Clienteling Sale · Assisted Sale / High-Touch Retail¶
A store associate uses a clienteling application to identify a known customer, review their purchase history and preferences, and guide a highly personalised sale. The associate can access full digital catalogue, check inventory across all nodes, raise a basket on behalf of the customer, and complete payment on the clienteling device. The canonical Unified Commerce pattern for high-touch assisted selling.
| Domains | customer · order · store · payment · loyalty |
| Actors | store-associate · customer · store-manager |
| Process | Clienteling Sale |
| Capabilities | 11 |
| Steps | 11 |
| Events | 14 |
| Lifecycles | 7 |
| Min UCMI | 3.0 |
⚙️ Step-by-Step Flow¶
| # | Step | Actor | Lifecycle | State Change | Event |
|---|---|---|---|---|---|
| 1 | Identify customer | store-associate | customer-lifecycle |
→ active | customer-identified |
| 2 | Review customer profile | store-associate | loyalty-member-lifecycle |
enrolled → active | customer-profile-viewed |
| 3 | Browse and discover products | store-associate | basket-lifecycle |
→ open | product-search-performed |
| 4 | Check inventory | store-associate | basket-line-lifecycle |
→ added | inventory-checked |
| 5 | Add items to basket | store-associate | basket-line-lifecycle |
added → reserved | basket-updated |
| 6 | Apply promotions and loyalty rewards | system | loyalty-member-lifecycle |
active → redeeming | promotion-applied |
| 7 | Checkout on device | store-associate | basket-lifecycle |
open → locked | basket-checkout-started |
| 8 | Process payment | customer | payment-lifecycle |
pending → captured | payment-authorized · payment-captured |
| 9 | Create and confirm order | system | order-lifecycle |
draft → completed | order-created · order-confirmed · basket-converted |
| 10 | Accrue loyalty points | system | loyalty-member-lifecycle |
active → active | loyalty-points-accrued |
| 11 | Post-visit follow-up | store-associate | customer-lifecycle |
active → active | customer-interaction-logged |
⚡ Event Sequence¶
customer-identified → customer-profile-viewed → product-search-performed → inventory-checked → basket-updated → promotion-applied → basket-checkout-started → payment-authorized → payment-captured → order-created → order-confirmed → basket-converted → loyalty-points-accrued → customer-interaction-logged
🔄 Lifecycles Involved¶
customer-lifecyclebasket-lifecyclebasket-line-lifecycleorder-lifecyclepayment-lifecycleloyalty-member-lifecycletill-session-lifecycle
🧩 Capabilities Required¶
| Capability | |
|---|---|
clienteling |
Clienteling |
basket-management |
Basket Management |
catalogue-management |
Catalogue Management |
inventory-visibility |
Inventory Visibility |
checkout |
Checkout |
payment-processing |
Payment Processing |
loyalty |
Loyalty |
order-management |
Order Management |
channel-management |
Channel Management |
customer-profile |
Customer Profile |
customer-identity |
Customer Identity |
🖥️ Application Coverage¶
Applications that implement the capabilities required by this scenario.
| Capability | Implementing Applications |
|---|---|
clienteling |
Clienteling App · Associate Workspace · CRM |
basket-management |
POS · eCommerce Platform · Clienteling App |
catalogue-management |
eCommerce Platform |
inventory-visibility |
Inventory Service |
checkout |
POS · eCommerce Platform · Associate Workspace |
payment-processing |
POS · Payment Hub |
loyalty |
Loyalty Platform |
order-management |
OMS · eCommerce Platform |
channel-management |
eCommerce Platform |
customer-profile |
Clienteling App · CRM |
customer-identity |
POS · eCommerce Platform |
📊 Readiness by Profile¶
Capability readiness across assessment profiles.
| Profile | Capabilities Met | Avg Score | Ready? |
|---|---|---|---|
| Acme Electronics | 8/11 | 1.7 | ❌ |
| BuildPro Trade | 9/11 | 2.3 | ❌ |
| Flash Delivery | 7/11 | 2.0 | ❌ |
| Luxe Maison | 11/11 | 2.5 | ❌ |
| Metro Fresh Group | 9/11 | 2.0 | ❌ |
| Stella Fashion Group | 11/11 | 2.5 | ❌ |
| Reference Tier 2 Non-food Retailer | 11/11 | 2.6 | ❌ |
✅ Preconditions¶
- Customer is known (loyalty member) or willing to be identified
- Store associate has access to clienteling application with appropriate permissions
- Clienteling device is connected and paired with mobile POS terminal
- Product catalogue and inventory are synchronised and up to date
🎯 Success Criteria¶
- Customer identified and 360 profile surfaced within 30 seconds
- Full catalogue available (including endless aisle items)
- Payment completed on device without till visit
- Loyalty points accrued and balance confirmed to customer
- Visit notes recorded in CRM
⚠️ Failure Modes¶
- Customer not found in system (fallback to new customer creation or anonymous sale)
- Clienteling device connectivity failure (fallback to standard POS)
- Endless aisle item not available at time of order (re-offer alternatives)
- Mobile POS pairing failure (fallback to fixed till)
- Loyalty engine timeout (accrual queued for batch processing)
UCMI Requirements¶
Minimum UCMI Score: 3.0
| Capability | Minimum Level |
|---|---|
clienteling |
🟠 2 |
customer-profile |
🟠 2 |
customer-identity |
🟠 2 |
basket-management |
🟠 2 |
checkout |
🟠 2 |
payment-processing |
🟠 2 |
loyalty |
🟠 2 |
catalogue-management |
🟠 2 |
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