MEMBER SERVICE GUIDE OUR PRODUCT
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TEAM MEMBER SERVICE GUIDE
Transcript of MEMBER SERVICE GUIDE OUR PRODUCT
TEAM MEMBER SERVICE GUIDE OUR PRODUCT
OUR PRODUCT
OUR SERVICE
OUR TEAM MEMBERS
OUR CUSTOMERS
OUR PRODUCT
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CONTENTS
OUR STORES
TRURATING42
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FOOTWEAR
APPAREL
CASH DESK
OUR SERVICE
OUR SERVICEJD prides itself on the Customer Service we offer in store.
Our service is what will be remembered the most from a customers’ visit and this is what will set us apart from our competitors and makes us the Unrivalled sports fashion retailer on the high street.
Customers MUST take priority over everything, regardless of all the other day to day duties that you may perform.
By sticking to this principle, our customers will spread the word to friends and relatives about their positive experiences.
Customer Service is the single most important aspect of your role and will ensure that the business continues to be successful.
Offering excellent Customer Service will drive key performance indicators in your store. These include:
• Conversion rates Conversion rate is the percentage of customers entering our store that makes a purchase.
• Average Transaction Value (ATV) Average Transaction Value is the average amount of money a customer spends. Outstanding service will help to increase this by encouraging the customer to purchase additional or complimenting items.
• Units Per Transaction (UPT) Units Per Transaction is the average number of items a customer purchases in a single transaction.
Remember.......
Customers must take priority over everything
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OUR TEAM MEMBERS
OUR TEAMMEMBERS
WHAT DOES IT MEAN TO BE A JD TEAM MEMBER? The JD team spans over 15 different countries across the globe. As a member of this team you are a representative of the JD brand to our customers.
Every single one of you is seen by our customers as an embodiment of the values held by the business.
WHAT IS EXPECTED OF YOU? You are expected to remain professional and polite to our customers at all times.
Remember - The customer must always come first, regardless of any other tasks you may be undertaking. If a customer has a question, you must always make yourself available and contribute towards providing an answer to any queries.
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LOOK AFTER YOUR APPEARANCE Before you say a word, customers will form an opinion of you and JD as a whole based upon your appearance.
Ensuring that you and your uniform are clean and presentable will put customers at ease and provide you with the confidence to offer excellent service.
DON’T CHEW GUM When on the sales area, customers may approach you at any time. In order to maintain a professional appearance, you should ensure that you do not chew gum in the sales area.
KEEP A POSITIVE FACIAL EXPRESSIONProvide a friendly smile. This may be the 100th customer you have greeted today, but this is the first time they have entered the store.
Make the customer feel welcome.
SPEAK TO CUSTOMERS IN A POSITIVE TONEThe way you talk to the customer is also very important. If you present yourself as irritated or distracted, the customer will rightly be put off.
You are there to help. The customer should have no reason to doubt this.
MAINTAIN GOOD POSTURE The way you stand is an indicator of your mood and your readiness to serve our customers.
If you slouch or have your arms folded, this could put the customer off asking for help, potentially costing the business sales.
OUR CUSTOMERS DESERVE THE BEST VERSION OF YOUExcellent service starts with first impressions. You must always consider:
• The way you look• The way you speak• The way you stand
These things all influence a customer’s impression of you and JD as a whole. Excellent service begins with YOU.
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OUR CUSTOMERS
OUR CUSTOMERSWhen a customer enters your store or department ask yourself ..... Who is the customer?
Expectations of a customer will vary, some will know exactly what they want and expect quick and efficient service. Some however, won’t know exactly what they want and this is where YOU can make a real difference.
As a rule, our customers usually fall into 1 of 2 categories... CORE or MARGINAL.
CORECore customers shop with us on a regular basis, they know what JD is all about and are familiar with our stores... They know where to find what they want!
MARGINALMarginal customers usually want a little more information and expect you to be able to deliver this.
A Marginal customer may want a product but are prepared to shop around and purchase from a retailer that provides the best service, the one that stands out!
To promote brand loyalty, we must ensure that we do not lose the opportunity to demonstrate our commitment to excellent customer service. Promoting loyalty creates customers who buy more, speak highly of their experience and recommends us/you to others.
You Can’t Buy Customer Loyalty But You Can Earn It!
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What do we already know about Marginal customers? • Marginal customers are not frequent visitors.• They may well be visiting JD for the first time.• Marginal customers WILL need your help.• Often a Marginal customer will be looking for something specific, often buying gifts
for others.• They are more likely to request further details about your product.• They are more likely to want to engage in conversation.• Marginal customers often spend more per transaction.
