Zone Love
The tasks we do everyday before opening and after close.
What is musties?
This simple greeting combo shows a guest, “I see you and I’m glad you’re here.”
What is smile and wave?
Bags, coats, strollers, and armloads of merchandise can become a burden. This Joyville practice removes those barriers so guests can shop comfortably.
What is Eliminate Burdens?
Someone is ready to checkout, you give them a _____ at cashwrap.
What is an unforgettable checkout?
A guest keeps gravitating toward a particular style. Instead of simply handing them another item, the JoyMaker uses that clue to build a complete look and includes one unexpected piece.
What is “Styling with Intention”?
Two JoyMakers leave the zone at the same time, and a guest is left wandering alone. What standard did they just break?
What is the 60 Second Standard?
This greeting skill shows a guest they have your full attention by stopping, turning toward them, and connecting with their eyes.
What is eye contact?
You should introduce yourself first, ask for the guest’s name, remember it, and use it again before they leave.
What is the name exchange?
A guest wants to return a markdown item and seems disappointed when told they can’t. The JoyMaker explains the policy warmly and confidently rather than apologizing, hesitating, or making an exception.
What is kind clarity on returns?
A husband comes in for a gift and has no idea what to get, you help him and find the perfect gift.
What is “gathering gifts”?
You’re busy with your back turned, completely unaware of who is in your zone. According to Zone Love, what problem could this create?
What is creating an opportunity for theft because you aren’t actively hosting your zone?
After welcoming a guest, you tell them about ___ going on in your zone.
What is Zone Happenings?
A customer comes in, and you greet them, so you proceed to offer ____.
What is a drink?
A guest asks whether an item is available at another location. The JoyMaker isn’t certain, so instead of giving their best guess, they use the appropriate Joyville resources to confirm the answer.
What is a joyful resource?
A guest wants an item that isn't on the sales floor. Instead of saying they don't have it, the JoyMaker checks the back, searches other locations, contacts the Buyers if needed, and records the guest's information so they can follow up when it arrives.
What is “getting to a yes”?
A custie loves a Gather Goods necklace, and is not available for special order, she will be added to the ____ that lives on the _____.
What is Call List and Listening Line?
This is the three-part goal that tells you how long to pause, how close to get, and how quickly to greet a guest after they enter your zone.
What is 3-10-10?
You are talking with a customer, so you avoid discussing ______________.
What is Money, Religion, Politics, Partying, Work, Personal Stories?
A customer is shopping and she is wearing a dress, but is pulling only tops, you should ____.
What is pulling a bottom to go with the tops?
A guest comes in asking for items made only from cotton or natural fibers, you know was to pull because of having ___.
What is “passion for products”?
A guest just bought the last item from a display, leaving a giant empty hole in your zone. You should ____, but a guest walks in so you also need to ____.
What is restock the hole immediately to keep the zone visually excellent and drop the task within 2 seconds to focus on the guest?
A guest walk in on the phone so you use a ____ once she gets off the phone you would give a ____ .
What is a Smile and Wave and Swell Greeting?
A guest has been browsing quietly for 15 minutes. A JoyMaker starts asking open-ended questions about their weekend, hobbies, and family, but the guest gives short answers and keeps looking around. They are showing a ____, so you ____.
What is “let me be vibe” and respect their space?
A customer wants to start a fitting room, you should _____, _____, & _____.
What is get it started, make all hangers face the same way, and pull complimentary items?
A guest comes in for a special occasion outfit but has a long list of do’s and don’ts that she wears, you should _______, but you also see something outside her comfort zone so you ____.
What is listen and pull pieces based on that and pull the item but show her how to make it her style?