Self-service kiosks are quickly becoming an important part of convenience stores (C-stores). Convenience has always been the cornerstone of C-stores. But today’s version offers far more than cigarettes and lottery tickets. Many now offer a full menu of hot and cold food, for example. Some even offer other products and services. Add a self-service kiosk, and convenience evolves to the next level. A 2018 study by the financial news site PYMNTS.com found that self-service kiosks increase spending in quick-service restaurants by as much as 30 percent and C-stores are beginning to see similar results
self-service kiosks increase spending...by as much as 30 percent."
While fuel sales are a major portion of the C-stores income, the biggest profit-maker lies elsewhere. Quality of food is becoming critical, especially with the hope to bring people inside to buy food after fueling up. In fact, C-stores don’t just have to compete with other C-stores anymore, they are competing with grocery stores, pharmacies, even fast-food restaurants. There are several challenges in meeting these goals. First, getting clients inside the store can be tough, and the labor needs end up raising the costs. The self-service kiosk can offset some of these challenges, providing a few advantages such as improved customer service, raising staff productivity, and increasing sales.
Another benefit of the self-service kiosk is that they free up store staff so they can be integrated more into the sales process, and empowered to improve customer retention. Customer service is heightened because these tools let customers shop at their pace on their terms. At the same time, associates are empowered to provide greater service, advice, and product knowledge.
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