Show:
All Things CX
Product and Fit
Customer Journey
Zones
Grab Bag
100
What is the best way for a customer to get in touch with CX?
support@everlane.com
100
What were the first shoes Everlane ever made?
Street Shoe and Modern Loafer
100
What are the 6 stages of our customer journey?
Hello, Approach, Determine Needs, Identify Roadblocks, Offer Perfect Solution, Goodbye
100
Name 5 floor zones
Greet, Queue, POS, Returns, Shoes, Fits, Float, Men's Float, Denim, Browse Bar, BOH
100
What does the word "babo" refer to?
The Everlane style of shoe that can be worn stepped down as a mule (design intention) or pulled up to be worn as a shoe
200
If a customer comes into the store having previously spoken to a CX-er about a wrong item, what should you do?
Pick up right where CX left off. Seamless transition. We offer the same level of service in store as online.
200
Which of Everlane's shoes typically run a half size small?
Loafers, Oxfords, Day Heels
200
During which stage would you ask what a customer's typical day looks like?
Determine Needs
200
Does a customer who comes to Everlane only to make a return have to wait in our outdoor queue?
No, they can head in without waiting!
200
Name one of three organizations that our 100% Human Collection proceeds go to
ACLU, Equality Now, Human Rights Campaign
300
What are the 3 categories of retail customer experience?
Transactional, Interactive, Product/Space
300
How would you describe the quality of Everlane cashmere?
100% Grade A Mongolian Cashmere, 2 ply
300
During which stage would you show the customer the two or three best options that you feel will meet their needs, based on what they have described they are looking for?
Offer Perfect Solution
300
You are zoned to shoes. Who should you check in/out with when stepping off to take a meal break?
The Zone Captain (of shoes)
300
Name 3 styles of Women's Cotton Tees
Box-Cut, Crew, V, U-Neck, Open Neck, Square Tee, and more
400
What’s the one ground rule of CX, online and in retail?
Do the right thing
400
What are the 2 types of GoWeave and give 1 example for each
Italian GoWeave: Easy Pant, Classic Blazer Japanese GoWeave: Cocoon Dress, Zip Track Pant
400
You have been helping a customer who expressed that she thinks she is too short for the WLC and doesn't think they look flattering on her. How do you proceed to offer the perfect solution?
Many answers! Bring it back to the garment, commenting on fit and fit intention rather than indulging body negativity from a customer. Avoid stooping and corroborating and spin the situation around to suggest alternative garments due to their fit or fabric.
400

What is the difference between a high and low touch experience?

A high touch experience would be the equivalent of a styling appointment, whereas a low touch experience applies to the type of customer who’s super independent and asks very little of our team.

400
What are the colorways of all of our Women's Denim?
Bone, Light Wash Blue, Mid Blue, Dark Indigo, Stay Black
500
A customer at cash is waiting to pay for a Cashmere Crew. It's tagged for $90 but you check the website and it's listed as $100. How do you proceed?
Offer apologies and inform the customer that the item is mistagged and its true price is $100. If the customer fights back, honor the tag price of $90 and flag to BOH so mistagged items are pulled from the floor and re-tagged.
500
How would you respond to a customer who wants to know more about our denim factory, Saitex?
Saitex is a LEED certified, sustainable denim factory out of Vietnam. They recycle 90% of their water used, build low income housing out of sludge, and now have an organic farming program for factory worker’s meals thanks to this year’s Black Friday Fund.
500
You have been helping a customer in Fits who has been trying on 20 items over the last hour. Once she steps out, she says, "I'm gonna think about it." How do you proceed?
No problem! We don't want to insight negativity, thank the customer for coming in and comment that now she has an idea for sizing and can order online later.
500
What are the primary responsibilities of the Fits Lead?
Manage the Fits queue and keep the line moving with a sense of urgency. The Fits lead is also available to provide styling and fit advice when applicable.
500
When is Dakota's birthday?
October 7