JP4550252B2 - Sales support method - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a technique for supporting customer service in a store and promoting sales.
[0002]
[Problems to be solved by the invention]
When a customer who comes to the store wants to serve customers such as product explanations by the store clerk, the customer needs to call the store clerk at the side to receive the customer. However, the store clerk is not always on the side of the customer, and when the store is crowded, you have to wait until the other customer's customer service is over, and if it is a large store, walk to find the store clerk. In many cases, it is difficult to grab the clerk because of having to turn around. For this reason, if customers are not able to serve customers efficiently, they will not be able to serve customers, and the customers will not be able to buy. May be washed away.
[0003]
The present invention was devised in order to solve the above problems that could not be solved by the prior art, so that even if the store clerk is not on the side, the store clerk can immediately go to the customer service from the visitor's action, Propose a sales support method to attract customers to the store to promote sales.
[0004]
[Means for Solving the Problems]
In the present invention for achieving the above object, shopper is carrying, mobile phone and transceiver capable shopper packet data, clerk carrying, mobile phone and the clerk that can transmit and receive packet data, A customer information center that operates a website that can be displayed on the mobile phone, and a sales support method executed by the customer's mobile phone address related to a product that the mobile phone of the customer wants to respond to To display the homepage, and after the homepage is displayed, when the member number is notified from the mobile phone of the customer to the customer information center, the customer information center visits the store of the notified member number When customer visit points are accumulated and the customer information center receives a request from the customer's mobile phone, the customer From the information center, a call is notified to the mobile phone of the store clerk carried by the predetermined store clerk, and a response is received from the mobile phone of the store clerk notified of the call that the customer information center can be answered. And a sales support method characterized in that the customer information center notifies the customer's mobile phone that the customer has been accepted. In other words, when a customer connects to a customer information center to which a homepage address is assigned using an information communication terminal and selects a response request from various services provided by this customer information center, the customer information center calls a predetermined store clerk. This is a sales support method that can be used in response. According to this method, a customer connects to a customer information center with an information terminal such as a mobile phone owned by the customer, and the customer information center provides a reception request, location information, price information, inventory in the store. When a request for response is selected from various services such as information, the store clerk in charge of the response immediately rushes to the customer in accordance with an instruction from the customer information center, so that the customer can quickly receive the response. That is, the customer only has to operate an information communication terminal (for example, a mobile phone capable of transmitting and receiving packet data) carried by the customer in front of the product that the customer wants to receive, so it is troublesome to search for the store clerk. And you will be freed from wasted time such as waiting until the customer visits. On the other hand, since the store side centrally manages the reception of reception requests and the reception status of the store clerk, it is possible to respond efficiently to each store visitor without waiting for the store visitor. become. Therefore, the store side does not drop the evaluation of the store or send customers to competitors. The customer information center may call the store clerk by broadcast communication or broadcast. This is because the store clerk who responded promptly to the notification of the response request from the customer information center can be in charge of the response, and a quick response can be taken.
[0005]
As another method , there is a sales support method in which a customer information center calls a predetermined store clerk when a customer connects to a customer information center to which a dedicated website request address is assigned using an information communication terminal. Is possible . According to this method, the customer can request a reception only by connecting to a homepage address dedicated to the reception request. In other words, the customer information center provides a homepage address separately from various services, so that customers can save time and effort to select a response request from various services, and can quickly request a response, The same effect as described above can be obtained.
[0006]
The homepage address by this method may be assigned to each product, each floor (including the case where it is assigned to each corner in the store), and each store. Usually, when a customer makes a request for reception, most of the customers are on the side of the product that they want to receive explanations, so if you assign a unique homepage address for each product or each corner like this method, It becomes possible to easily know from where in the store the customer is accessing. Therefore, it is not necessary to make a troublesome conversation between the customer and the customer information center or the store clerk, or to find out where the customer is, so that the speed of the customer response is ensured. Become. In addition, this makes it possible to make a response request on a home page to which an automatic response or an information communication terminal can be connected without using an operator who responds to the response request. In this case, announcement information to that effect may be sent so that the customer does not move from the place where the customer requested the reception.
