Extending the concept of vendor support to the pre-sales reseller environment may be commonplace at the high end of the marketplace, but it is rarely practised at the retail end.
Until June, that is. That's when Marketing Results plugs in the first of its Sales Assist phone booths at selected Harvey Norman stores. According to MR managing director Rod Orrick, the booths will enable a potential buyer to walk into the store, pick up the phone and be transferred directly through to the distributor's technical support service.
"So if they've got a bit of confusion in regard to the type of product that we're trying to sell, they'll be able to get very good technical support at the other end," said Orrick.
Support extends to all products distributed by Marketing Results.
"When you start getting involved in the types of products that we're trying to take into retail, like networking and utilities, customers want to know a yes or a no answer, and to know why they need it."
Harvey Norman will host the first seven Sales Assist phone lines, but Orrick says the service will be available to as many retailers as want it. "All they basically need to provide us with at the end of the day is a phone line, and we'll hook up everything else."