Category term

What is Walk-in recovery?

Walk-in recovery is the practice of following up a store visitor who did not buy, using what they said in the conversation, and attributing the eventual sale back to the original visit.

Most walk-ins do not buy on the first visit and most share a phone number. Recovery treats that visitor as a warm lead rather than a cold one: the follow-up references the model they liked, the budget they stated and the objection that stopped them.

The recovery rate, sales traced back to a non-buying visit, is the number that ties conversation intelligence to revenue.

Related terms

• Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date.
• Buying intent score: A buying intent score is a per-customer estimate of how close a walk-in was to purchasing, derived from what they said in the conversation: the model discussed, budget stated, timeline, objections raised and whether a number was shared.
• Retail lead capture: Retail lead capture is the creation of a lead from an in-store conversation the moment a customer shares a phone number, carrying the model discussed, stated budget, timeline and objection, without the advisor filling in a form.

Where Borentis applies this

• Walk-in Recovery: The customer who left is still yours.