Mobile applications integrated into the point-of-sale (POS) software can prevent staff from interrupting a lab technician, who may be assisting a customer, to view the test results from another customer. Having a live mobile application allows employees to use mobile tablets and smartphones to access the same data anywhere on the retail floor. Retail staff can also use a tablet, an integrated magnetic stripe-reader, or a pocket barcode scanner to complete sales transactions, process credit cards, and email receipts to keep clients from waiting in line.
Service technicians are also using these applications in the field to upload photos, equipment information, and other customer data for future reference, and integrating tools to help diagnose water chemistry issues. They even allow technicians to send messages directly to clients with recommended product purchases that can be made directly through the online store.
| Pre-programmed upsell features |
| Planning for another busy season includes pre-programming features into the business’s point-of-sale (POS) software, which can help ensure every sale yields the highest profit possible. Therefore, it can be beneficial for one’s POS system to have the capability to be pre-programmed with questions for busy staff to ask customers, to avoid missing the opportunity to upsell during checkout. One of the most valuable features business software can offer is the ability to pre-program “related items” into the POS system. For example, when a staff member is selling spas, the POS system can provide a “related item” sales suggestion, which pops up to increase sales at the counter or on the show floor when using a mobile device. For instance, when selling a spa cover, a vinyl cleaner for the cover or a battery-powered, hand-held cleaner should be offered to the client. Another valuable upsell feature provides a general information pop-up window. This is an alert to remind sales staff to inform the customer about important information on the item they purchased or to simply remind staff of a task they need to complete at the time of the sale. For example, when selling a bag of shock, it can remind staff to instruct the customer on how it should be administered. One of the often overlooked upsell features is integrated chemical maintenance. Chemical maintenance is a huge profit centre for all pool and spa businesses, so this feature can be invaluable. It includes calendars, chemical troubleshooting forms, and tip sheets where products are highlighted, so staff members do not forget which items to promote. New sales staff will be well-equipped and look like experts when they provide handouts and emails to customers. This can help eliminate phone calls from customers who have questions later that can tie up service staff. Further, any email promotion sent to customers should include links to specific pages on the company’s online store where customers can make easy, one-click purchases |
Number three: “Let’s chat” function
With the rise of remote work and the ability to stay in close communication digitally, pool and spa service businesses reported they expanded their staff talent pool, as well as their customer reach, using all kinds of new chatting tools.
Using internal chat systems and integrated business software allows remote service technicians to access the data they need, without having to physically go to a building for information.
Many retailers have also added a “chat” function to their websites and divide up the shifts among all employees, so they can be available for clients 16 hours a day, seven days a week. Managing the chat function can now easily be done from home and creates stronger relationships with existing and new customers.
