3 Reasons Why Every Retailer Must Consider Click & Collect

If you want to engage customers and drive foot traffic in your store, then an ecommerce presence is essential. Nowadays, people are shopping online more than ever, so not having a digital storefront means you’re missing out on a lot of potential customers!

The good news is, it’s easy to create an ecommerce site. And if you’re already using a point of sale system, you can even sync your online and offline stores to get a single view of products, customers, and sales data without having to deal with double entries or discrepancies.

Vend Tip

Don’t have a POS system? You might want to check out Vend — a POS and retail management system that comes with ecommerce built in. And good news: we just released Click & Collect in Vend Ecommerce to help you provide a smooth omnichannel experience for your shoppers. With Click & Collect, customers can buy items on your website and pick them up in-store at their convenience.

Not taking advantage of Click & Collect in your store yet? Here’s why it’s a great idea to get started:

1. Click & Collect presents a lot of upsell and cross-sell opportunities.

Click & Collect isn’t just convenient, it also drives foot traffic and sales. Nearly a third of shoppers opted for in-store pickup over the holiday season, and according to the ICSC, 69 percent of shoppers who went in-store to pick up their orders ended up buying additional items.

Unlike retailers that sell exclusively online, having a physical presence means you can add more value to your Click & Collect sales based on personal interactions with customers. Use the power of conversation to figure out if there’s anything in your store that can complement the items that a customer has purchased.

If you’re selling fashion apparel goods for example, it’s helpful to have some classic accessories on hand — like belts, shoes, or jewelry — that you can recommend to customers. Or if you’re a homeware retailer, you can try having some snazzy serving utensils or last-minute gift options near the counter.

Need more ideas? Check out these practical upselling and cross-selling tips that’ll help you increase sales while boosting customer satisfaction at the same time.

2. You’ll have a competitive edge over ecommerce giants like eBay.

Running an online store alongside your brick-and-mortar shop can be challenging, especially when you’re competing with ecommerce giants like eBay. Luckily, you have something these ecommerce giants don’t: a physical presence.

Make Click & Collect a strategic sales channel in your store by prioritizing face-to-face relationship building when shoppers come in to pick up their order. Encourage staff to get to know customers better, tailor their shopping experiences, and give them reasons to come back through the door!

If your store sells items that require some initial setup, you might want to do what ecommerce giants can’t — help your shoppers get set up in-store so they can walk out ready for action. Or, you can offer on-the-spot exchanges for Click & Collect purchases so shoppers won’t have to worry about painful postage issues.

3. Shoppers are getting savvier.

Today’s shoppers expect to buy items on their own terms. For some, that means ordering a product online and then sitting back and waiting for their items. But for others, a good shopping experience means not having to deal with shipping and waiting for deliveries.

Staying competitive in today’s retail landscape requires you to enable customers to shop their way. In addition to letting shoppers select the usual shipping options, you should also allow them to pick up purchases at their convenience — no delivery, no tracking, no waiting. Click & Collect lets you do just that.

The value of Click & Collect is tremendous, which is why retailers are increasingly offering the service. In fact, some retailers are even designating physical areas in their store for in-store pickup. Walmart, for example, has a special Click & Collect section where shoppers can go directly to pick up their order instead of falling in line at the customer service counter, where other issues (such as questions or returns) are being addressed.

Kohl’s department store even allocates designated parking for customers to pick up their online orders.

If you’re offering in-store pickup, follow in the footsteps of these retailers and see if there’s something can do in your store to make the pickup experience speedy for Click & Collect customers.

Over to you.

Retail success means continuously finding new ways to delight your customers. In a world overloaded with choice and information, it’s crucial to cater to the needs of savvier shoppers to stay one step ahead of the competition.

If you’re not using Click & Collect in your store, now is the time to get started. Talk to your solutions provider and ask them about their omnichannel offerings, or begin now with Vend POS and Vend Ecommerce.

Do you have some interesting online selling strategies in your store? Or are you an undercover Click & Collect wizard? Let us know in the comments below!

About Ashley Gilgrist

Ashley looks after product marketing at Vend — working hard to bring exciting product launches to retailers around the globe. When she’s not busy talking all-things-Vend, Ashley also has a love of tea, candle-crafting, binge-watching, and hiking the pointy peaks of New Zealand.