Customer Service
What is a proper way to greet a guest?
listen to examples.
If you are scheduled for 1pm, what time should you be on the floor ready to work. (not walking in or clocking in)
1:00 pm
How and when do you request off?
Through the storeforce app, BEFORE the schedule is posted.
Who gets credit for a sale?
The individual who completed and closed out the entire sale. Not the person who just greeted or grabbed a fresh bag.
Why is zoning important?
Every guest will be able to be acknowledged in each zone. Prevent LP issues. To avoid groups of stylists chatting instead of attending to guest.
What should you do if you are running late?
Notify THE STORE as soon as you know you know you are going to be late. This does not mean text a leader, please call 856-226-4199 and ask for a leader.
What is the process if you can not make it in for your scheduled shift?
Call THE STORE (as soon as you know you cant make it in), ask for a leader, attempt to find coverage.
If you cannot find coverage and do not have sick time to cover your FULL shift is will be documented.
What add-ons are available at the register? How much are they?
$5 for dust bags, boxes, garment bags. $10 for conditioners and cleaners.
What do we do when we do not have an exact item a guest is looking for?
What do you do when you clock in for your shift?
check in with a manager & then DORs - what do they entail?
When should you text leaders about scheduling issues?
never. leaders are not always in the building, sometimes you are texting leaders on their day off and then they have to call the store and communicate your message. We will not answer work related texts going forward.
What is the proper way to get a customers capture?
Have you shopped with us before? what is your phone number?
No-- okay im going to add you in, what is your first name....
how do you close your sale with a guest?
introduce yourself BY NAME (this way the guest knows your name at the register) Suggest a corresponding add on, thank them for shopping with us, and welcome them back.
What is the closing routine?
Fill bags, sweep, windex, vacuum, standarize, and fill. This should be done without a leader having to ask for it to be done, this has been standards since we opened.
What will schedules be based off going forward?
Individual Performance and sales results.
Why do we get customer capture?
proof of purchase & Warranty purposes.. what is the warranty?
How do you find out what brought a guest into our store?
Role play with a manager.
Name a time it is appropriate to be on your phone during your shift?
when there are NO guest in the store.
How do you find proper coverage?
Person cannot overlap with your shift. They have to agree to take the FULL shift.
What is full CRM?
First name, last name, email, phone number, check off the 3 boxes for text, email, call.