[0007]
In addition, if there is a response request at the homepage address assigned to each product or each floor, the response request access information can be aggregated, so statistics comparing this access information with the purchase information of the product requested for response. Information can be obtained. If such statistical information is obtained, for example, there are many response requests, but it is possible to know products that are not actually purchased, so that it can be used as an index for purchasing products. Furthermore, if each store is assigned in the same way, it will be possible to grasp the status of the request for each store, so it is possible to collect information on the shortage of staff at the stores where the number of customer service personnel is insufficient. It will be possible to lead sales support.
[0008]
When the customer information center requests the customer, the customer information center may notify the customer's information communication terminal requesting the customer the name of the customer, the customer contact information, the customer location, and the like. In this way, if you can know the name and contact information (cell phone number, e-mail address, etc.) of the store clerk who responds in advance, you can get in touch quickly even if the store clerk does not appear. . In addition, the store clerk is informed of the customer's name, so if you respond poorly, complaints etc. will be communicated to the store headquarters by name and will respond to your own evaluation, so you will be responsible for customer service As a result, it is no longer necessary for customers to walk around the store. On the other hand, if the clerk's response is good, the customer will be able to request the clerk directly from the next time using the contact information of the clerk who received the notification, and the store will come to the store on Saturdays and Sundays If you do, you can make a reservation in advance. If the customer's information communication terminal is capable of transmitting and receiving packet data, the customer information center can also notify the map image specifying the reception location, so the customer can respond on the information communication terminal. The location can be confirmed, and the convenience for customers is improved.
[0009]
In this method, when the customer information center receives notification of identification information (member number) for identifying the customer along with the customer's reception request, the customer information center calls the response information corresponding to this identification information, and receives the response. It is recommended to notify the salesclerk in charge. In this way, if the store clerk is informed of the customer service information from the identification information notified by the customer, the store clerk can decide how to respond according to the customer service information before responding to the customer. There is no need to ask the customer's complexion when arriving, and an appropriate response can be made based on the past situation of the customer. In other words, the reception information is information necessary for the store clerk to respond to the store visitor (customer who is actively receiving a response by asking the store clerk about the product, etc. Therefore, if the store clerk follows the response information, the store clerk can respond appropriately without relying on mere intuition or experience.
[0010]
This response information may be based on the result of a diagnostic test performed on the customer. In this way, if the response information that is the criteria for determining the response method is created in the form of a diagnostic test, the response method that reflects the customer's will is determined, so the store clerk makes a mistake in the response determination. Such a thing disappears. In other words, the diagnostic test is conducted to understand how the store clerk responds and the psychology of shopping, and individual response information is created for each store visitor, so the store clerk was at each store visitor. You will be able to respond. The diagnostic test may be conducted when registering as a member, or may be answered in a form incorporated in a questionnaire conducted on the homepage. Further, the result of the diagnostic test may be classified into several patterns and made into a database. In this way, because the diagnostic test results can be used statistically, it becomes possible to make manuals for how to handle shop assistants and use them for employee education, and to build sales know-how. .
[0011]
In the customer information center according to the present invention, in addition to the reception information, store visitor's past store visit data is also stored, and this store visit data may be notified to the store clerk in charge of the store visit. In this way, past trends of customers, for example, products that have been purchased so far, can be made into a database, and this can be called as store data, so for customers who forgot the product name or product number, accessories, parts, etc. Will be able to sell easily. In other words, customers may not remember the product name or model number even if they purchase a computer or audio, and it is difficult for the store side to sell accessories if the product name or model number is unknown. By grasping the purchased product in advance and making it possible to call the store visit data notified at the time of reception on the information communication terminal, accessories can be sold with confidence, and the quality of reception is improved. In addition, by taking full care of the accessories, the customer can reduce the trouble of buying accessories twice and exchanging products due to mismatch of standards.
