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MAKE SURE YOU
Review all policies and POS procedures with your team. The number of transactions will increase over the next few weeks. They must all be comfortable with the following transactions:
• Gift Card sale
• Gift receipts
• E-receipts
• Processing an employee sale
• Exchanges and returns
• Price adjustment policy
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Review the RUNWAY magazine prior to hitting the sales floor. Make sure you’ve aced the activities and you’re ready to impress the customer with your knowledge of trends and products.
Get to know the products you’ll be selling. Really look at the clothing, touch and feel it, try it on – this way, you’ll be able to speak meaningfully about fit and style to customers
Customer insights are worth their weight in gold; being attentive
to what the customer wants will put you in a better position to help them make well-informed decisions and avoid buyer’s remorse later on
Think of yourself as a living, breathing mannequin – customers
are looking to you to see how the product looks on, how it moves, and how it can be styled. Seeing others wearing (and looking AWESOME!) in the new collection will only entice customers to buy that much more! Use the Art of 3 as a starting point, but also use your product and styling knowledge to build polished cool outfits that inspire our shoppers
Peak periods can be disorienting for customers too! There’s high traffic, loud music, promotions and advertisements everywhere – good, fast, and easy service will help to influence purchasing decisions. Always remember to consider the customer’s needs by asking them open-ended questions (and here’s an extra tip – ask them if they’ve gotten their holiday shopping done for last- minuteadd-on’s!)
Influence our customer by creating a sense of urgency – talk about the buzz around the new campaign and collection, how popular the new arrivals have been, etc. This might impact the customer’s decision to “sleep” on their purchases and could increase same-day sales
E-commerce, Store Order, and Quick Find are your best friendsduring these periods. The new standard is blending the digital and the brick-and-mortar worlds to do what we do best – give the customer everything he/she wants! Think about all the online exclusives that would make great gifts and purchases!
Reinforce the customer’s purchases to them. Validate their choices, compliment their style, and make them feel good about themselves and about their purchases!
Peak periods represent a great opportunity to increase your capture rate. Utilize this period to your advantage by letting the customer know all the great promotions we have, and that they can be the first to hear about them through becoming an RWInsider (the welcome offer and birthday discount don’t hurt either!). Already a member? Great! Make sure you attach their transaction to their personal customer profile – it may take a little more time, but it can only benefit your store and the customer
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