In a Zippin-powered store, customer receipts are generated based on shelf interactions. To provide great customer assistance and an accurate receipt, associates must follow the steps.
At times, associates may observe (or receive requests from) customers who may want shopping assistance. At entry, the associate can offer new customers a buddy shopper.
Buddy shoppers are store associates who can leave their assigned role to help a customer shop. To reduce customer friction, it is best to offer a buddy shopper before the customer enters. This is the ideal moment for a buddy shopper to enter with the customer.
After greeting the customer, the entry associate can ask if they have shopped this location before.
If yes, Great! If you used a buddy shopper last time, we're happy to provide one today as well.
- If they accept - Call up the associate who will enter with them. Make small talk or answer additional questions while the associate exits and comes to entry. Ensure smooth traffic flow in the meantime.
- If they decline - Sounds great! We are always available. Help them enter the store.
If no, Okay, welcome! Customers are charged by what they take from the shelf. We offer a buddy shopper to offer product advice and to grab items on upper shelves if you're interested.
- If they accept - Call up the associate who will enter with them. Tell the customer "<Associate name> will be happy to select items for them. <Name> will enter the store with you. They are available to grab anything you're interested in buying. Anything he/she takes from a shelf for you is charged to your cart.
- If they decline - Sounds great! We are always available. Answer any remaining questions.
To help as a buddy shopper, apply the group shopping process:
1. Associate exits the store
2. At entry, the customer enters their payment method. The associate enters the store under the customer's payment method. The customer enters under their payment method as well.
3. The associate provides assistance as a group member of the customer's cart
4. The associate exits the store. The associate can exit the store before the customer, if appropriate for the situation.
5. The associate re-enters the store with the Crew QR Key
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Be aware while acting as a buddy shopper. Shop for your group, but not for other customers. Instead, place items on a lower shelf for them to grab, or call upon another available buddy shopper. |
Q: What if the customer asks for assistance while in the store?
A: If the need for a buddy shopper is identified after entry, the above option can be offered. Alternatively, the associate can pick the item for them, place it on a shelf sensor that is more accessible, and then proceed to let the shopper select the item.