[0012]
Further, the customer information center according to the present invention also stores class information classified according to the past store visit status, and this class information may be notified to the store clerk in charge. In this way, if the customer information center stores the customer's class (rank) information, the customer's class is reported along with the customer service information, and if the customer is a high-class customer, that is, a customer, it is instantly polite. You will be able to respond. In other words, the store clerk changes from store to store, and the store clerk who knows the customer may be closed, so if class information is included, all store clerk can easily identify the customer. It becomes like this. Therefore, even if the customer visits other affiliated stores or other sales floors, the customer is always treated as a customer, so that the customer can shop comfortably and promote sales. The class information may be determined based on the total amount of merchandise purchased by the customer in the past and the purchase amount, and the class may be raised every time the merchandise is purchased.
[0013]
The store visit data and class information described above may be used when delivering or delivering direct mail, e-mail, etc. to store customers. In this way, potential customers who are likely to purchase the product can be notified of information about the campaign and the new product in a pinpoint manner. In other words, store visit data and class information are compiled into a database of past customer trends, such as products and prices purchased so far. This is because a customer who has purchased a printer can grasp printer paper, ink, etc.), and can advertise products in conjunction with this. Therefore, if this information is used, it is not necessary to use an advertisement in which a plurality of the same products are posted for all customers registered in the store, and for customers classified using store visit data and class information, It is possible to effectively advertise products by running different advertisements. In addition, if there is a response request for advertising by this method, it is possible to collect information on the effectiveness of the advertising, so if the information accumulates, it will be easier to predict the sales prospect of the product, and excess inventory will be available It will be possible to control the purchase of products so that they do not have to.
[0014]
In the present invention, when the customer information center receives notification of identification information together with a customer visit request, the customer visit points may be added and accumulated at the customer information center. In this way, even if you do not purchase the product, as long as you request a response, the store visit points will be added, so customers will come to the store to accumulate points and do not flow to competitors other stores To be able to do so. On the other hand, sales can be promoted because the store customers can appeal to the merits not found in other competing stores just by requesting the customer. The store visit points may be added and accumulated at the customer information center by purchasing a product. By doing so, it is possible to obtain the same effect as described above by purchasing the goods without requesting reception and collecting store visit points. In this case, in addition to the store visit points, purchase points obtained by purchasing the products may be added and accumulated at the customer information center.
[0015]
The store visit points by this method may be used as a currency when purchasing a product. In this way, goods can be purchased by accumulating store visit points, so that it can be used as a means for attracting customers to the store, and the same effects as described above can be obtained.
[0016]
In addition, when a customer selects a point service from various services provided by the customer information center and notifies the customer information center of his / her identification information and specific information prepared by the store, the customer's store points are displayed as customer information. It is better to add and accumulate at the center. In this way, even if the product is not purchased and no response is requested, the visit point is added as long as the specific information is obtained by visiting the store, so the same effect as described above can be obtained. It becomes like this. In addition, even if a customer visits the store for the purpose of visiting the store, the store can advertise the product as long as the store visits, so it can promote the product more effectively than distributing advertisements. And sales will be promoted. In addition, when the point service is selected, it is preferable to be able to check each situation of the store points and purchase points accumulated by purchasing products. In this way, it is possible to know how many points have been accumulated and to use the points with planning, thereby further improving convenience for customers.
[0017]
The specific information by this method may be a keyword that can be obtained by visiting the store. In this way, since the specific information cannot be obtained unless the customer visits the store, the store points are not accumulated without visiting the store, and the above-described effects are easily obtained.
