Greeter
What is the Greeters role?
Inform customer about promotion
Direct a customer
Create a welcoming environment for all guests
What is our MWTS weekly Goal?
3% of weekly business
Example:
Sales Goal is $100,000
MWTS is $3,000
In what order are the 5 C's.
Create, Connect, Convert, Confirm, and Continue.
When you see someone waiting outside the fitting room, what is the first thing you should do?
Acknowledge the customer, and compliment their items.
What are some of the customers benefits when enrolling for Polo Connect?
Customer profile used to reference purchase history for recommendation
Ability to look up receipts for reprint, gift receipt printing, and returns
If customer is opted-in, they will receive marketing information around product, events, and promotions
Which of the 5C's do we utilize as a greeter?
Create and Connect
What services do we offer within MWTS?
Phone Order (Delivery/Curbside Pick Up)
Virtual Appointment
Private Appointment
What two 5 C's do we use at POS?
Continue and Confirm
After someone has entered the fitting rooms, how many minutes after are you required to check on them?
3 Minutes
What are some of the Store Benefits for Data Capture?
Ability to reference a customer's receipt to assist with transactions
Supports in customer outreach and follow up needs
Supports marketing initiatives which drive foot traffic to stores
What should you always do when see a customer?
Always acknowledge and smile to the customer!
Be Mindful of your body language!
You want to portray positive energy!
You are the first impression the customer has of the company!
What is our extended goal for MWTS?
Example:
Sales Goal $100,000
MWTS Goal $15,000
What three statements do we utilize in "Connect" to engage with the customers?
Merchandise, Social, and Service Statements.
While overseeing the fitting room it is your job to "Build the Basket" in order to increase our UPT. In what way do we do this?
Give additional product suggestions that compliment the items the customer has selected.
What are the Data and Marketing Benefits?
Accurate customer data provides dependable customer analysis
Visibility to customer shopping behavior to support business decisions and provide customer with targeted marketing
Targeted marketing through events and product suggestions
What type of question should you ask a customer when trying to engage in a conversation?
Open Ended Questions, meaning they can't respond with a yes or no.
Example:
What brings you in today?
Who are you shopping for?
What is AOS?
Associate Order Service
A program where you can order directly from RalphLauren.com for the customer in store.
*Store now receives credit
Escort or direct a customer with an open hand to a fitting room.
Continue to offer genuine interest in the customer.
Utilize reflective listening to ensure the experience is tailored to the customers dreams.
What are some expected tasks while operating the fitting room?
"Go Backs" which must be completed by the end of your shift.
Cleaning and disinfecting any and all used fitting rooms.
Customer Service, and Standards.
How should you ask a customer for their email at the registers?
Refrain form using a "yes" or "no" question.
"What email do you use when shopping with Ralph Lauren? and Address?"
When and Where should you catch your greet?
As soon as the customer enters the building/ your zone and wherever you are zoned!
If a customer is price sensitive what program could we offer?
Klarna is a save now pay later program where the customer is able to use a virtual credit card and pay it later in 4 easy payments.
When "Connecting" with a customer what are the Polo Ralph Lauren Standards?
Observe customer behavior and customize & vary connecting approach.
Utilize Open-Ended Questions with NOW customers.
Utilize Merchandise, Social, or Service Statements with LATER customers.
Which of the 5 C's do we exemplify in the fitting room?
Connect and Convert
If this is a customers first time shopping Polo Ralph Lauren how would you enroll them in our system at the register? (Talking Point)
"Oh wow, I'm so glad that we could host you in our store today. I hope you had a wonderful shopping experience! What is your email and address?"