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Day 2Welcome Participants!

September 2008

Shop Direct Group – Day 2

• Basic Order 1• Jargon• 1st Presentation• Wrong Goods Received• Intranet• Sales Review

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Basic Order 1

• Introduction to Thin Client• Log In• Identifying & Verifying the Customer• Customer Tab• Account Tab• Taking a Basic Order

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Introduction to Thin Client

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Log in – Secure Network

• To begin the Log In Process, Sign On to The Secure Networkns.eu.arise.com

• Enter Your Username, Passcode, Select Shop Direct

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Log in – Select Correct Bookmark

• From the Bookmark Listing, Select VDM Web Access 1

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• Acknowledge the Use of Littlewoods IT Services, by Clicking “Ok”

• Enter Your User Name and Password• Select Domain “RETAIL2U” From the Dropdown Menu

Log in – IT Terms and User Information

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Log in – Access Connect / Use of Group IT Facilities

• On the Access Status Box, Click “Connect”• When the Use of Group IT Facilities Box Open, Click “OK”

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Log in – Re-Opening the Application

• Select the “Start” Menu• Click on “Programs”, “Startup”, then “Connect PRODUCTION”

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Log Out of Connect

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Identifying & Verifying the Customer

• Review how to:– Take a Call– Input a Customer’s Details– Validate a Customer– Email Capture

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Take a Call

• Based on the Screen Below:– How do we begin every call

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Input a Customer’s Detail

• There are 3 ways to access and account, what are they?

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Validate a Customer

• Validation will differ depending on How the Account was Retrieved. What Must be Verified on Each Method?

• Account Number• House Number & Postcode• Telephone Number

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Email Capture

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Email Address Capture

Updating Opt in/out

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Email Capture - Bounceback

• To help improve our sales, we want the ability to send details of our latest offers to our customers by e-mail.

• To allow us to do this, we need to capture accurate email addresses from our customers and obtain consent to send them offers by email.

• The above prompt will show on entry to the Product Selection Screen.

• Just click ok – you do not read this message to the customer

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Email Capture – Information Box

• Once you have completed the order on the Order Summary screen, the message below will be displayed.

• When the message is displayed, you should read the first line of the prompt:

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Email Capture - Options

• No Email Address

– Where the customer confirms they do NOT have an email address, you would NOT proceed with the remainder of the message. You should just select the ‘Offered’ button.

• Email Address

– Where the customer confirms they have an email address, you should give the remainder of the on-screen message.

– “Would you be happy to receive marketing offers from ourselves by email? This may include our latest discounts, special offers and sales”.

• Address NOT Provided

– Where the customer confirms they have an email address, but do NOT want to give the details, you should not proceed with the remainder of the message. You should just select the ‘Offered’ button.

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Email Capture – Address Provided

• Where the customer has an email address and is happy to provide the details, you should select ‘Offered’ on the prompt and then ‘UPDATE CONTACT’ from the activities menu within Customer Updates.

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• Simply key the address in the ‘Email’ box and then confirm it with the customer.

• Once updated click on ‘Save’

Email Capture – Address Provided (Continued)

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Email Capture – Opt Ins/Outs

• Where the customer either accepts or refuses to receive marketing offers by email, you should update the customer’s contact preference within ‘UPDATE OPT INS/OUTS’

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Email Capture – Marketing Offers

• Where the customer either accepts or refuses to receive marketing offers by email, you should update the customer’s contact preference. You should select ‘Marketing Offers;

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Email Capture – Marketing Offers Opt in or Opt Out

• Once ‘Marketing Offers’ has been selected, the screen below will be displayed. You should then select either ‘OPT IN’ or ‘OPT OUT’ as appropriate.

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Email Capture – Update Button

• You must click on ‘Update’ to save the changes.

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Email Capture - Completion

• You will then be routed back to the CUSTOMER TAB, and can now exit the account as normal procedure.

thank youany questions?

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Customer Tab

• With in the Thin Client, Click on the Customer Tab to see the following:

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Customer Tab – Change and/or Amend

• Change or Amend a Customer’s:– Address– Date of Birth– Contact Information

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Customer Tab – Update Address

• Update an Address:– What Steps Do You Take?

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Customer Tab – Update Customer Name and/or DOB

• Update a Contact/DOB:– What Steps Do You Take?

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Account Tab - Littlewoods

• Let Us Review the Information Found on the Screen Below!

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Account Tab – Littlewoods Direct

• Let Us Review the Information Found on the Screen Below!

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Taking a Basic Order

• Let Us Talk About What You Ask, and How You Navigate this Screen.

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Jargon

• Impressions are Lasting

• Always Relate to the Customer in a Professional Manner

• Never use Slang Terms

• Always Address a Customer Properly

• Never Tell Jokes or Get too Personal

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1st Presentation

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Objectives

• To improve customer retention & deliver incremental sales through a Top Shopper Programme that makes customers feel truly valued & special.

