Loss Prevention
Where is the designated meeting spot in case of emergencies?
Maverick Gas Station
What must you ask every customer for?
UGG Rewards, VOC, would they like to purchase a Care Kit
Scenario Friendly: A couple is entering together and are talking quietly to each other. What is the correct/best approach. We are looking for two things here.
Use a tone that's respectful & nonintrusive. Maintain warmth while giving them space to explore at their own pace.
Examples: "Hi! Welcome to UGG. Let me know if I can help you find anything!"
Where can you find the product knowledge binder and the employee manual book?
In the cabinet behind the registers.
What is the store policy for ringing friends and family?
A member of management must ring them out.
What is the procedure for taking out the trash?
- Clear bags
- All boxes must be broken down
- Empty shoe boxes must be clearly marked
- Must be checked my a member of management
What application is required to facilitate the shipping of shoes to customers?
Endless aisle
Scenario Friendly: A new teammate is feeling unsure about how to approach a task. What's the best approach to support your teammate with kind and thoughtful advice.
You approach them and say "Hey, you're doing great so far! If you are ever stuck on what to say, try by starting with, "Hi, welcome to UGG! How can I help you today?" It's an easy way to break the ice."
What does the F.E.E.L abbreviation stand for?
Friendly, Engaged, Expert, Lifestyle
What is the minimum expected percentage for the capture rate?
65%
Where can you find the Deckers Ethics Line phone number and list one reason you might call it.
Located in the back room on the LP bulletin board.
What is needed for a return/exchange?
Receipt, original packaging, shoes not worn, management approval
PRODUCT KNOWLEDGE (EXPERT): Name at least 2 out of the 5 top best-selling shoes in our store?
Top best sellers: Tasman, Classic Ultra Mini, Leather Mini Bailey Bow, Lanah Clog, Cluggette
A customer asks you to check for a size in the back and we do not have the size in stock, what alternative could you offer this customer?
Offer to order a pair online in our store through endless aisle.
What is the current health and safety topic for the month of November?
Ladder Safety
What is the LP Topic for the month of November?
Lost and Found
At what dollar amount must you check the dollar bill with the uv light?
$20
Scenario ENGAGE: A lady is reaching for a size from a top shelf and is struggling to get it down safely. How should you approach this situation?
We are looking for two things here..
Taking initiative in taking care of the customer in a timely manner and letting them know that you are there for any additional assistance.
Hi there, let me get that down for you, what size are we looking for? Please let me know if you need additional size, I can double check the back for you.
Name 6 MFO styles
Cluggette, lanah clog, Posy, Suheny, classic leather/suede bows, cabelle knit, brooklyn buckle
What is the procedure for verifying corporate office visits and phone calls?
Must ask for an ID to enter the back room. Must get a callback number and verify with store manager and district manager
What do you do if you find a damaged shoe on the sales floor? Ex. Mismatched, missing pair, ripped, two different sizes, same foot
Look for it. If you cannot find it make sure it gets a green damage sticker and a manager signature.
At what amount will you be prompted to do a till pick-up?
$1,500
How can you share outfit inspiration, styling tips, or product pairings to a consumer?
Create your own best scenario/answer on how you would apply this to your customer.
Potential ideas/answers: There is a lady who came in for some long boots and does not want much color but still comfortable. I would recommend the Black Cabelle Knit Long Boots as they are lightweight and comfortable. I would add to browse online, and we could potentially order something online for her.
What are the service pillars of UGG FEEL & explain what they all mean!
Self, Team, Consumer, Store
What is the procedure for calling out of a shift?
Must call store to inform the MOD with a minimum 2 hour notice with coverage found.