How to Compete Against Amazon and Wayfair: Strategies for Furniture Retail Sales People

Furniture is a popular category on Amazon and Wayfair, both offering a wide variety of home furnishings at competitive prices. As a furniture retailer, how can you compete with the giants in e-commerce? This guide provides key strategies for retail sales people to differentiate themselves in the market.

Providing Excellent Customer Service

Customer service is crucial in the world of furniture retail. The ability to handle inquiries, provide personalized advice, and ensure a smooth transaction can make all the difference. Retail sales people should prioritize:

Personalized assistance Efficient and friendly communication Timely and accurate information Efficient and courteous handling of returns and exchanges

By focusing on exceptional customer service, retail stores can build trust and loyalty, which are essential for repeat business and positive word-of-mouth recommendations.

Knowledge of the Furniture Lines

Knowledge is power in furniture retail. Sales people should have a thorough understanding of the furniture they are selling, including:

Their design features and benefits Materials used and their quality Warranty and return policies Popular styles and trends

A strong knowledge base enables sales people to have meaningful conversations with customers and provide accurate, useful information, which can lead to confident sales.

Demonstrating the Furniture at Home

A typical challenge for online retailers is that customers cannot see and touch the product before purchasing. In-store retailers have a significant advantage in this department:

Showrooming: Allow customers to test the ergonomics and comfort of furniture, such as sitting on upholstered chairs and sofas to ensure they are comfortable. Visual Representation: Provide realistic home vignettes to help customers envision how the furniture will look in their space. Physical Appearance: Offer samples of upholstery fabrics, finishes, and colors to make the purchase decision easier.

These actions can help bridge the gap between online visuals and the actual product, ensuring a confidence level that aligns with what customers expect in the physical store.

Offering Financing Options and Discounts

Another strategy to compete effectively is to offer financial flexibility and incentives. Consider:

Financing Options: Partner with financial institutions to provide flexible payment options, such as monthly installments or interest-free credit. Discounts and Promotions: Run periodic sales, offer discounts for bulk purchases, or provide loyalty rewards for repeat customers. Tailored Deals: Customized discounts for specific situations, such as downsizing, home renovation, or for customers who make large purchases.

These strategies not only make the purchase more affordable but also add value to the buying process, making the in-store experience more compelling than online alternatives.

The Comfort Advantage

A key advantage that brick-and-mortar stores have over online retailers is the comfort of physically experiencing the furniture. Here are some ways to capitalize on this advantage:

First-Person Comfort: Encourage customers to test the seating and ensure it meets their comfort standards. Address common issues like back support, cushion firmness, and upholstery quality. Height Adaptation: Highlight the nuances of furniture designed for different body types. Discuss how taller people's furniture may be less comfortable for shorter individuals. Visual and Tactile Experience: Offer samples of upholstery fabrics, allow customers to touch and see the colors, and discuss how the materials feel. Personal Recommendations: Use in-person interactions to individualize furniture recommendations, ensuring that the final product is a perfect fit for the customer's preferences and space.

By focusing on these strategies, furniture retail sales people can overcome the challenges posed by e-commerce giants like Amazon and Wayfair, creating a compelling in-store experience that cannot be replicated online.