Weekday
It is 2:30pm on a Tuesday (weekday) and the fitting room bar is full. You get a call from *301 asking to clear the bar. What do you do?
What is go clear the bar.
It is 5pm and you are about to leave. What does a great handoff look like for the closing crew? (What does the last hour look like?)
What is
4-5 hour - Shop gets straightened, fitting room bar is cleared, good time to do a 5@5, recap the day with the closing associate
You just checked in with the fitting room specialist and put a customer into an empty room. A new customer walks up needing a room as you are standing at the fitting room. What do you do?
What is have the fitting room specialist place them into a room.
There is no fitting room specialist and a customer would like to try things on in a fitting room. What's a best practice for the salesperson to do as they greet the customer?
What is "ask the customer if anyone has been helping them out on the floor"
You see the phone ring 3x for a shop (or zone) that isn't yours and the SSM is here. What do you do?
What is answer the call.
Busy associate vs idle associate?
What are the outcomes of each associate in terms of how it affects your sales and/or your teammates?
What is
Busy associate - will sell more, likely get into a premium sale, earn trust from their teammates
Idle associate - steer customers away, but will also negatively impact the team mentality
- You have a customer in the fitting room
- You answer a call that pulls you away
- There is another sales associate nearby
What do you do?
What is:
- Let your customer know that you have to step away to help someone in another department
- Ask the nearby associate if they could check in on your customer (WE ARE A TEAM)
A customer comes to the fitting room with a cart full of items to try on. The salesperson lets them into a room and doesn't interact with them again until they are leaving. What is commissionable from this interaction?
What is NOTHING.
You are stuck at the fitting room for 2 hrs and you need help, so you call *301. What is the expectation for both parties?
What is
-Person who is calling : Assume good will that the person on the other end is busy and working with multiple customers and they will get to you.
-Person answering : Make all efforts to make their way to the fitting room to help if they are free or as soon as they get free.
It is 10 minutes past your lunch and you are covering the fitting room. You call an ASL who doesn't answer. What do you do?
What is
Read the room.. Assume good will. (AP incident, tied up in shoes, customer phone call, register issue, lost child, etc.)
You might just have to wait until we can get free to help.
What is number *301 meant for?
What is for help.
You are near the fitting room and a customer walks out of a room looking lost. It was not your customer, but no other salespeople are around. What should you do?
What is ask them if they were being helped by anyone, assist them, and follow up with whoever let them into a room.