Ringing out Customers
Name 2 ways to check customers rewards:
Typing in customers phone number under rewards button and using loyalty button.
Where do tags and sensors go on tops and bottoms?
Tops: tag goes underneath left armpit in the seam, if you're looking at the item, its on the right side. Sensor goes on same side as tag, all the way down following the seam.
Bottoms: tag goes on left hip if you're wearing the bottoms and sensor goes on same hip in the seam!
If a pair of bottoms are labeled as "pants" but they are clearly a denim material, it is okay to put them in with all of the jeans?
NO WAY JOSE lol. Read all labels CAREFULLY! If it says "pants", it MUST go with pants. If you think something on the tag might have been typed in incorrectly, please ask a keyholder/buyer.
When checking in a customers buy, if you don't know the current wait time, you can just say "It will be approximately and hour wait, we can text you when it's ready?"
FALSE. Always check with the current keyholder/buyer on the current wait times! Sometimes we have a 20 minute wait, and other times we have a 3 hour wait!
What's the very FIRST thing you should do once we are closed and the last customer is out?
VACUUMING!! Vacuuming takes the longest and should be started right away! If there's 3 people closing, keyholder should close registers right away, 1 person vacuum, 1 person do mirrors and gather trash.
After vacuuming, mirrors, and trash are done, and the keyholder is still working on closing procedures, PLEASE FIND SOMETHING TO DO!!! Do NOT stand around, there is always something to do: straighten, zone a small section, etc...choose something!!
Name 5 different fliers you can attach to a customers receipt:
Promotional flier (Black Friday, GNO, Boot Reveal, etc).
Rewards, Shop with us 3 ways, Buying needs, follow our social medias.
How are shoes/boots/sandals photographed?
First picture: single shot of right shoe. Second pictures: right shoe laying on its side and left shoe sitting next to right.
What is the very FIRST thing you should do when clearing the bar?
Check for CLEARANCE items!!
How does the cash vs store credit work?
Customers get a cash AND a store credit offer! With the store credit they get a 25% bonus. Store credit never expires, and is good at our location ONLY! We look up their store credit by their phone number.
Any cash offer $100 and over, the customer HAS to get a check. Keyholders will write checks.
RIDDLE:
What is this object and what is it used for?
Shiny and metallic. But not a piece of bling. They're there to make a noise. Shake some and they will ring.
BELL!
When someone rings the bell, stop what you are doing and go to the front immediately. Sometimes we need help ringing out customers, checking in buys, etc.
Bell = go up front!
If you have to step off the floor to answer a phone call, use the restroom, etc. you must let whoever you're with know. Say "hey I have to step off the floor real quick."
Name 5 non-refundable items:
Clearance clothes, shoes, handbags, jewelry, sunglasses, hats, etc.
How many AND what photos are needed for a designer handbag?
Picture 1: front of handbag
Picture 2: back of handbag
Picture 3: bottom of handbag
Picture 4: inside of handbag
*Additional pictures may be required if marked AS IS
What are the steps for folding items that go into backstock? (tops and bottoms!)
Tag must be sticking out!!
Bottoms: fold into 4's, back pockets out. Tops: fold in half, grab armpit for folding in sleeves, then fold in half again.
What information needs to be filled out when checking in a customer for a buy?
First AND last name, FULL address, birthday, email, AND, license or I.D. on file. ALL sections must by filled in!!
What should you do if you find a random tag on the floor and/or counter?
1. Scan it in inventory to see if it shows 1 on hand?
2. If it is still on hand, go try to find the item! Look up the item number in Shopify to see a picture of what you're looking for. Look on the small bar by reg 1, the return rack, fitting rooms, where the item is supposed to be hanging on the floor, etc.
3. Then if you can't find the item, place the tag in the "missing tags" container in the top drawer where the fitting room keys are.
Name the 3 main coupons and what is valid/not valid with each coupon:
20% off reward coupon: good on anything but luxury.
15% off birthday coupon: not good on designer & luxury.
$10 off of $50 coupon: good on anything!
