Welcome to OneShop! This tutorial will guide you through the process of building strong, lasting relationships with your clients using our digital CRM platform. We'll break down each step, from the initial meeting to ongoing engagement, so you can easily connect with your customers and enhance their shopping experience.
1. Meet and Learn
Build an Initial Connection and Create Client Record
Objective: Create a positive first impression and gather valuable information about your client.
Step 1: Greet the Customer
Approach with a Smile: Make your customer feel welcome and appreciated.
Introduce Yourself: Share your name and express your willingness to assist.
Step 2: Engage in Conversation
Ask Open-Ended Questions: Learn about their needs and preferences.
Example: "What brings you in today?" or "Are you looking for something special?"
Listen Actively: Pay attention to their responses to gather insights.
Step 3: Assist with Their Purchase
Offer Personalized Suggestions: Use the information gathered to recommend products.
Ensure Satisfaction: Confirm that they've found everything they need.
Step 4: Create Client Record in POS System
During Checkout:
Enter the client's information into your Point of Sale (POS) system.
Collect Contact Information: Name, phone number, email address.
Note Preferences: Any specific tastes or upcoming events they mentioned.
Seamless Integration with OneShop:
The client record will automatically carry over into OneShop.
2. First Meeting Thank You
Add Notes and Follow Up Using OneShop
Objective: Reinforce the connection by showing appreciation and personal attention.
Step 1: Access the Recent Sales List in OneShop
Go to OneShop Homepage:
Open the OneShop app on your device.
Navigate to 'Recent Sales' List:
You'll see your new client profile that has been seamlessly imported from the POS system.
Step 2: Add Notes, Tasks, and Tags
Select the Client Profile:
Click on the client's name to open their profile.
Add Notes:
Document any personal details or preferences shared during the initial meeting.
Create Follow-Up Tasks:
Set a date-specific reminder to send a thank-you message.
Add Tags:
Use tags to categorize clients (e.g., "New Client," "Interested in Accessories," "Holiday Shopper").
Step 3: Send a Thank You Message
From the Recent Sales List:
Select the client to initiate a message.
Craft a Personalized Message:
Thank them for their purchase.
Mention something specific from your notes.
Example: "Thank you for visiting us today, Emily! I hope the scarf keeps you warm on your trip to the mountains."
Send the Message:
Choose to send via text or email directly from OneShop.
3. First Meeting Reinforcement
Check In and Reinforce the Purchase
Objective: Ensure customer satisfaction and keep the communication channel open.
Step 1: Access the Next Step List on the Homepage
Navigate to 'Next Step' List:
On the OneShop homepage, find the list designed for your next engagement with clients.
Identify Clients for Follow-Up:
Look for clients who haven't made a second purchase or are due for a check-in.
Step 2: Reach Out to the Client
Send a Personalized Message:
Reference your notes to make the communication meaningful.
Example: "Hi Emily, just wanted to check if the scarf is keeping you cozy on your trip. Let me know if you need anything else for your adventure!"
Ask for Feedback:
Encourage them to share their experience or any concerns.
Step 3: Update Client Profile
Add New Notes:
Document any new information or preferences shared.
Adjust Tasks or Tags:
Schedule the next follow-up or update their tags for better targeting.
4. Ongoing Engagement
Upsell and Introduce New Products or Events
Objective: Maintain engagement by providing value and personalized experiences.
Step 1: Access the Upsell and Re-Engagement List
Navigate to 'Upsell Opportunities' List:
Find this list on the OneShop homepage for clients ready for new offers.
Identify Clients to Re-Engage:
Select clients based on tags, purchase history, or time since last contact.
Step 2: Reach Out with Personalized Offers
Craft a Message with New Products or Events:
Introduce new arrivals, exclusive events, or special promotions.
Use their purchase history and preferences to tailor the message.
Example: "Hi Emily, we just received a new collection of gloves that match the scarf you purchased. I'd love to show them to you!"
Include a Call to Action:
Invite them to visit the store or check out the items online.
Step 3: Continue Building the Relationship
Regular Engagement:
Set reminders to reach out periodically with relevant updates.
Utilize Tags and Notes:
Keep your client data current to personalize future interactions.
5. Tips for Success
Maximize Your Client Relationships with OneShop
Be Consistent: Regular communication builds trust and keeps you top-of-mind.
Personalize Your Interactions: Use notes and tags to make every message relevant.
Leverage OneShop Features:
Lists: Utilize 'Recent Sales,' 'Next Step,' and 'Upsell Opportunities' lists for efficient workflow.
Tasks and Reminders: Stay organized with scheduled follow-ups.
Update Client Profiles Regularly:
Keep notes, tasks, and tags up to date for effective targeting.