift's
capacity to ensure
social distancing
Customer Entry

6. EASY ENTRY
Train CRM team to
provide right directions
based on product
requirements
Implement clear
signages for easy
product identification
Implement pathway
markings for one-way
entry & exit
Customer Entry

7. ADD-ONS
Appoint a dedicated
lift operator to avoid
customer button
touch
Create comfortable
waiting spaces with
seating facilities
Provide sanitizer &
mask with showroom
logo at the entrance
Customer Entry

8. MUST DO
Train sales staff on product
& customer safety
Rigorous & consistent
sanitation of all customer
touchpoints in the showroom
Sales staff shall wear a
mask & gloves
Provide signages to ensure
social distancing during
customer shopping
Shopping

9. Shopping
ENSURE
Ensure products are
displayed in sealed
covers to avoid direct
customer touch
Reduce the count of
trial products
Ensure products used
for the trial are
quarantined for 24 to
72 hrs

10. ADD-ONS
Dedicated counter
for the sale of
Health & hygiene
products
Home needs
Fast-moving
products etc.
Introduce virtual
mirror devices for
product trials
Shopping

11. CONTACTLESS
PAYMENTS
Introduce QR code based payments
via UPI, Paytm, phonepe etc.
Increase the billing counters
Introduce fast track billing concept
Introduce link based payments via
SMS
Encourage tap & pay card payments
Balance to be directly credited to
customer bank account Via UPI
Billing & Delivery

12. SANITIZED
DELIVERY
Implement stringent
measures to sanitize
products before
customer delivery like
applying sanitizer on
packing cover etc.
Customer bills need
to be shared with via
SMS or whats app
Billing & Delivery

13. PRODUCT
RETURNS
Assign dedicated
space for returned
products
Ensure that returned
products are
quarantined for
atleast 3 days
before taking back
to sales
Billing & Delivery

14. COMMUNICATION
STRATEGY
Ensure effective & consistent
communication with customers
about Safety Compliances
Sanitize customer touchpoints in
front of customers & appoint
"COVID Marshals" team to build
customer assurance
All the safety measures to be
displayed in the showroom via
signboards, television plays etc.

15. Examples For Better
Understanding

16. PKC Retail is the specialized retail consulting division under PKC
Management Consulting. With over 30 years of experience & serving
over 100s of clients in the retail space.
PKC's recently concluded sales improvement program (SIP) has shown
tremendous results at client places.
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