[0018]
As another method described above, when a visitor uses an information communication terminal to connect to the information communication terminal of a store clerk to whom a specific number or e-mail address is assigned and requests a response, the store clerk who is requested to respond goes to the response. Sales support methods are also possible . In this way, it is possible to request a direct response to the store clerk in charge of the product without providing a customer information center, so that a quick response can be received, which is convenient for the customer. . In addition, if the store clerk is called by broadcast communication or broadcast, the store clerk who responds quickly to the call from the store customer can be in charge, so each store clerk has a specific number etc. It is possible to accept a response request without fail.
[0019]
In this method, the specific number or the e-mail address may be assigned to each product or each floor (including the case where each item is assigned to each corner in the store). In this way, since the store clerk arranged for each product or corner is requested to respond, the store clerk can rush to the store immediately without searching for the store visitor.
[0020]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the accompanying drawings. In this example, as shown in FIG. 1, the homepage address of the reception request (the homepage address of the reception request may be notified to the customer's mobile phone together with the campaign notice before the customer visits the store) is described. A customer information center 12 in which a customer carries a mobile phone 11 that can send and receive packet data, which is an information terminal, in front of a product A with a price tag, and has a plurality of services such as reception of reception requests, Each store clerk carries mobile phones 13a, 13b, and 13c that can transmit and receive packet data, which are communicable information terminals.
[0021]
A visitor uses the mobile phone 11 to connect to a homepage address written on a price tag in order to receive an explanation about the product A. The homepage address is the address of the website operated by the customer information center 12, and when the customer connects, the file is transferred from the customer information center 12, and the contents as shown in FIG. Is displayed.
[0022]
The screen of FIG. 2 is a top page (homepage) of a website operated by the customer information center 12, and includes new product information 21 that introduces new products, store information 22 that guides each floor in the store, reception requests, and the like. Each item of service guide 23 for providing a plurality of services. When the visitor selects the service guide 23, the screen jumps to the screen shown in FIG.
[0023]
The screen of FIG. 3 shows the general 31 for new customers and the member for members so that the customer information center 12 can identify whether the customer is a new customer or a member who is already registered as a customer. 32. When a customer enters and selects a member number with the member 32, the customer jumps to a page provided with a plurality of services as shown in FIG.
[0024]
When the customer information center 12 (FIG. 1) is notified of the member number entered by the customer, the customer information center 12 (FIG. 1) recognizes that the customer registered as a member has visited the store. Add and accumulate in database 14.
[0025]
The screen of FIG. 4 includes a response request 41 for requesting a response, a product location 42 that displays the location of the product on each floor, a price 43 that displays the price of each product, and a stock 44 that displays the inventory status of each product. It consists of When the customer selects the service request 41, the customer information center 12 receives the service request. In addition, when the customer scrolls the screen, the customer can enter the keyword obtained by visiting the store and enter the store point 45 where the store visit point can be accumulated, and the point that can confirm the purchase point obtained by purchasing the store point and the product 46 can be displayed.
[0026]
As shown in FIG. 1, at the customer information center 12 when a customer visitor requests a reception, the mobile phone carried by each store clerk on the floor where the product A is placed, as shown in FIG. Broadcast to 13a, 13b, and 13c all at once. If, for example, a clerk with the mobile phone 13b can rush to the reception request among the clerk, the customer information center 12 is notified accordingly. Upon receiving this response, the customer information center 12 notifies the customer's mobile phone 11 that the reception has been accepted. When the customer's mobile phone 11 receives a notification from the customer information center 12 that a reception has been received, a map showing the location of the product A along with the store clerk name, telephone number, and e-mail address as shown in FIG. Is displayed. Note that the lower screen of FIG. 5 is displayed by the scroll operation of the customer.
[0027]
On the other hand, various information files called from the database 14 of the customer information center 12 are transferred to the mobile phone 13 of the store clerk who is in charge of the response based on the member number input by the customer, as shown in FIG. Screen is displayed. The screen shown in FIG. 6 is simply displayed, and the customer information 61 indicating how to respond according to the customer's request created based on the result of the diagnostic test, and the customers are classified based on the purchase price of the customer. It is composed of rank 62 and store visit data 63 of products purchased by customers in the past, and the details can be displayed by selecting each item.
