Ship-From-Store Is Stressing Sales Associates - Twice

Ship-From-Store Is Stressing Sales Associates

"Using the store as a fulfillment center - both for buy online/shipfrom store and buy online/pick up in-store - is creating service challenges and associate push-back, according to Andrea Weiss, co-founder of O Alliance, the retail consultancy."
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Using retail stores as mini-warehouses to fulfill online orders sounds great in theory. But the reality, says retail consultant Andrea Weiss, is that sales associates dislike doubling as warehouse personnel, and often send out badly packaged items out of resentment or poor training, while commissioned staffers may even hold back best-selling products for their in-store customers. The answer, she says, is hiring dedicated shipping staff.

"Using the store as a fulfillment center - both for buy online/shipfrom store and buy online/pick up in-store - is creating service challenges and associate push-back, according to Andrea Weiss, co-founder of O Alliance, the retail consultancy."

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