Page 49 - FINAL PEAK PERIOD PLANNER 2018

Fitting room dialogue
It is essential to maintain the dialogue in the fitting room. It is in the fitting room that the employee-customer dialogue becomes even more personal. Ensure that someone is always assigned to oversee the fitting rooms in order to effectively respond to customer needs and staying organized. The fitting room is also a great place to upsell to customers.
For example, if she’s trying on a dress for her company holiday party, suggest any accessories (jewelry, scarf, shoes, handbag, etc.) that might compliment her outfit. It is important for the employee assigned to the fitting room to continue the exchange between employee and customer by providing assistance, advice, suggestions, upselling add- on items, and sizing.
*Please note that if a customer does ask for a different size or any add-ons, the assigned associate should ask a fellow teammate on the
sales floor to retrieve the items needed. Another option is to assign an associate to be a “runner”. This associate is tasked with cleaning, restocking, gift wrapping, retrieving sizes or other items for the fitting room, covering breaks, etc.
Make sure to keep the associate assigned to the fitting room on rotation in order for them not to lose their momentum.
Shop in shop:
online exclusive items
This year we’re also putting an important focus on leveraging our online exclusive items as we move into an omnichannel world.
Shop in Shop is an amazing concept that allows our online customers to browse exclusive items online, come in-store to try them on and order them on the spot! As well, our direct channel customers will be able to see what other colours, styles, and sizes we solely offer online.
We’re channeling the concept of “showrooming” in a selection of our stores. The shop is an area of our stores designed to allow customers to try and test our products in their purchasing journey and allow them to get to know our online exclusive products better, with the understanding that the final purchase transaction will take place online.
BEING A GREAT FASHION STYLIST
IMPROVING TEAM PRODUCT KNOWLEDGE
49