S - Seek
What behaviour/motion is associated with S in SERVE
Moving towards a member
Aside from a verbal greeting how can we engage our members?
Smile, pleasant open body language, eye contact.
To gain general information and get the member's "story" what kind of questions are most effective. Provide an example.
Open ended questions.
What brings you to the Cycling Dept today?
Is there something I can help you find?
How do you plan to use the stove?
Name Bike Services that can be offered during the Validate Step
Bike Fit - regular or advanced
Bike Repair
Basic or Advanced Service
How do you Thank the member and invite them back when working in Footwear?
"I encourage wear your shoes/boots around the house, if you find that you are not happy with the fit, you can bring them back to exchange for another size."
If a member is trying to decide between 2 sizes, offer that members may purchase two pair and return one pair...
Thanks, I hope those work out for you, see you again.
When doing a housekeeping task (eg. signage, zipping jackets, size curving) how do you ensure that you are able to seek and engage each member?
Stay "heads up", prioritize Seeking over tasking.
Don't rush past members with eyes focussed on where you are going, meet each member with a smile and welcome
As you start a conversation with a member, aside from a welcoming greeting what can you say to engage with a member?
Position how you can help
I can help you fit a pack today?
Do you have any questions about that Stove/Pack/ Jacket?
Can I help you find anything?
Once you get the member sharing their story what are some ways to ensure understanding and find the correct answers (what tools exist to find answers).
Actively listen
para-phrase back to them
Answer the members questions in a timely fashion
Uses resources appropriately to find answers: MEC.CA, AS400, other experienced staff, signage to find accurate answers
Name three Clinics that can be offered to support members who want to camp or backpack.
Parks Canada "Learn to Camp" (some Sundays through out the Summer)
Map and Compass (Saturdays)
Backcountry 101 (Saturdays)
How do you Thank the member and invite them back when working in Packs?
Once you have Engaged, Reviewed with a member and found/fitted a pack for them, encourage a member to take the pack home: try it out, load it, carry it around the house, practice packing for their trip. If the pack doesn't work well for them, they are welcome to return the pack and we will support them in finding a more suitable pack (exchange or refund).
Name three signs of open body language
Warm smile, Arms relaxed, not crossed or behind back, Eye contact, Nod, look interested, Feet facing the member....
How do you "break the ice" and Engage with members in the Kids Department
Smile, interact with the kids, comment to the parents, offer to get a basket (if member's hands are full). Offer to get product
As you complete the Review stage and begin to Validate how do you ensure you are presenting the appropriate product choices to the member.
Ask some closed ended questions.
Actively listens to our members needs
Position multiple solutions that would fit members needs, let them choose
Features and Benefits
Serve a member who is looking for a stove part that is not on the sales floor/out of stock in NVN.
Check with MSD whether we have the part.
Look up SKU and availability in AS400
Arrange for an OMNI-channel order.
At the end of each cash transaction, how do we END the conversation.
Include: Thanks and an invite to return. Be genuine.
It can be simple, "Thanks (smile), Hope to see you again".
Bonus marks: to support Validate we could ask "did you find everything you were looking for today?"
Name three signs of closed body language to avoid,
Arms crossed, looking past the member to the next thing you want/need to do, don't look like you are rushing, Arms held behind the back (like a security guard)
The member is hovering around your favorite product, how do you Engage?
show enthusiasm for the product, use positive language, offer assistance, tell the member about your favorite feature.
"I love the jetboil, do you have any questions? I love the fuel efficiently
Provide 3 Features and 3 benefits of RAD pants.
Cargo Pockets/ Storage (fit your Sony discman)
Cuffs/see your feet,don't let bugs in
Adjustable waist belt/comfort, pants stay up, good fit
Gusset/ range of movement
What question should we ask each member when completing the Validate step?
Is there anything else that you are looking for today?
Do you have everything you need... for your travels? to prepare for your Race? for this weekends camping trip?
If a member purchases a Bike, what are some services that we should invite them back for?
Bike 101
Bike Fit
Bike Services