• To create a scheme that lower spending customers will aspire to & will proactively change behaviour to gain entry.

• first* was launched in March 07.

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Introduction

There are 2 levels within the first programme.• First • First*

PromotionThe status of first and first* is promoted by mailings sent to

customers by telemarketing outlining details of first and first* and how they can achieve the status to receive the benefits.

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Difference between first and first*

• first and first* customers share the same membership scheme and in most cases, they receive the same mailings, benefits and services.

• However, first* customers have historically received the following improved commission offer:

• first* customers receive commission on all purchases, including Financial Service products and sale items

• first customers only receive commission on items purchased, excluding Financial Service products and sale items

As a result, first* customers are flagged differently on Connect and

the system automatically applies the improved commission

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Benefits• first* for news

– first to receive new season books, brochures & sale stock

• first* place– first to receive BNPL offers, promotions & prize draws

• first* class service– free phone numbers, calls answered by dedicated adviser

team, providing a more personal service with limited transfers to other teams

• first* online– access to exclusive product stories, special offers &

competitions

• Extra Special Touches– Chocolates/flowers/wine to celebrate ‘special’ Birthdays &

Anniversaries– Christmas Hampers for the very best customers

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Criterias

• Selection Criteria

To qualify for free first* membership, customers must order and keep £1400 worth of goods in 2 or more orders from January to December.

first* customers will receive a welcome pack at the start of the programme

• De- selection Criteria.

In September, October, November and December, first* customers are mailed detailing the value in goods that they must order and keep to retain first* for the following year.

If first* do not meet the spend threshold, they will be de-selected.

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Wrong Goods Received

• Have You Ever Ordered Something, and Did Not Get the Right Item?

– How Did It Make You Feel?

– Did You Ever Order From that Company Again?

– Did You Discuss This With Friends or Family?

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Wrong Goods Received – Actual Statistics From 2007

• Last Year over 126,000 Wrong Items Were Delivered

• Think of the Poor Impression Our Customers Had

• In Addition It Cost the Business Approximately

£771,000.00

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Wrong Goods Received – Thing To Do to Reduce Errors

• Confirm The Description Before Asking for Colour and Size

• Make Sure to Read to the Customer Local Messages– This May Effect the Customers Decision– Failure to do this May Have Legal Implication Regarding the

Trades Description Act

• Always Use the Phonetic Alphabet When Confirming Catalogue Numbers

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Intranet

• Access the Intranet by clicking on the Internet Explorer Icon Once Connected Securely to Shop Direct

• Your Instructor will Demonstrate This Process

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Sales Review

• Rapport Building• Open Ended Questions• Close Ended Questions• Probing Questions• Listening and Paraphrasing• Features• Benefits• Close the Sale

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Rapport Building

• To build rapport is to establish a positive connection, show genuine interest, actively listen, probe, provide excellent customer service, and treat the customer how you want to be treated.

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Rapport Building – Helpful Hints

• Here Are a Few Techniques You Can Use To Build Rapport on Your Calls– Write it Down– Be Curious– Give the Customer Your Total Attention– Actively Listen– Tell the Customer ‘Why’– Use the Customer’s Name– Let the Customer Speak– Use Your Voice

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Open Ended Questions

• An “Open-ended” question is used to invite the customer to open up and give general information. This type of question should be used when you’re looking for a reason behind a problem or the needs of a customer.

– “What interests you in this particular item, Mr. Olsen?”

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Close Ended Questions

• A “Closed-ended” question is used to uncover specific information about the customer needs. These can be answered with one word or a simple sentence.

– “Do you want it in Red or Black?”

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Probing Questions

• Probing questions are effective if the answer to an open-ended question did not supply you with enough information.

– “What was it about your last kettle didn’t like, Mrs. Jones?”

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What is a Feature

A feature is a characteristic or a quality of a product.

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What is a Benefit

A benefit is the value or importance of that feature.

It is something that aids someone. A benefit is what the product or

service does.

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What about Features and Benefits

Features Describe the Product/Service & Benefits Sell the Product/Service

• .• Present the features and benefits of a product or service

based on the customers’ needs on every call

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Close the Sale

• Make the Closing relevant

• Create a connection between the product or service and your customer

• Get to the point

• Be animated

• Believe in the products and services you are selling

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Questions & Answers

• What Questions do you have?

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Next Steps . . .

• Complete the Following Modules on Arise University– SDG – Module 05 – Basic Order 2

• Sections– Product Selections/Orders– Delivering to an Alternative Address– Cross Sales– Financial Services Cross Sells– Order Summary Tab– Add On Sells

• See you in the next Web Cast Session

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