Lakes’ Sales & Marketing Director, Mike Tattam recently talked about the importance of the showroom experience at the Builders Merchants Federation (BMF) Kitchen & Bathroom Forum, hosted by ROCA UK.
Focusing on what influences buyer behaviour, Mike confirmed showrooms are more important today than ever: “The internet has changed how most of us buy and influenced our expectations of service.
“It’s easy and convenient to now buy most of what we need online, putting a strain on many bricks and mortar retailers. People thought online shopping would reduce the need for showrooms too. But when it comes to high ticket home improvement items like bathrooms, clicks haven’t replaced bricks.
“Consumers may start by researching online but before they decide they look for where they can go to see and touch the products, explore the options and have their questions answered by knowledgeable staff.”
Mike’s presentation also covered how our senses – consciously or not – influence buyer behaviour: “Without instruction sight, sound, smell and touch will kick in as soon as we enter a showroom so first impressions count.”
In Mike’s view, showrooms give customers the confidence to buy and they will make their decision based on the whole experience.
“It’s where merchants and stockists have a distinct competitive advantage so think about the showroom holistically so every feature enhances the experience and makes it easy for customers to decide,” empahsised Mike, “And think about solutions too. Customers will want to learn about a range of options that will suit their bathroom space, style and lives.
“Stockists who blow customers away with stunning displays, expert knowledge, and a great customer experience will be the winners in today’s omnichannel world.”
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