OUR PROMISE
What is the Lindt Promise?
Every customer leaves our shop with a Chocolate Smile and a bag full of Lindt enjoyment.
What are the ingredients for the spirit of "We are Passionate"?
”We Energize” & “We talk the language of Chocolate”.
What are the ingredients for the spirit of "We Share our Expertise"?
"We listen to understand" & "We help you decide"
What are the ingredients for the spirit of "We Engage"?
"We Build Rapport" & "We Create Loyalty"
What are the 2 Joy of Gifting approaches?
Who, who, you
You, you who
What are the 3 customer behaviour types?
Give me time, for now.
Assist me!
Let’s Shop.
How do we demonstrate the ingredient of "We Energize"?
Positive body language.
Using a power pose.
Solving difficulties positively.
How do we demonstrate the ingredient of "We Listen to Understand"?
We use our E.A.R.S.
How do we demonstrate the ingredient of "We Build Rapport"?
Personal Space, Eye contact, Pace & Matching & Mirroring
OPEN VALUE
How do we stimulate the senses?
SIGHT: You taste what you see.
SOUND: You taste what you ear.
TOUCH: You taste what you touch.
SMELL: You taste what you smell.
TASTE: The art to eating chocolate.
What is the best approach for a "Give me time, for now" shopper?
Make the customer feel comfortable. Spotting the signs they give us and responding to them.
How do we demonstrate the ingredient of "We talk the language of Chocolate"?
• Using Passion words.
• Using expertise words.
• Product zone personalities.
What does E.A.R.S. stand for?
Encourage
Ask Questions
Reflect
Summarize
How do we build loyalty?
Genuine smile, thank them, re invite them, offer a tailored farewell, walk them to the door, entice them with new product launches, My Lindt Reward
What is the best approach for an "Assist Me!" Shopper?
We need to be fast and efficient but not afraid to be confident with them too!
What are some examples of PASSION & EXPERTISE words?
PASSION: Snap, Crinkle, Glow, Festive, Happiness, Love, Friendship, Shiny, Delicious, Handful, Pleasure, Joy Delight, Gift, Bliss
EXPERTISE: Improve, Gain, Unique, Value for Money, Reduce, Exclusive, Increase, Guarantee, Save, Consider, Promotion
How do we demonstrate the ingredient of "We Help you Decide"?
Guide them
Offer additional products
Close in different ways
What does this icon represent?
"Give me time, for now" customer
What is the best approach for a "Let's Shop" customer?
Enjoy encouraging them to shop the whole store, however, we need to be able to serve others whilst they are engrossed.
What are the steps of "Positive outcomes the Lindt way"?
Draw upon our spirit – We are passionate, and we want to engage with our customers. Take a breath, smile or look concerned depending upon the customer’s facial expressions.
Explore the customer’s concern – Listen to understand. Let the person talkwith no interruptions. The real issue is often not immediately stated sometimes, it’s hidden and takes time to surface.
Clarify – The issue and what the best outcome would be for the customer.
Solution - Remain positive and do what you can within our policies.
• Close – End on a positive note. People who have complained can become great Lindt brand advocates.
What is an open question?
These are the 5 “W’s and 1 “H” –
What, When, Who, Where, Why and How.
What does this icon represent?
"Assist me!" customer