Click-and-meet
Click-and-meet lets consumers book a fixed appointment for in-store shopping with dedicated staff support, instead of showing up unannounced.
Definition
Click-and-meet lets consumers schedule a fixed time slot online or by phone, then visit the store during that window. Unlike a regular store visit, the appointment is often paired with a dedicated salesperson who is specifically available at that time to advise the consumer, turning the visit into a more structured, service-driven interaction rather than open browsing.
Click-and-meet vs. click-and-collect
These two are easy to confuse but solve different problems. Click-and-collect is about picking up an order that was already purchased online, no consultation involved. Click-and-meet is the opposite in purpose: the consumer hasn't necessarily bought anything yet; the appointment exists to get in-person advice or try products before deciding. One is a fulfillment mechanism, the other is a sales and consultation format.
Where click-and-meet came from
The concept gained traction during the COVID-19 pandemic as a way to keep in-store shopping possible while limiting the number of consumers in a store at once and complying with distancing rules. Appointment slots gave retailers a way to control store occupancy without closing entirely.
Why some retailers still use it
Even outside pandemic restrictions, appointment-based shopping has stayed relevant for categories where consultation matters more than fast transactions, for example, furniture, jewelry, or higher-value fashion purchases. It gives sales staff time to prepare (e.g., pulling items in advance) and gives consumers a guarantee that help will actually be available when they arrive, rather than hoping a salesperson is free.
What this means operationally
For click-and-meet to work well, retailers need visibility into store staffing and appointment capacity, not just product availability. Promising a consultation slot only works if the store can actually staff it, which is a scheduling and store operations question as much as an inventory one.