Loyalty
2 Benefits of the Macy's Card
what is :
1. 20/30% off new account discounts
2. exclusive coupons that only Macy's cardholder have access to
3. bonus points that result in Star Money aka $10 or more off your next purchase
The Customer Experience Score our store needs to achieve
What is "80"
The Best way to Start the Conversation with a customer
What is "an open ended question"
what does the C in C.A.S.E. model stand for
3 Tiers to the Macy's Card
What is:
1. Silver
2. Gold
3. Platinum
2 Key Performance Indicators that impact our Customer Experience Score
what are:
1. Friends & Helpful
2. Salespeople Available
3. Neat & Clean
What is
1. Who are we shopping for today?
2. What are we shopping for today?
3. Any Special occasions or events coming up?
the number for asset protection
Follow up Question when the customer politely declines the Macy's Card
What is " would you like to enter your number & become a Bronze Member"
One Way to make a transaction more personable
The Definition of Conversion
what does the E stand for in C.A.S.E. Model
what is Eye Movement
The number of points a cardholder/ bronze member needs to accumulate to earn $10 in Star Money
what is "1000"
What EVERYONE should be doing at the end of every transaction to increase Customer Experience
What is "writing our name on every receipt and encouraging customers to rate us a 10 for excellent service"
A Customer Comes in to pick up there presale. Name the next steps to continue the sale
What is
1. Recommending Sales Throughout the Store - beauty is 15% off , most of the store is 30%
2. Looking at the presale before giving it to the customer & offering suggestions to add on to the purchase
The number of points a Platinum Member earns per $1 Spent
What is "5 points per $1"
What is "The customer leaves a 9 or a 10 on a survey"
The Definition of Building the Basket
What is
1. offering 3 or more suggestions
2. Cross selling- adding items on from different departments
3. closing the transaction by opening a loyalty (also a product we sell at Macy's!)