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It is vital that we follow GOALS principles when serving Marginal customers.
How would you GREET a Marginal customer?• Polite.• Positive and friendly.• Welcoming.• Use an appropriate verbal greeting.
Marginal customers are to be greeted more formally..........
How would you OBSERVE a Marginal customer?• Exactly as you would a CORE customer.• Keep a respectful distance whilst maintaining visibility.• Look out for buying signals.
Remember a Marginal customer WILL need your assistance.
HELLOHELLO
SIR/MADAM
GOOD MORNING/
AFTERNOON
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IS THE CUSTOMER
LOOKING AROUND
FOR A TEAM MEMBER?
HAVE THEY BEEN HOLDING A PARTICULAR
ITEM FOR A LONG PERIOD
OF TIME?
IS THE CUSTOMER
REACHING FOR A PRODUCT?
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your customers needs.
• Ask open questions to ascertain exactly what the customer wants.
• The more information you get the more likely you are to get it right.
As a result of the fact that they may not be buying product for themselves (although they may), Marginal customers are often more open to suggestion regarding alternatives if the product they are looking for is not available......
WHO ARE YOU BUYING
FOR?
WHAT IS IT FOR?
WHAT BRANDS DO YOU/THEY
LIKE?
Once you have asked all the right questions, LISTEN to the Marginal customer and serve them.• Remember a Marginal customer is relying on you to assist and will place their trust in
you.• You will probably have to take a little more time with a Marginal customer. Be patient!• Quite simply do everything you can to assist and make their experience memorable for
all the right reasons.
COMPLAINTSIf a customer wishes to complain about a product or your store, you will need to bring this to the attention of the most senior member of the management team available.
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OFFER ALTERNATIVESMarginal customers will be more likely to want to leave your store having made a purchase. Therefore, if the item they are seeking is not availbale, remember to offer a viable alternative whilst adopting the correct tone. e.g.
“We don’t stock this type of jacket in the Berghaus range, but there is a similar style made by The North Face. Would you like me to get this for you?”
“Unfortunately we don’t have this in a size 9 but they are small-fitting. We do have a size 9.5. Would you like to try?”
KIOSKSIf no physical alternatives are available, please ask the marginal customer if they would like to check for an alternative via the kiosk e.g.
“We currently don’t have that specific item in stock, would you like to check the kiosk to see
if we can order it for you?”.
COMPLIMENTARY/ADDITIONAL ITEMS Marginal customers are often more receptive to suggestions regarding complimentary/additional items. Consider their purchase. Is there a matching top to the joggers they are buying? Are they buying footwear? They may be interested in buying some Crep Protect to go with it.
RETURNS POLICYMarginal customers may require reassurance and clarification regarding our returns policy, in the event that the product they are looking to purchase is not suitable.
Please ensure that, if questioned, you provide this information accurately and clearly.
When you Serve Marginal customers there are a few things you will need to remember...
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OUR STORES
OUR STORES AND THEIR DEPARTMENTS In your role as a Team Member, you will be asked to cover a specific area of the store. These fall into the following categories:
Each department requires a different approach and different areas of focus. The next section of this book will show you what you should be looking for in order to deliver your GOALS in each department.
FOOTWEARAPPARELCASH DESK
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FOOTWEAR
GOALS - GREET
• You must ensure that every customer entering the store or department is greeted in a positive and friendly manner.
• This helps to put the customer at ease and shows that they are entering a welcoming environment.
• Always look alert and approachable, ready to help customers when needed.• Make eye contact with the customer and, most importantly, smile ...... it costs nothing
and goes a long way!.• A greeting MUST be genuine and friendly and not simply going through the motions.• Always be aware of any customers entering and browsing your department and DO
NOT be consumed by tasks .... remember our customers always come first!• DO NOT stand around talking to other team members as this can come across as
intimidating and customers may be reluctant to approach you.• You should provide a friendly acknowledgement.
REMEMBER - There are generally two types of customers that shop at JD.
• Core customers are the majority of customers that enter our stores; these tend to shop with us on a regular basis purchasing footwear for themselves.
• Marginal customers are those who may not necessarily shop with us regularly and are more than likely purchasing products as gifts. These customers do have a tendency to spend more in one visit.
There are two 2 ways in which you can greet customers
NON VERBAL
• A Non-verbal greeting is very useful during busy periods when you may be engaged with other customers or in other tasks.
