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Aula 07 Gestão de Marketing no varejo de materiais para construção
Nesta aula apresentaremos alguns pontos importantes para que você tenha uma boa gestão de Marketing na sua revenda, estruturando-se para atender e se antecipar às necessidades de seus clientes e melhorar os resultados do seu negócio. Por isso, vamos avaliar: • Decisões sobre produtos e serviços. • Preço e valor percebido pelo cliente. • Entrega e conveniência. • Comunicação com o cliente.

As decisões sobre produtos e serviços
O varejo não vende apenas produtos, vende soluções. Por isso, juntamente com o mix de produtos que será oferecido, é importante considerar a experiência de consumo, como ela pode agregar valor para o cliente e contribuir para que ele escolha sua loja frente à concorrência. Para definir quais os produtos e serviços oferecidos, é preciso pensar quem é o nosso cliente, o que ele deseja e como é possível surpreendê-lo e se destacar em relação à concorrência. Considere pontos como: • O atendimento é um ponto fundamental do varejo. Treine seus vendedores para que eles saibam orientar corretamente os clientes e solucionar eventuais problemas. • Sua equipe de vendas é o cartão de visitas da sua loja, portanto certifique-se que estejam sempre bem apresentáveis. O uso de uniformes pode ser um investimento de baixo custo e que gera impacto positivo para os clientes. • Avalie a coerência entre o mix de produtos e serviços oferecidos com o perfil de clientes que frequentam sua loja. Uma loja sofisticada demais, por exemplo, não é adequada ao mercado de empreiteiros, pedreiros, carpinteiros, encanadores e eletricistas, que preferem ambientes mais práticos. • Alguns exemplos de serviços que podem ser oferecidos aos consumidores e profissionais são: o desenho de projetos, crédito ao empreiteiro, com limites e materiais determinados, entregas expressas, dentre outros. • Faça uma pesquisa simples com clientes e avalie se sua estrutura e serviços satisfazem os clientes e se destacam em relação à concorrência. Avalie: a imagem e a reputação da sua loja, o ambiente e a estrutura (como estacionamento), a qualidade e variedade dos produtos, o posicionamento de preço, os serviços oferecidos (entrega, instalação, facilidades de pagamento, atendimento ao consumidor).

Preço e valor percebido
Saber determinar o preço de seus produtos é fundamental. O consumidor compara o preço pago pelo produto com os benefícios que recebe em troca. Vejamos alguns pontos importantes na sua determinação: • O preço deve ser coerente com o posicionamento da loja no mercado, com o mix de produtos e serviços oferecidos ao cliente. • O preço precisa ser alto o suficiente para gerar lucro, mas deve ser considerado adequado para a mercadoria e os serviços oferecidos, ou afastará os clientes. • Ao mesmo tempo, é preciso ter cuidado com preços baixos demais, pois podem depreciar a imagem do produto e gerar perda de rentabilidade. • Facilite o pagamento, ofereça parcelamento através de convênio com bancos ou financeiras. • Uma boa opção é credenciar sua loja para receber o Construcard, da Caixa Econômica Federal, que oferece ao cliente até 96 meses para pagar materiais para construção. Para aprender como determinar o preço de suas mercadorias, assista à aula nº 5 do Mapa da Obra, que trata exclusivamente de precificação.

cesso de compras, como também da reposição nas gôndolas. Na aula 6 do Mapa da Obra, você conhece algumas técnicas para facilitar este trabalho, como o uso de etiquetas diferentes para sinalizar os últimos produtos. • Os clientes valorizam serviços de montagem e entrega. Pense em novas formas de organizar suas entregas. No seu bairro podem existir outros varejos não concorrentes com os quais seja possível fazer parcerias para entregar seu material, por exemplo. • Amplie relacionamento com os profissionais, crie um ranking de boas referências, clientes avaliando os serviços indicados utilizados. Com isso, além de oferecer aos cliente opções de mão de obra, você cria uma ferramenta de relacionamento com usuários e profissionais.

Comunicação com o cliente
Outro ponto importante da sua estratégia de marketing é a comunicação: como o cliente conhecerá a sua loja, novidades, promoções, etc. Veja algumas dicas: • Explore as promoções de vendas. Faça concursos, ofereça possibilidade de o cliente participar de sorteios ao adquirir um produto ou consumir um valor mínimo. Tenha cuidado para manter a atratividade desta ferramenta. Não faça promoções tão longas e não repita o mesmo formato frequentemente. • Ao executar uma campanha, crie mecanismos para mensurar o retorno. Por exemplo, se você faz tablóides semanais, experimente ficar uma ou duas semanas sem fazer e compare o resultado (lucro), para ver se esta ação está compensando. • Crie canais de colaboração: firme parcerias com lojas que vendem outros tipos de materiais, troque informações, faça promoções conjuntas. • Segmente seus canais de comunicação com o cliente. Só envie malas diretas e e-mails que sejam do interesse dele. Assim, quando receber uma comunicação sua, dará importância. Além disso, você não gasta dinheiro à toa. • Faça catálogos segmentados para consumidores finais e para profissionais da construção civil, por exemplo. • Explore as possibilidades de comunicação na própria loja. Renove suas vitrines e modifique sua loja sistematicamente, de forma que ela sempre pareça diferente. Se possível, crie ambientes temáticos, como o canto do lazer, área de jardinagem ou “faça você mesmo”.

A entrega e a conveniência
O cliente quer achar seu produto facilmente, com o mínimo esforço. Por isso, a localização do seu ponto, dos produtos dentro da loja e os serviços oferecidos são extremamente importantes para o varejo. • Facilite a visualização e localização da sua loja, crie uma identidade visual coerente com os produtos que vende. • Algumas formas de melhorar o acesso à sua loja incluem: ter estacionamento fácil (próprio ou convênio com local próximo), desobstruir passagens dentro da loja, ter corredores largos o suficiente para o cliente transitar com carrinhos de compra. • Organizar os produtos dentro da loja também é fundamental. Exponha as mercadorias de forma harmônica e organizada, pensando como o cliente organiza a sua compra. • Em vez de disponibilizá-los por marca ou tipo, experimente organizar pensando na aplicação final, facilitando a escolha. Por exemplo, porcelanatos podem ficar perto da gôndola de argamassas de revestimento. Dessa forma, você aumenta suas vendas e ainda ajuda o cliente a se lembrar de todos os itens da lista de compra! • Identifique os setores de sua loja, sinalize os corredores, o cliente não gosta de perder tempo procurando onde está o produto que necessita. • A disponibilidade do produto é fundamental. Por isso, é importante cuidar não apenas do pro-

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