Funda
Mentals
Mentals
What does NHP stand for?
New High Potential
What are the 3 steps of the 1-2-3 method?
1- create profile
2- follow up
3- booking appointment
What are the two goals of clienteling?
Drive retention and sales
What are tags for?
To help you understand your customer purchase patterns.
How many appointments should you have per month?
8
What percentage of customers do TOP&NHP profiles represent?
9%
What is one way to getting to know your client?
Genuine language or open ended questions
What is an easy way to help your store meet their clienteling goals?
Log into client compass each day!
What are follow ups for?
To help build connections with your customer through schedules outreach.
What percent of store sales should be driven by appointments?
16%
While every relationship is valuable…which clients will give you the highest return of investment?
NHP, TOP, and OTHER PRIORITY
How do you empower them?
Get the product in front of them and schedule an appointment.
Work/family/friends/hobbies/product/style preferences
What tool can you use to send client ideas and pictures of product?
Look builder
How many follow ups should be created each month?
20
How does clienteling drives your business?
It helps with retention, customer spend, and incremental sales
In how many months should you follow up on the seed you planted?
3 months
Where can you measure your clienteling success?
Client compass dashboard
What are the communication options on compass?
Email - SMS - Call - Mail
What is omni channel?
Cross platform shopping and engagement
What are some ways we can be an Omni channel guide?
Offer omnichannel service, leverage your omnichannel tools, and take part in our omnichannel initiatives
One example of when you should use the 1-2-3 method?
Good connection with a client
Follow up visit
When the client ask you to stay in touch
When your client didn’t purchase but you think there is a future potential
When they purchased over $500
When they purchased coach create
When your client sends you a DM on IG
What is one things you should be doing on a monthly bases?
Review personal clienteling KPIs and review client follow -up plans
Yes
What are the 3 components of the Omni channel experience?
Connect, empower and build