To greet a customer in this way you should:
SMILEFRIENDLY
ACKNOWLEDGEMENTMAKE EYE CONTACT
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• If you are unable to approach a customer because you are already serving, either alert another team member, give a polite acknowledgement informing them you are aware of their presence or advise them to take a seat and that you will be with them as soon as possible.
VERBAL
• At this point you are not initiating a sale, you are simply just welcoming the customer into your store or department.
• A verbal greeting is as simple as saying something along the lines of “Hi”.• When customers enter the Footwear Department it is important to read the customers’
body language. They may look as though they require immediate assistance and are seeking help. If this is the case you must provide a verbal greeting, saying “Hi, can I help you?”.
GOALS - GREET
Remember To Make Eye Contact and Smile
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GOALS - OBSERVE, ASK & LISTEN
• When the customer is in the Footwear Department you must interact with them. This is crucial and will give a lasting impression of you and your store, it is vital that this is a positive one.
• Unlike the other departments, a customer cannot purchase footwear without your assistance.
• Every customer should be approached in a friendly and confident manner.• Be aware of how long the customer has been in the department and time your
approach accordingly. Look for buying signals and ask appropriate questions such as:
“What size are you looking for?”“That’s one of our best sellers!”“What are you going to be using them for?”
• Give the customer your full attention and listen to their needs.• Repeat what they have told you to confirm your understanding.• Take the customer to the product and show them the range we have that suits their
needs.• If the customer does not require any help at this stage, politely tell them that you are
available if they need any further assistance. Always make yourself available.• Be informative and know your products, customers will be expecting you to know about
the products we sell and will be relying on your expertise and guidance regarding the purchase they are about to make.
• Customers love to know if the product is new, a best seller or has the latest technology and you should take time out to get to know these.
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• Top seller’s reports, new lines lists and product information is all readily available, just ask your Manager.
• Finally once the customer has settled on a product always suggest that they try the footwear on.
• If the customer is looking to purchase for someone else, you should explain the current company returns policy.
• If the customer wishes to try on some footwear, check that the size is available using the HHT scanner. Remember to double check any due stock. It may have arrivedt hat morning.
• If the required size or sizes are available, ALWAYS offer them a seat before you go to get the requested items, or whilst they are delivered from the stockroom.
• This is basic service and politeness which all customers expect but may not necessarily need.
• If the store is extremely busy and no seats are available then as an alternative ask the customer to browse the department whilst they are waiting for their footwear.
GOALS - SERVE
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• When you have the requested footwear for the customer to try on, if they are not already seated, show them to an available seating area.
• Apologise if the customer has had to wait for the shoes to come from the stockroom during busy periods and unforeseen delays.
• ALWAYS ask the customer which shoe they would like to try on first, left or right.• Remove any packaging or stuffing and loosen the lace for them to try it on.• Present the shoe to the customer, heel first.
**This may be a great opportunity to introduce footwear add-ons such as insoles and shoe care.**
• You should engage with the customer, asking questions or making comments about the shoes they are trying on.
“How do those feel?”“They look really nice!”“There is a mirror over here.”“They are brand new in this week!”
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• Closing the sale is getting the customer to confirm that they wish to purchase the footwear.
• You can do this by simply asking “Are those OK for you?”.• Once the customer has agreed to make the purchase you must offer additional items.• There are many additional items that can be sold with footwear such as shoe care,
laces and insoles.
Always Ask The Customer...“Is there anything else you are looking for?”
• More often than not there is something else they need.• If the customer does require any further items, escort them to the desired product.• If however, you are unable to leave your department, either give clear directions or ask
a colleague within that department to assist with the customers’ needs.• If the customer does not require anything further politely invite them to the cash desk
and thank them for their custom.• ALL footwear being sold MUST be pair checked ensuring that the left and right shoes
are the correct size and style. You should sign the box to confirm that you have checked this.
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GOALS - ALTERNATIVES
Why is it important to provide a viable alternative?• To keep the customer in JD.• It builds a reputation for providing solutions.• To drive great customer service.
Why would you offer an alternative item ahead of a kiosk order?• The item may not be available on the kiosk.
– If you offer the kiosk first you cannot really go back to offering a physical alternative as it will look like second best.
• Customers preference would be to go home with the product.• Customers can see, feel and try on the item immediately.• Less likely to be returned as an unwanted item.
How would you select an alternative in footwear?• The same item is available but in a different colourway.• A size up or down.• Suggest an insole if only a larger size is available.• An alternative brand in the same category.
