How To Effectively Manage Click And Collect Service At Your Retail Store?

Click and collect has been one of the most important company survival techniques in recent years, providing shops with a valuable ‘shield’ to cling to during lockdowns and periods of social distancing. Research has shown that 45% of buyers now buy online and pick up in-store. This effective omnichannel approach combines and connects both online and in-store shopping together. Knowing the popularity of click and collect, we’ve compiled 5 tips to effectively manage this tactic at your retail store in this blog.

Make the pick-up point easy to find 

As a retail store owner, you could be tempted by the age-old retail tactic of pushing customers to walk down many aisles to reach their desired destination. Of course, you can take advantage of the upsell chances provided by click and collect. However, our tip is don’t go too extreme. People will dislike you for wasting their time by letting them go through a maze. 

Customer loyalty may be gained through convenience. Therefore, for individuals who need to get in and out fast, make the collecting location easily accessible and close to the entrance. You can also put a big sign that says ‘pick up point’, or publish the pick-up instruction on the website after customers have purchased or placed an order.

click and collect

Maintain good communication

Good communication can be done on a variety of levels. This can range from ensuring that the availability of products is clearly communicated, to the fact that collection places are correctly labeled. Our tip to improve communication is to make the most use of technology if you have the budget to leverage your store in this way. 

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For example, you can use text messaging to notify consumers when their purchases are available. You can also develop a specialized click and collect shopping app that allows customers to rapidly track stock levels and reserve orders.

Make use of upselling

Click and collect can bring more customers, and many of them will make more purchases thanks to an appropriate upselling method. Retailers can promote the items and services that are relevant to the initial orders at pickup sites. 

For example, if a consumer picks up a luggage order, they may be considering a holiday trip. Based on this, you can place relevant things, such as a travel-size cosmetics containers kit, alongside the way to the pick-up point.

Automate order fulfillment

Store owners can use technology to conduct repetitive chores that would otherwise take a long time if done manually. Many modern POS systems, such as ConnectPOS, now provide powerful features that allow for a seamless click and collect experience. 

Thanks to cutting-edge technologies like the PWA Consumer App, customers can make purchases right on their phones. Meanwhile, employees may quickly choose and handle pickup orders, as well as stay updated with real-time inventory levels with a few clicks. Using technology like this may save you a lot of time while also ensuring that your clients have an error-free pickup experience.


Provide staff training

A well-coordinated team is important to the achievement of a successful click and collect experience. Train your staff on the various processes and procedures to avoid any misunderstandings. When everyone is on the same page, everything will operate much more smoothly.

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You should assign roles and responsibilities for your staff. Who will be in charge of preparing orders? Which person will take care of order distribution, whether it’s at the pickup counter or out in the parking lot meeting customers? Who will answer the phone when it rings?

To be able to keep up with crucial updates, make sure the required team members have admin access to your eCommerce site or POS system.

click and collect - staff training

Wrapping up

We hope that this blog has inspired you to organize a seamless click and collect experience. If you want to know more about ConnectPOS, our team is always ready to help. Contact us for more information!

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