Here’s how to ensure Black Friday is well managed at your store
Devan Moonsamy
It goes without saying that Black Friday has become a much sort after day to conduct shopping in South Africa. From consumers sleeping outside their desired stores with great deals at malls the night before to waking up at early hours of the morning to buy goods online, the need to get a good bargain is real.
But with the great deals and in some cases low prices, the after service from the purchases of these deals are often a nightmare. Whether you need to change the size or get a refund, dealing with a store after the purchase of goods at Black Friday can be frustrating.
Before we look at how consumers should prepare for shopping let us explore how stores can prepare for the influx of consumers:
– As you build up to Black Friday ensure staff are well stocked at all branches if you are a chain store and plan accordingly. Staff must be knowledgeable on the system you have and should know the basics of checking which other branches have stock of a particular item. One of the most frustrating things would be to stand in a long line waiting to buy an item just to reach the till and for it to be out of stock. If this is the case, staff must have knowledge of which other branch has the item so that consumers can make their way there. Remember outline your policy. Are you able to keep the price till you get stock or is the special whilst stocks last? Ensuring all staff know exactly how to handle a situation like this can prevent unnecessary tension between staff and customers at the till point.
– Ensure all returns and refund policies are clear and visible. When a staff member sells an item, they should also make the consumer aware of the returns policy on the item. If possible, try to get your system to print the return policy on the invoice. This way consumers are aware of their rights and exactly how to go about getting a refund or return done on an item.
– Customer service should not be compromised during Black Friday. Whether the store is packed to capacity or even busier than usual, it is essential to maintain impeccable customer service. It is pointless having a great deal on items today and offering terrible customer service. This will just result in customers feeling obligated to just buy from you for your prices and not because of the great service you offer. Ensure someone is managing the changing rooms. Have a refresher course on how to assist consumers, get staff to ask questions and ensure all individuals that come into the store walk out with a pleasant experience.
– If your specials are online and in-store then make sure you have someone efficiently managing the online station. That means regularly updating items that are sold out etc. Remember most people prefer buying goods online and this is a great way to prevent in-store chaos. Having a smooth working online system can help with customers benefiting from the deals online.
-Be specific and clear when it comes to your deals. If something on sale is an online only deal then ensure the advertisement indicates that. Black Friday isn’t the time for tiny T’s and C’s. This is when you need to be transparent so consumers know exactly what they are getting. If an item is out of box, minimum warranty or even damaged this must be clearly indicated on the purchase of the product. This will prevent future frustrations because a consumer is fully aware of what they are purchasing.
As much as stores need to have all the ducks in a row when it comes to handling Black Friday, as consumers here’s what you can do to ensure you are well prepared for the bargain hunting.
- Be sure to read the advertisement properly before heading out to buy it. Check that you know which branch the stock is available at, do your homework in terms of whether it is while stocks last or whether the deal is an exclusive online deal.
- Be patient. This is a crucial time for businesses as well and as much as they should be providing every customer with impeccable service, there could be minor delays in meeting your needs. Remain calm and try to work with them so that they can meet your needs. Have the details on hand on the items you need to prevent confusion and a delay in your shopping trip.
- Try to get ahead of the long lines by reaping the rewards of online deals. Most stores have great deals online and this could be the solution to prevent having to stand in long lines and to deal with unnecessary delays in-store.
- Read the T’s and C’s carefully and try to ask about the returns policy before leaving the store this way you won’t feel deflated when you are made aware of something that will prevent you from returning the item for a refund post it’s purchase.
Devan Moonsamy is the CEO of ICHAF Training Institute, a South African TVET College. He is the author of Racism, Classism, Sexism, And The Other ISMs That Divide Us, AND My Leadership Legacy Journal available from the ICHAF Training Institute.
The ICHAF Training Institute offers SETA-approved training in business skills, computer use, and soft skills. Devan specialises in conflict and diversity management, and regularly conducts seminars on these issues for corporates. To book a seminar with Devan or for other training courses, please use the contact details below.
Tel: 011 262 2461 | 083 303 9159 |
Email: admin@ichaftraining.co.za devan@ichaftraining.co.za |
Website: www.ichaftraining.co.za | www.devan-moonsamy.com