AOV Focus
What does AOV stand for and how is it calculated?
Average Order Value . This means the average value of every transaction made in the (week ,month, day)
What is conversion and how do we calculate it .
Conversion is the percentage of people the come in and leave with at least 1 item . This is calculated : traffic -18%= X Order/ X =conversion
What is our top selling in our fine collection ? Name and price
Diamond Cluster 265
What is the Happiness guarantee?
We stand behind our product! Which means that all of our jewelry is covered by the HG for the lifetime of the product!
What is the meaning/intention behind the black ones power gemstone ring?
Protection
What are 2 ways you are able to increase AOV is any sale?
Add on a matching piece or offer and extender for any oth their chains. Do not forget asking the right questions is very important !
What is the best way to impact conversion on any given day?
Making sure we are approaching every customer even if they come in groups or are “just looking”. Make the customer intrigued right when they walk through the door.
How much is the Newport Pearl necklace and bracelet ?
Necklace 225
Bracelet 150
What happens if a customer would like to return an item and there is a manger on duty? What if there is no manager?
The stylist should complete the entire transaction including offering the customer options for an exchange. You only need the manager to approve the return!
If there is no manager Christina is authorized to approve returns if nobody is here use verbiage given.
What are 5 things we do every single morning when we open ?
- take sign outside
- turn on tv
- check VM
-check last nights email and updates
-turn on fine lights
etc.
What part of the selling process effects AOV the most ?
Introduction: up selling and introducing new items to a returning customer
Discover: Asking questions really getting into the nitty gritty of what the customer is looking for and what their style is .
Go into the case and pull out the following:
-3mm diamond solitaire studs -Solid wilder Huggies -white Shapiro Crew Ring
Show to judge
What format do we use when issuing gift cards to exchange a happiness item not in stock ?
BOS- DATE- INITALS OF CUSTOMER
SELLING DRILL!!!!!!!!!
I am a gorjana fan. I have the Parker necklace on and never take it off. Sell me a piece you would layer and make sure you hit our AOV goal. Good luck!
Preform drill and calculate AOV is 135+
SELLING DRILL!!!!!!!!!
I am a gorjana fan. I brought all of my friends (group for 5) We are shopping in 2 small groups. Show us how you would maximize the sale to meet out conversion goal. Good Luck
Remember the goal is not to force everyone to buy something but to incoreparations everyone in the group naturally in the discussion. The power gem bracelets are a great way to get a group to get different colors or the same item .
List all of the below information for the BOTH new tennis bracelets.
-Name -Length
-Price -3 main feautures
Diamond Melbourne Tennis Bracelet
6.5 -2,500
7 -2,700
-3 step security
-103 and 112 dimonds
-cut chosen to maximize sparkle
DRILL TIME!!!!!
I LOVE Gorjana and I bought this bracelet a couple of years ago but it keeps falling of my hand. I do have a profile and we can find the recipt the only issue is that the item is not in stock any more. What can I get?
Since we do not have the item any more we can give the credit value of the item on a gift card and the customer can exchange her item for anything else in the store . You want to make sure the customer is satisfied with the exchanged item.
The number of items physically received in the allocation does not match the amount on the packing slip. How do you proceed?
Receive in the inventory as noted in RF SMART/on the packing slip. Fill out a Mis-Shipment form and email to shipmentverifications@gorjana.com.