A2. CONSIDERATE
The user wants to interact on their own terms
Adapting this guideline in an automotive showroom will allow users to move around and interact on their own terms and conditions, not being forced into interactions they do not desire.
Description
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Studies have shown that the majority of showroom visitors do not want to be disrupted by sales representatives as showroom staff are often seen as too push and only focusing on selling. Most people would rather have a look on their own first before approaching or being approached by the staff, allowing for a relaxing and enjoyable visit. If the interactions taking place in the showroom are not desired by the visitors - for instance if they feel observed by the staff, need to listen to information they do not want, or do not get the information they look for - the risk of people becoming annoyed, stressed or even leaving becomes much higher.
Guidelines
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Approach visitors on their own terms
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Everyone has their own desired way of moving around and exploring the products at display in a showroom. Some people want to be left alone when exploring while others enjoy the company and expertise of the sales representatives. Finding out how each individual customer wants to interact is crucial in providing a positive user experience.
Respect visitors’ time and opinions
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People who enter a showroom are not only visitors - they are also guests who should be treated well for choosing to spend time in the showroom. Make sure the visit is worth their time by showing appreciation, respect and listen to what they have to say.
Make sure visitors are comfortable
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People are more likely to stay in the showroom longer and are also more likely to committing to a purchase if they feel calm and relaxed. A simple way of accommodating for this is to offer the visitors something to drink and provide a lounge area where they can sit down and rest, talk with each other and get information from sales representatives.
Offer further assistance when needed
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If customers are not interested in interacting as they visit the showroom, let them know they are always welcome to return another day and that there are other ways they can get in touch with the brand, such as through the brand website, call-center, smartphone app or other media.