Holiday Madness
What should you do when completing and sending an SOS order?
1. Verify that the correct shoe is being shipped
2. Verify that the correct gender size is being shipped
3. Remove NON branded tags/stickers (Journeys sales tags, price stickers or exclusive tags come off)
4. Sign and place hand packed card in the box
5. Ensure all SOS orders are completed before close
If we don't have a size for somebody what should you do?
2. Offer a gift card
3. If possible, offer the opposite gender version in the converted size
4. Bring them something similar and be excited about it!
5. Remind the customer of the return/exchange policy and offer them a gift card
What's worse then ordering a shoe and it coming after Christmas?
Ordering a shoe and it coming in the wrong size
Make sure you verify that you are sending the correct size when doing an SOS order!
35%
Customers are shopping for Christmas presents, bringing out more than one shoe can spark their interest in getting another shoe for someone else they are shopping for... TWO TO THE ZOO
Toddler 2-10
What are the 6 MSB's I expect to see during holiday?
1. Greet the customer
2. Engage the customer
3. Seat the customer/go grab their item
4. TWO TO THE ZOO!
5. Build the Sale
6. Always be Closing
Why do we strive for 5 No's?
It shows us what the customer likes and dislikes without straight up asking them what they like and don't like. Takes a broad question and narrows it down.
What's worse than being in a busy store during holiday?
Not getting help or getting an attitude from and overwhelmed associate!
DO NOT MAKE A CUSTOMER ASK YOU FOR A SIZE, MAKE SURE ALL CUSTOMERS ARE TAKEN CARE OF ALL OF THE TIME... ANY COMPLAINTS FROM CUSTOMERS WILL RESULT IN A WRITE UP!
What is our return policy?
365 days with a box and receipt and unworn
Childrens 11-6
Who are the four people you should go to with questions during our Holiday season?
1. Leighann (been through 2 holidays)
2. Hailey (been through 2 holidays)
3. Jeff
4. Karaline
Why do we bring socks and accessories to the floor instead of pitching them at the counter?
When a customer makes a decision at the seat about a pack of socks or a cleaning kit, it is more thought out. If they make the decision at the counter it is impulsive and they might later regret buying the product and return it.
What's worse than shorting a customer change?
Why do we redisplay shoes as soon as well sell them?
To make sure that all of our styles are on display and available for customers to request a size for.
Also so our floor looks full and stocked to draw customers in.
Which of these brands do we not carry?
1. Teva
2. Sanuk
3. Sorel
4. Bear Paws
5. Hunter
Bear Paws
How are we going to be running the floor during holiday?
Blue zone- middle of store
Brown zone- back by registers2 people in each zone at least!
Before heading to the back to grab a shoe, what should you do?
Scan the floor and make sure every customer is being helped and there is nothing else you could/should grab when in the back.
What's worse then opening a box with two left shoes on Christmas morning?
Waiting in a lengthy post holiday line to get what you should have gotten in the first place!!
CHECK YOUR SHOES! YOU WILL GET WRITTEN UP FOR THE CUSTOMERS INCONVENIENCE!
What bills need to be checked every time we accept them?
$50
$100
You are looking for an Ugg with the stock number 896514. Is this a male or female Ugg?
Male! Female Uggs start with 581
What is the last day we can order something and guarantee delivery before Christmas?
12/17
What is the most important thing you could do during holiday to bring customers in and give them the best experience possible?
Be excited, smile and be jolly and bright! Treat every customer like a long last friend and match their energy.
What's worse than somebody trying to use a fake bills to pay for their shoes?
That person getting upset when you tell them its fake! Never tell a customer their bill is fake, just ask for another form of payment.
What is the average loss per store in damages according to last years results?
$413
CHECK YOUR SHOES!
New Balance