![]() It is great that you decided to open a new store during the pandemic. These are a lot of components to customer relationships each of them helps us, so that our customers come back in to our shops. ![]() If there is something new, let’s say 8K TV, if the customer has bought a 2K or 4K TV, immediately, we will send emails asking if he wants to upgrade his system – and we invite him to come in and see the differences. As much as we can, we educate our customers. Nothing in the catalogue says, “this is on sale” or “on discount.” This is not a price-driven business that we have. We constantly direct-mail the catalogues that we have – over 50 pages, and of first-class design, and they are very informative. In the 17 years that we are in business, we have had a quarter of a million local customers who have shopped with us, in New Jersey. Leon Temiz: Customer service is very important, and makes for the consistent basis that we have, talking to our customers. What are the top three things that you have done that have contributed most to your success? We also work with contractors, if they need special cabinets, who can build it for them as well as offering ready-to-go furniture, as you see, in the stores. So when the customer comes in and says they want everything, we get it done. We have so many customers coming in, saying, “I want to have exactly this.” And not only do we provide electronics we provide shading, lighting systems, an indoor/outdoor product experience including lighting – we offer total solutions. The store is designed to not only have listening area and a sound room where you can compare speaker to speaker. In our stores we literally have created a very, very comfortable atmosphere. Leon Temiz: Number One is our store design. What makes your retail business unique from others? The reason why people still come to our retail location is the experience – seeing, touching, feeling, experiencing the differences – and to get the educated opinion of our salesforce. Online, virtually, it would be impossible to hear the difference, and you’d have to order five different speakers, to listen at home to compare – and you cannot do that. The main difference is, there are still a lot of consumers out there who really want to feel it and touch it, here in the store – especially if you buy high-end speakers, they need to hear the differences. Its not only about selling online it is also very much about service for the customers. If customers have an issue with their speaker or receiver, they can call our 800 number and talk to sales. We have a very educated salesforce on the fl oor. Customer service is incredibly important to us. With Amazon, we have 180,000 reviews – that is very impressive, and we have 5-star ratings. We have our retail stores, we have our on-site locations, and also we do third-party selling with Amazon, Walmart and other key partners. In our new one that we are going to print, we include a lot of store pictures then, customers can come and see the store, where all the items are on display. And it works for selling, but it also does a couple of other things: we are keeping the connection to our customers that way, when you show them new models and ideas about what is going on with us. We print about 100,000 of these catalogues. We have them available in the stores, and also when we do online sales, when we send out the packages, we insert the catalogues as well. We publish our catalogues four quarters every year, and we mail them to our customer list. Our headquarters are close by in Wayne, N.J., as are our distribution center and our offices. Leon Temiz: Electronics Expo began in 2003, about 17 years now. What is the main difference between your online operation and your local showrooms? How and when did your retail store start? How many stores do you have? You also have an online store.
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