CONNECT
What do we say to each guest as they walk through the door?
Welcome to Kay Jewelers…
What type of questions do we want to ask the guest?
open ended
What do we do when we aren't connecting or able to overcome the guest objections?
turnover
Once you notice the guest is loving what they are trying what is next step?
assume the sale, trial close
To better serve the guest, what should we offer to do?
follow up activity/appt
What do we already need when approaching each guest?
tablet
Should you do more talking to or listening to the guest?
listening
What information can we give guest to present value to our products?
features, benefits, personalized to their needs
After closing the sale what should we say to the guest?
thank you, expressing full gratitude and sincerity
What should we do in clientele to make sure best guest follow up for purchases?
Ask guest best contact and time to contact for gift giving. Ensure clientele info is updated.
How should we approach guest?
Smile / direct eye contact
When finding out their styles and needs what should we be asking the guests?
lifestyle? (Work, hobbies, sports, and so on)
What should we do if we aren’t finding what guests loves in store?
online, book, custom
What should we ask each guest that had a positive experience, before they leave the store ?
google review (We want to do this even with all other guest Not shopping Also)
What do we want to do with each of our guest after their purchases?
Follow up
What should we do with the guest prior to going straight to sales talk?
Build relationship (engage casual conversation, get to know your guest)
We want to be ______ connected with each guest.
emotionally
What to do if guest is showing hesitation or concern?
overcome objections? What stopping you?
If guest says yes, reassure the choice. If the guest expresses concern what do we do?
move back into presenting the sale
What do we want to avoid when doing follow ups?
Spoiling surprises
What should we offer each guest regardless of what here for?
cleaning and inspecting all jewelry (even if not signet piece)
When a guest comes in for a return what step should we take?
be curious why the guest is returning and try to save the sale
We should always do this when a guest is making a decision for the perfect piece?
try items on! Watch verbal and non verbal cues
All brochure pertaining to the sale
What are the most important thing to ensure a 5 star experience.
Complete profiles, smiling face, following up