POS Performance

The professionalization of contact between company and customer or project is the foundation for customer loyalty and market success.

This takes place through:

• the sales strategy
• the operationalization of sales / POS standards 
  • standards = specifications/standardization of practices, processes, systems, POS design
  • rules for employees, franchisees, suppliers  
  • "How is what, when done, by whom?"

Standards are specific, measurable targets for the course of an advisory and sales process. Compliance with the standards is verified by test purchases (conversion = objective level).

The development of standards is based on findings from customer surveys amongst other things, which determine what customers perceive as professional and customer-oriented (subjective level) and thus significantly influence the purchase. Hence the assumption that a high degree of standard compliance (= good test purchase results) leads to customer satisfaction and business success. Consumer behavior and market conditions are subject to change. For this reason, standards should be reviewed regularly using customer satisfaction surveys and should be updated if necessary (effectiveness = subjective level).

SKOPOS NEXT offers a holistic approach by using “POS Performance”. Our consultants and market researchers develop tailored mystery shopping and customer surveys. The results are combined in a matrix of relevant information. You will receive specific information about areas in which your strengths are and where a need of optimization exist.

Depending on the outcome, following measures can be initiated:

• implementation support for the distribution
• motivational tips / incentive scheme
• training / coaching
• management development