[0028]
When the exchange of the above various information is completed at the customer information center 12, the store clerk carrying the mobile phone 13b rushes to the customer who has the mobile phone 11 and handles the customer service. In this example, the embodiment has been described using an information communication terminal capable of transmitting and receiving packet data. However, the customer information center 12 can accept the above-described response request also by voice response, and the operator of the customer information center 12 It is also possible for a visitor to have a conversation and accept a reception request.
[0029]
【The invention's effect】
As described above, according to the present invention, since the customer information center centrally manages the reception request by the customer and the reception situation of the store clerk, the customer can request the reception only by operating the information communication terminal, You will be able to get a quick response without looking for a clerk. On the other hand, every time a store customer requests a store visit, the store can immediately send the store clerk to the store visitor, so that each store visitor can respond efficiently. become. In addition, this reduces the situation in which customers are not responding to them, so that they do not feel sorry for not being purchased and products are not purchased. Store sales will be supported and promoted.
[Brief description of the drawings]
FIG. 1 is a schematic diagram illustrating an embodiment of a sales support method according to the present invention.
FIG. 2 is a top page of a website operated by a customer information center that is displayed on a mobile phone screen when a customer in the embodiment makes a response request.
FIG. 3 is a diagram for explaining a configuration of a mobile phone screen for identifying whether a customer is a member in the embodiment.
FIG. 4 is an exemplary view for explaining a configuration of a mobile phone screen for a customer to select a response request from a plurality of services in the embodiment;
FIG. 5 is a diagram for explaining a configuration of a screen in which a customer information center in the embodiment notifies a customer's mobile phone that a response request has been accepted;
FIG. 6 is an exemplary view for explaining a configuration of a screen in which various information about a customer who has requested a reception is notified to a mobile phone of a sales clerk in the customer information center according to the embodiment;
[Explanation of symbols]
11: Mobile phone of customer 12: Customer information center 13a to 13c: Mobile phone of store clerk 14: Database A: Product 21: New product information item 22: Store guidance item 23: Service guidance item 31 : General item 32: Member's item 41: Response request item 42: Product location item 43: Price item 44: Inventory item 45: Store visit point addition item 46: Point confirmation item 61: Response information item Item 62: Rank item 63: Store visit data item

Claims (4)

A mobile phone of the customer that the customer can carry and send and receive packet data,
A clerk's mobile phone that the clerk carries and can send and receive packet data,
A customer information center operating a website that can be displayed on the mobile phone;
A sales support method executed by
The customer's mobile phone connects to the homepage address of the website related to the product that the customer wants to respond to, and displays the homepage.
After the homepage is displayed, when the member number and the keyword obtained by visiting the customer information center are notified from the customer's mobile phone to the customer information center, in the customer information center, When store visit points are accumulated and a request for response is received from the customer's mobile phone to the customer information center, a call is notified from the customer information center to the mobile phone of the store clerk carried by a predetermined store clerk,
When it is answered from the mobile phone of the clerk informed of the call to the customer information center that it can respond to the response request, the fact that the response has been received from the customer information center to the mobile phone of the customer Be notified,
A sales support method characterized by that.   The sales support method according to claim 1, wherein the mobile phone of the customer who has received the notification that the reception has been received displays the name of the reception clerk and the contact information of the clerk.   The sales support method according to claim 2, wherein the mobile phone of the customer who has received the notification that the reception has been received further displays a reception location. From the customer information center, to the store clerk's mobile phone that responded that it was possible to respond to the response request, the response information indicating how to respond, the rank that classified the customer based on the purchase price, and the purchase in the past The sales support method according to any one of claims 1 to 3 , wherein an information file including product visit data is transferred.

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