EPOS Selling Speedy
We look at how EPOS is evolving from a stationary till point in to a mobile device that can be used anywhere in store, and how these advances will help retailers battle the problem of queuing.
In a recent survey carried out by Ominco Group, it was found that on average Brits will only wait in a queue for just under six minutes, before they abandon their basket and walk out. The survey was carried out as an investigation into the effects queuing times can have on retailers’ businesses. A bad queuing experience can not only force consumers to leave the store without completing their transactions but it can also have an effect on whether they return to the store on not. The survey found that after a bad queuing experience 58 per cent of men and 55 per cent of women would not return and would hold the experience against the store.
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When it comes to queuing, people use previous experiences to decide whether they will stay in the queue or leave it. In today's society when people can buy things within a matter of a few clicks or swipes, without having to wait, they may use a Heuristic and conclude that queuing is inconvenient and thus choose to walk-away. Mark Rackley, Chartered Psychologist.
The survey was carried out with 1,344 UK consumers participating and its findings are of huge importance to retailers as it shows just how much UK shoppers hate to wait in a queue. Only 19 per cent said they would never abandon their basket, whereas 16 per cent said they refuse to wait any longer than three minutes. Younger shoppers seem to be happier to wait longer with shoppers aged 16‐24 willing to wait for up to 6 minutes, 9 seconds whilst older shoppers, 55+, are more impatient, waiting for only 5 minutes 46 seconds. Commenting on the research, Mark Rackley, Chartered Psychologist commented: “These findings from Omnico reflect a concept known as Heuristics, which is decision making based on past experience. When it comes to queuing, people use previous experiences to decide whether they will stay in the queue or leave it. In today's society when people can buy things within a matter of a few clicks or swipes, without having to wait, they may use a Heuristic and conclude that queuing is inconvenient and thus choose to walk‐away. Based on this behaviour and as people increasingly experience instantaneous payment, queuing tolerance levels are likely to continue to decrease.”
“Queuing is a pet hate of many people in the UK and our research revealed the detrimental impact it has on retailers, both in terms of abandoned baskets and long term loyalty,” said Bill Henry, CEO at Omnico. “Retailers who focus on preventing abandoned baskets and customer walk‐ aways will see the compelling benefits to their bottom line.”
www.a1retailmagazine.com
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