FLOOR
Who runs the floor? Why? What is the strategy behind it?
Store Director OR one of the AM; this keeps the floor moving and prevents the customers from feeling bombarded - no pressure environment - ONLY ONE person greets the customer!
During a sale, ONLY start with BLANK BLANK.
ONE SHOE
Giving the best possible BLANK BLANK is the most important thing we do. It is what keeps the customer coming back. It is also what makes us different.
Customer Experience
What is the method used to create our shoes?
Good-year Welting
OUTFIT TRIVIA: If you choose to wear a graphic tee, you have to make sure you pair it with a WHAT?
BLAZER OR an ELEVATED CARDIGAN
What is the expectation of posture on the floor?
Stand with a BOSS-LIKE energy and a genuine smile. Never turn your back to the door!
What is the Cinderella moment? An experience until the BLANK BLANK BLANK.
PERFECT SHOE FITS
WE PLAY OUR MUSIC LOUD, WE SHINE OUR LIGHTS BRIGHT, AND WE NEED YOU TO BRING THE BLANK TO THE FLOOR !
ENERGY
What are our shoes made of?
Full-Grain Leather
When was our company founded and where?
2009; Denver, Colorado
What does communication look like on the floor?
Non-verbal cues; being aware of what is going on at all times.
PSYCHOLOGY BEHIND SELLING - Let the customer feel they're in control, in reality you are in control/simply guiding them. REMEMBER you are their BLANK.
STYLIST
BLANK the BLANK! This is our happy place, we want our customers to feel the same.
PROTECT THE BUSINESS!
Where do you put the shoe boxes during a sale?
Hide it in the designated hiding spots on the floor.
Who is our target customer?
"The Cool Mom" aka the customer who already knows what they want and what they are looking for.
What is the expected mindset to have on the floor? And why?
Pro or BOSS-LIKE; this helps you stay confident/attentive - every customer likes to be taken care of from "the boss"
Effortless selling means from the minute you finish unpacking the shoe, learn to WHAT?
WALK AWAY! - elaborate what you mean.
What is culture? Creating an environment revolved around selling works of art; BLANK to each customer; emphasizing the individuality in each purchase.
CUSTOMIZABLE
What is a good trick to use when you cannot get a customer into a shoe?
"The Plastic Bag Trick"
How many stylists per group/customer?
ONLY ONE; the person running the floor should be the only extra employee to join in on a sale.
What is the expectation for conversations on the floor?
Conversations should only be work related; If a customer cannot be a part of the conversation, it should not be discussed.
What is Brand Awareness for your customer during a sale?
Speaking to the history, aesthetic and the FB obsessions of the brand. Asking the right questions, demonstrating how the shoes run, break in periods, mention the facts if necessary, etc.
Help the customer get into the shoe, it's a process, they need to feel BLANK and BLANK.
SUPPORTED and ENCOURAGED
What do we do with shoe boxes once they are no longer being used in a sale?
And how do you signal to other employees a pair of shoes is no longer being worked with?
They go in the back as a "go-back/drag".
Place the pair of shoes on top of its designated box.
What to do when on the floor and business is slow?
LOOKING AND STAYING BUSY - Pick up a shoe, get in the window and play around with the displays - help create movement on the floor while waiting for direction. We like our store to always look like there’s action because we are creating visual interest. We want people to look in and want to be a part of what is happening—our stylists look engaged, happy, and are having a fun time.