Only ONE coupon allowed at once. NO coupons allowed on CLEARANCE items...ring all non-clearance items up first, add coupon, then ring all clearance items up LAST.
After uploading accessories, what should be your different "hang piles"?
1 basket for sandals, 1 basket for shoes, 1 basket of ATHLETIC shoes, 1 basket of boots. 1 basket of non-designer handbags, crossbodies, wallets. 1 basket of designer handbags, crossbodies, wallets.
Separate your accessories! We have found way too many sandals accidentally in with shoes, designer NOT locked up, etc. :(
When putting handbags away, make sure they are facing forward and zipped closed.
Before putting away an item on the floor, what are 3 things to check for?
Bottoms are buttoned/zipped, the tag is sticking OUT, if you are in the "right spot"...READ THE TAG! It may look like a TOP LS, but if the tag says SWEATER, it goes in sweaters!!
What do you say if a customer asks, "how does it work to sell a luxury bag here, like a Louis Vuitton?", "how do you get your luxury bags authenticated?", AND "how much would I get for my LV?"
We authenticate all of our luxury items through a third party called, Authenticate First. When you bring your item in, we will take a look at it and make you an offer on it. Anything that we price over $50, you get half of. If you accept the offer, we will then take pictures of it and sent it off to our authentication. They ask within 48 hours. Once the authentication comes back, we will text you when it's ready!
We can get a digital certificate of authenticity for any of our luxury items.
Why is the backstock "process" so important?
Items HAVE to be back stocked by month!! We can't put out October shoes, when we still have July shoes in the back.
When items sell on online orders, it is easier to find them when everything is sorted by MONTH!
List the process for ringing out a customer:
1. Acknowledge them! Say "hi! did you find everything okay today?" OR, "how are you doing today?" The buyer/keyholder should NOT have to ask you every single time to ring out a customer. When you are at the tagging station, be aware of your surroundings...check in with customers!!
2. Scan each item and TAKE OFF SENSORS after you scan each item! This is one of our BIGGEST troubles.
3. Type in customers rewards # and check to see if they have any rewards. If they do not have rewards, ask them if they would like to sign up.
4. Count your items, then fold all clothes into a nice pile and let the customer know of any FINAL SALE items.
5. Run all of the items over the sensor pad! This is MANDATORY! We have had toooo many sensors come back! SENSORS! SENSORS! SENSORS!
What sensors go on what accessories? (ie...crossbodies, handbags, designer handbags, wallets, clutches, watches, jewelry, hats, etc.)
Mini sensor on ALL non-designer wallets, wristlets, clutches, makeup bags, etc....ANYTHING that is on non-designer endcap.
1 lanyard sensor on all non-designer crossbones/handbags.
Silver lanyard sensor on designer wallets.
Designer handbags/crossbodies MUST have all required sensors (some need 2-5 sensors!!!!!!)
Name the color order when hanging items:
(hint: there are 13 specific colors I am looking for)
White, Pink,
Red, Orange, Yellow, Green, Blue, Purple,
Cream/Off White, Tan, Brown, Grey, White/Black, Black.
What is our buying criteria?
(ie. what do you say if a customer asks "how does your buying process work?")
We take a look at items every single day, up until an hour before we close. We take a look at women's items only, and it is based on the brand, style, condition, and our current store needs. We buy all seasons all year round, but are selective in the off seasons. We primarily take items that are current within the stores that past 2-3 years. We prefer that the items are in some kind of container or bag, and off the hangers. For the items that we can make you an offer on, we'll type into our system, and you get about a 1/3-1/4 of what we hope to sell it for. You get a cash and a store credit offer.
What's the number one responsiblity to do at work?
HELP CUSTOMERS!! Uploading, clearing the bar, straightening, etc. is all important, but helping customers ALWAYS comes FIRST! We can have fun and talk at work, but don't take advantage of that. Always pay attention to customers. Ask if they are finding everything okay, if we can hold something for them, if we can get them a fitting room, if they need help finding something, etc.