WOW Customer Service
Spring 2017
Events
Policies, Procedures, and Product
MISC
100
Where is the customer friends spread sheet located?
Cash Wrap Binder
100
What country inspired the 2017 Spring Collection?
Morocco
100
What types of events do we hold in store?
KGB's Color Bar Parties Shopping Parties Color Bar Raffle Parities
100
What side does the tag go on for earrings?
What is the right hand side.
100
What is Kendra's signature shape?
What is the Danielle Shape
200
How do you start an exchange on the MPOS?
By going to the Point of sell, then going to transaction, returns with or without receipt.
200
What is the shape of the 2017 season?
What is the marquis. An elegant silhouette often seen in architecture. The shape reflects light from every angle.
200
What is a redemption card?
A redemption card typically offers the customer a free item such as a Danielle, Rayne, or Elle from the store.
200
How many seconds do you have to greet a customer who walks in the door?
What is 5 seconds. We have a high five rule: the customer must be greeted within five seconds of walking into our store with a high energy and high volume hello!
200
Name the two natural neutral shells always offered in our signature line:
White Mother of Pearl and Ivory Mother of Pearl
300
The customer should be offered what upon arriving at our store?
A tour of the store, refreshments, and our helping trying on or finding anything.
300
What stone is described here: This stone is a cobalt blue hue to contrast Spring’s feather-light neutrals, this stone is sure to strike up conversation this season.
What is Crackle Blue Agate
300
What is a good way to see if the customer you are working with could have connection that could lead to hosting an event with Kendra Scott?
Telling the customer the Kendra Scott store and our emphasis on family, fashion and Philanthropy. And getting to know each customer on friendly level.
300
What types of metals do we use? And is it hypoallergenic?
Our metals are 14k gold plated brass, rhodium plated brass, 14k rose gold plated brass, and gunmetal plated brass. All of our jewelry is nickel free and hypoallergenic.
300
What should you circle, or highlight, or talk about with each customers receipt?
What is the exchange policy. Especially with color bar and final sale items. The customer should be aware of the policy before they purchase!
400
I am a customer who has lost one of my earrings, you are the associate working with me. What steps do you take to help me, and where does my 1 earring go? (assume we do carry this product in store)
1. Ask to look at the earring, and see if we have it in store. 2. Go and Grab a new pair from the stock room. 3. Help the customer find anything else they may be looking for and style them top to bottom. 4. Use the MPOS to ring their earrings for 50% off. 5. Take their old earring and wrap their new ones up for them. 6. Throw away their earring. We do not damage the earring out because, they bought another pair, it was not an exchange, and you accounted the the earrings leaving the store when you rang them up.
400
What items did we add to our signature line on 1/11/17?
E L L IE E A R R IN G S C O R Y N E CK L A CE E L YS E R I NG B O O N E AD J U S T ABL E R I N G B R Y A NT E A RRI N G S E L AI NA BR A C E L E T C A RL A E A RRI N G S
400
What is a color bar raffle party?
What is a party where the winner is selected from our drawing each week. The winner receives a party for herself and is encouraged to invite 4 friends to join her. The winner receives a Color Bar item of their choice (up to $100 in value) and guest that accompany the winner receive a 15% off discount.
400
What does each letter of WORK IT stand for and what is WORK IT?
W-elcome O- pen ended questions R- ecognize the customers personality type K- eep connecting with the customer and help her find the piece she loves I- ncrease the sale! T- ake it to the cash wrap! WORK IT is our selling technique that goes hand in hand with our zoning!
400
What is the daily jewel and whey is it important tor read before starting your shift?
The jewel is where all of our zones are written down for the entire day, it also contains information about events, and what our selling goal is for each day! If you aren't reading the jewel you may miss out on key information like sales ect.
500
There are 4 associates in the store, it is a slow day at the mall and we are tasking. Stuffing bags, making tags for items on the floor, and cleaning the color bar, and the stock room Your zone is the sales floor and the other associates are at CB, G, and WAM. The customer comes in and is greeted by the G. You keep stuffing your bags. The customer walks around the store and settles near the signature section near the cash wrap. The WAM then comes from the stock room and walks to the customer and begins a conversation with her. What was done wrong in the previous scenario?
Nobody helped or engaged with the customer until, the WAM came out from the stock room. The WAM walked all the way from the back of the store to the front of the store in order to talk with a customer while 3 other associates were in the store. The associates also kept tasking while the customer was in the store rather than stop what they were doing and offer service. The Greater did great however if she had noticed nobody was talking with the customer she should have taken initiative herself and talked with her.
500
When is the mid-spring collection launching and what is also coming out besides jewelry?
March 3rd. Nail Laquer and Nail Wraps.
500
Who are our target audience for KGBs/ partnerships?
Non-profits/ Charities Luncheons jewelry pulls local schools/ alumnae groups businesses bridal and wedding planners bloggers sororities hotels stylists paid sponsorships media
500
What is the type of chain on the Phara and the Elisa necklace, and how long is the chain on the elisa?
Phara- A Snowflake Chain Elisa- Cable chain and is 15"
500
What are closing duties for associates?
Replenish and Straighten floor with visual pictures from the visual binder. Use glass cleaner and clean all surfaces Sweep Dust all Surfaces Clean and dishes Throw away any leftover food or drink Replace all trash-bags take trash to the dumpster Charge fine jewelry vitrine Vacuum Turn music Off Water flowers
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