All about Sephora
Sephora opened it's first store in the U.S. in what year?
What is 1998
What are the 3 behaviors to GET your Client
Greet Clients, Get their Name, Get why they have come in
What are the 3 behaviors that will help your to GIVE your client a memorable experience?
Active Listening, Creating Excitement, Using Digital Service Tools
What are the 2 behaviors of Teach?
Teach clients about their concerns or goals, explain products using What, Why, How
What are the 3 behaviors to focus on with SELL?
Tie back statements, Adding On and Transition Statements to Multi-world
What are the 2 Sephora Loyalty Programs?
Beauty Insider
Sephora Credit Card
Besides what your verbally say in your greeting to clients what other ways can you demonstrate a friendly and inclusive welcome?
Smile, wave, Smize, enthusiastic tone of voice, and open body language
How do you show a client you are listening to them?
Paraphrase or summarize what they said
Why is Assist & Apply an important technique to use with every client?
Allows clients to try on a product before purchasing
What is a Tie Back Statement?
Statement used to tie back the product to the client concerns or goals
What do you need to make sure you do before you leave your store at the end of your shift?
Let your manager know it’s the end of your shift when you’re done helping clients.
• Gather your personal items.
• Check the schedule to know when you will be coming in again.
• Have your manager do a personal item inspection.
• Clock out.
How can you respond to a client that tells you "i'm just looking"
Get and give names and let the client know you are available when they need you, share any promotions we have, find out if they are a Beauty Insider, let the client know you will check in on them, reapproach
Give 3 benefits of our Beauty Insider Program
birthday gift, access to promotions, point multipliers, free shipping, access to past purchases
What are the 3 components of SAM?
What is "Stripe, Ask, Match"
How can you introduce a complementary product if your client is buying Glow Recipe Dew Drops?
Use a tie back statement to introduce complementary product ex: "Since you mentioned"
Who is the President & CEO of Sephora Americas
Artemis Patrick
Open Ended questions begin with what words
What is who, what, why, where, when and how
How does using a Digital Service tool elevate the client experience
What is "Makes the client experience personalized and fun"
If you are not familiar with a product, what can you do so that you can still share what, why and how?
Use Digital tools, look at product packaging, ask a peer or connect with a brand partner if applicable
What is a transition statement?
Statement used to transition a client from one world to another and generally will include a tie back statement
Name our Five values
What are Welcome all to the World of Beauty, Lead with Passion & Heart, Imagine Fearlessly & Make it Happen, Grow Together Win Together, Inspire Uplift & Celebrate
Give an example of an open ended question you will use to engage a client looking at a moisturizer in skincare
Example
How can you explain to a client the benefits of a skin scan?
"Share that it's exclusive technology that provides you a skin analysis and shade match personalized to you and your needs plus we can save it for future reference!"
Give an example of a What, Why, How statement you would use to TEACH a client about a Caudalie product you learned about this week?
What: Caudalie Resveratrol Lift serum that visibly firms and smooths
Why: Because you expressed concern with loss of elasticity 3x more effective then retinol
How: Apply AM and PM after cleansing and before moisturizer.
Your client came in to pick up a couple of new makeup products for a friends wedding. What MW product would you add on? Give a transition statement to take the client to that world
Example