Guest Experience
What does ACE stand for?
What is Attend, Create, and Encourage
How many times should we check in on the guest while they're trying on in the fitting room?
What is at least once and by their name.
What key franchise is made of Everlux?
What is Wunder Train
How should you begin each transaction at Cash?
Begin each interaction by making eye contact with the guest and use inclusive communication (verbal and non-verbal). Your focus is always on the guest - side conversations with your team come later!
How often should you be checking zipline?
At any point during your scheduled shift (i.e. every time you're clocked in at the store!)
*hint: you can check it on the BBR
This is how we staff our floors. It creates the best conditions for our Guest Experience North Star. This allows us to meet our guests wherever they are in their journey, at every touch point within our stores, to best support their needs.
What is Zone Coverage
True or False: We should be recommending additional product(s) and/or bring product alternatives based on the guests indicated needs/requests?
What is true.
What is our fastest drying fabric?
What is Everlux
What are some ways that we "Create" (ACE) for guests at cash?
Engage the guest in personalized dialogue to create an authentic experience. Educate on a unique feature of the garment. i.e., “There is a hidden zipper pocket here on the ABC Pants for change or your golf tees. Recommend adjacent product or options to outfit the guest, i.e. “I see you are purchasing the Align Pants, if you like the feel of the fabric, you should come back to try our Align Tanks.”
What are two examples that our store uses for communication?
What is HV Message Board and Weekly Whistle.
What is the on floor prioritization?
Serve the guest, stock the floor, maintain store appearance.
When we start a room for a guest who is still shopping, how do we communicate that to the fits host?
by underlining their name on the door and erasing the line once they have entered the room
What is the name of the anti-stink threads that keep fabric fresher, longer?
What is SILVERESCENT?
What are at least 3 examples of some membership benefits?
Early Access drops, hemming, Exchange or store credit on sale items, select peloton classes, partner perks, receipt free returns!
What are the two tools that support communication between the SSC and stores?
Recall at least one tactic under each component of ACE.
Attend tactics: Build trust with each guest & Adapt your education to each guest
Create tactics: Get the guest the right product & Have the guest interact with the product
Encourage tactics: Support the decision-making process & Create friction free transactions
What are 3 open ended questions you can ask guests while they're trying on product in the fitting room?
What activity are you shopping for? What product are you trying on today? How does it feel?
What is the invisible anti-stink treatment that keeps fabric fresher, longer?
Name 3 partner perks for membership?
50% the lululemon chai latte at La La Land, 10% off any single class pack at Barry's Bootcamp, 15% off class packs and a pvolve gift with purchase ($74 value).
Other partner perks - Ritual Vitamins, Oura, Ilia Beauty, Salt and Stone, Club Pilates, Class Pass and Lifetime.
What are 3 examples of features on product?
What is our Guest Experience North Star?
What is, Every Guest is welcomed by an Educator, every time, and feels valued through authentic connection and personalized education.
What is the F.I.T Framework stand for and what does each category mean?
F: Function: Group outfits by function (e.g., yoga, training, run) to make purpose clear.
I: Intentionally Styled: Display product by how they’d be worn
T: Power of Three: build each outfit with at least 3 pieces of product to create depth and layers.
What technology reduces appearance of sweat through clothes, for all-day comfort & confidence
What is ShowZero
What is our quality promise and what are 3 things we use to filter making it right for the guest?
We will replace any item that doesn’t perform as intended within one year of purchase subject to the below conditions:
-All quality promise returns are handled on a case-by-case basis
-Proof of purchase or photo ID required
-Items impacted by ordinary wear and tear, personal preference, misuse or accidents are not eligible for return
What two HERO elements do we lead Education with?
What is Fabric and Technology (fabrics + technologies owned by lululemon that define us as leader in product innovation)