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2014 Sales Associate Interaction Study

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Tulip Retail completed this study to help brands and retailers gain a better understanding of how shoppers leverage informational resources, including in-store sales associates and emerging mobile technology, during their shopping trips.

For more information, visit http://tulip.io

Published in: Retail
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2014 Sales Associate Interaction Study

  1. 1. 2014 Sales Associate Interaction Study Tulip November 2014 Retail
  2. 2. Shoppers are 3x more likely to “webroom” than “showroom” 2 77% 77%: Research a product online and buy it in-store (webroom) 23%: Research a product in-store and buy it online (showroom) 2014 Sales Associate Interaction Study. Q: “When shopping at a retail store, are you more likely to:”. n = 514
  3. 3. When service by sales associate was “very helpful”, shoppers were nearly 5x more likely to buy in-store 3 Sales Associate Help I bought something in-store I bought something online I bought something in-store and online I did not make a purchase Total who bought something in-store Very helpful 90% 1% 2% 7% 92% Somewhat helpful 68% 7% 4% 22% 72% Not helpful 16% 14% 3% 68% 19% 2014 Sales Associate Interaction Study. Rows may not add up due to rounding. n = 514
  4. 4. When service by sales associate was “very helpful”, 97% of shoppers purchased as much - or more - than intended in-store 4 Sales Associate Help I purchased more than I had planned I purchased less than I had planned 2014 Sales Associate Interaction Study. Rows may not add up due to rounding. n = 514 I purchased about the same as I had planned Purchased as much or more than planned Very helpful 21% 3% 76% 97% Somewhat helpful 8% 18% 73% 81% Not helpful 8% 65% 27% 35%
  5. 5. 80% of Shoppers expect sales associates to use mobile technology on the sales floor in the next two years 5 56% 80% Expect sales associates to use mobile technology today Expect sales associates to use mobile technology in two years 2014 Sales Associate Interaction Study. n = 514
  6. 6. Nearly 40% of consumers shop in retail stores for access to help and advice 6 Immediacy Physical feedback *Access to help and advice Convenience Price point threshold Comparison Social Feedback Cost No online store 0% 20% 40% 60% 80% 2014 Sales Associate Interaction Study. n = 514
  7. 7. Shoppers from across the U.S. were studied, representing a diverse cross-section of the population 7 Age Gender 18-24 25-34 35-44 45-54 55-65 Male Female 2014 Sales Associate Interaction Study. n = 514
  8. 8. Study Methodology 8 The 2014 Sales Association Interaction Study polled 514 U.S. consumers, ages 18-65, using an online survey in November 2014. The study analyzed shopper behavior and preferences when visiting retail stores or websites with a focus on interaction with sales associates. Respondents’ insights were further broken down based on demographic qualifiers, including age and income. Tulip Retail performed this study to help brands and retailers gain a better understanding of how shoppers leverage informational resources, including in-store sales associates and mobile technology, during their shopping trips. For more information, please contact: April Dunford, COO, Tulip Retail: april@tulip.io Tory Patrick, UproarPR: tpatrick@uproarpr.com, m: 312.533.9823
  9. 9. About Tulip Retail Tulip Retail delivers a tablet-based platform for retail sales associates that arms them with the product and customer knowledge they need to deliver amazing customer service. Visit Tulip at http://tulip.io, or on LinkedIn and Twitter. Confidential 9

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