Hardlines/1 midlines Scenario
You are walking into gun backstock quickly, what should you make sure to still be doing? *Hint: Finish this saying, " keep your head on a _____"
A: Be aware of your surroundings and keep your head on a "swivel"
Tunnel vision, during holidays is especially easy to get, but can create a poor customer experience and make them feel ignored.
5 star customer experience includes meet and greets within 10 ft. whether they need immediate assistance or not.
Greet before diving into the sale. This makes it more personal and friendly vs transactional.
True or False: Are the below questions considered a good approach???
"Are we finding everything OK? Looking for anything specific?"
False:
A true expert approach includes open ended Q's.
"Who are you shopping for today?
Points inside of the store for regular & premier members.
3 & 5 points
You are called up to CS to do a return. What 2 things do you need to make sure to still do to make it commissionable?
1: Offer to help them find something similar in store.
2: Ask if they could also use something that would complement the item they are ordering.
Example: Ordering a sweater. "We have some sweaters similar in store. Would you like me to show you?
Customer comes in to pick up their bear rifle bopis. You hear an ASL say they will get someone to grab that for them.
What should you do?
A: Speak up and offer to grab it for the customer. *Though this sale may not in the moment create you a sale, these customers will remember how you treated them and be potential return customers who ask for you as well as continue to give their business to Scheels. This also presents great opportunities for Suggestive selling. In this example, the customer for sure needed a scope/ammo.
When a customer comes up to you and tells you the size they want in a shoe, after greeting them, what expert personalized service piece should you offer?
Offer to measure their feet.
Where do snacks and drinks belong?
Answer: in designated backstocks.
*Not fitting rooms or other areas not assigned. Try to keep neat/tidy and avoid crumbs or forgetting to throw away empty drinks/snack packaging. Those things can lead to bug infestations and lack of POW (pride, ownership, and execution)
Points gained outside the store for regular and premier members
1 & 1.5 points
An elderly couple are walking around Men's athletic looking at sweatshirts. Do you.....
1: Walk up and ask, "Can I help you with anything?"
2: Walk up and ask, "Christmas shopping?"
3:Walk up and ask, "How are you today? That's a popular sweatshirt! Are you Christmas shopping today or shopping for something else?"
3:
Greet first and then start your approach. It's good to not linger too long on small talk, but find Q's that help get a conversation/sale started.
You are already helping 3 customers in hardlines and can't take another customer. You see someone obviously needing help and staring at you.
What should you do?
Answer: Let the customer know it may be a minute, but you will either A: get to them or B: call another associate to assist. Communication is key and will buy you time. Calling an ASL for assistance can also be a good option.
A customer comes in and is buying a Marcy cage, Landice treadmill, weight set, adjustable dumbbells and some mats... That's a lot of money they're spending. Do we offer a discount?
No
*It's important to not set an expectation for getting a deal just because you are spending more. We need to be fair and consistent and be margin conscious.
What step of the sale shows off your expertise the most?
Answer: step 3- complementary selling
The customer is the expert during qualification selling, they know what they are looking for, but the sales associate shows off their expertise when they suggest something to better the customer's End User Experience.
Spending this amount can give you 6 months interest free financing
Is a softshell considered a winter coat?
No: Softshells are ideal for high-energy activities like hiking, climbing, and skiing, and can also be used as an everyday jacket, but should not be relied on for protection in heavy rain or blizzards.
What is vital to still do even when it's busy?
*riddle hint: "What is it that has a mouth but never speaks, and a ring but never wears jewelry?"
Answer: answer the phone.
What are two things you could offer a customer who has a sad child.
1: Scheels puppy
2: sucker
Customers are significantly more likely to purchase when helped by a sales associate, with studies showing they are up to ------- more likely to buy. (If you are within 10% it counts)
87% more likely
Using your Scheels Visa can extend this up to a year
Warranty! It must ALL be put on the Scheels Visa but applies to purchases anywhere!
What 4 brands do we carry base layers in in shops 38/39/48?
UA, Nike, Smart Wool, and Brooks Running
What top selling item by units should you suggest from shop 33 (exercise)?
Clean Simple Eats protein powder (cake batter sold 108 units)
What is the top selling item by units in game and sports that you should always suggest to a parent?
silent basketball
This isn't a "step" of the sale, but it's required
Visa! When is the best time to suggest it?
Using your Scheels Visa, you get 90 day protection from this?
Loss, Stolen, or Accidental Damage
Your customer was looking for a certain Nike sweatshirt, but we don't carry it.
What should you do next after finding that out?
SWAT: See if we have another option similar in store before offering to special order.