Before using the Kiosk what should you do first?• Always look for a physical alternative first.• Always scan the product first to check availability.• You should check Branch 001 for warehouse stock holding.• You should consider checking any branch close to your location for stock.
We must ALWAYS provide a solution to our customers and we should think:• Sell• What’s• Available• Now
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GOALS - ALTERNATIVES
A few points to remember regarding the offer of an alternative:
DO:• SWAN• Always have a physical alternative.• Offer a suitable item to meet the customers needs.• Put the item in the customers hand.• Be positive and show comparative features.• Use your HHT to check stock availability.
DON’T:• Go straight to the Kiosk without offering an alternative in store.• Send the customer to competitors.• Make a foolish suggestion.• Ignore the customer’s objections.• Go through the motions.
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• To help improve the service we deliver in store your management team will conduct observations and additional training
• Your manager will observe you whilst serving customers on the Footwear Department to ensure that you are delivering the best possible service and taking the correct steps when doing so.
• These observations are recorded and your Manager will give you feedback and guidance on any improvements that may be needed.
• Your Manager may also communicate key findings and areas of development from observations in team briefs.
• Your Manager will conduct observations on your service at least once a month, sometimes more depending on the standard of your service.
Our service is what will be remembered the most from a customers’ visit to your store. Following the GOALS principles will ensure that a positive shopping experience is had and will lead to repeat custom.
OBSERVATIONS AND TRAINING
SUMMARY
OUR GOALS ARE TO DELIVER THE BEST POSSIBLE SERVICE
GREET OBSERVE ASK LISTEN SERVE
GOALS
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APPAREL• In the run up to Christmas with increased workload and footfall, you must ensure that
every customer entering the store or department is greeted in a positive and friendly manner.
• Customers entering the apparel department are more likely to browse before needing any assistance.
• Customers may not need your assistance but a genuine greeting is essential in providing the best possible service. It helps to put the customer at ease and shows that they are entering a warm and friendly environment.
• Always look alert and approachable, ready to help customers when needed.• Make eye contact with the customer.• Most importantly smile, it costs nothing and goes a long way.• A greet MUST be genuine and friendly and not simply going through the motions.• Always be aware of any customers entering and browsing your department and DO
NOT be consumed by tasks, remember our customers always come first.• Do not stand around talking to other team members as this can come across as
intimidating and customers may be reluctant to approach you.• Within apparel you must ensure that your department is maintained to the highest level
throughout the day. This gives the customer a great first impression and makes the product more appealing on the eye and easier to shop.
• You should provide a friendly acknowledgement tailored to the type of customer entering the apparel department - Make it personal.
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APPA
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REMEMBER - There are generally two types of customers that shop at JD.
• Core customers are the majority of customers that enter our stores; these tend to shop with us on a regular basis purchasing items for themselves.
• Marginal customers are those who may not necessarily shop with us regularly and are more than likely purchasing products as gifts. These customers do have a tendency to spend more in one visit.
There are two ways in which you can greet customers.
NON VERBAL
• A Non-verbal greeting is very useful during busy periods when you may be engaged with other customers or in other tasks.
• To greet a customer in this way you should:
• If you are unable to approach a customer because you are already serving, either alert another team member or give a polite acknowledgement informing them you are aware of their presence and will be with them as soon as possible.
VERBAL
• At this point you are not initiating a sale, you are simply welcoming the customer into your store or department.
• A Verbal greeting is as simple as saying something along the lines of:
“Hi”“Good Morning or Good Afternoon”
• Remember to make eye contact and smile when doing so.• Remember to tailor your greeting to the type of customer.• When customers enter the apparel department, it is important to read the customers’
body language. They may look as though they require immediate assistance and are seeking help. If this is the case you must provide a verbal greeting, saying “Hi, can I help you?”.
Make Eye Contact Smile
Give A Nod Of Acknowledgement
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APPA
REL
GOALS -OBSERVE, ASK & LISTEN
• When the customer is in the apparel department you must interact with them. This is crucial and will give a lasting impression of you and your store, it is vital that this is a positive one.
• Every customer should be approached in a friendly and confident manner.• Be aware of how long the customer has been in the department and time your
approach accordingly. Look for buying signals and ask appropriate questions such as:
“What was it you were looking for today?”“There is a mirror over there if you want to take a look?”“What size are you looking for?”
• Give the customer your full attention and listen to their needs.• Repeat what they have told you to confirm your understanding.• Take the customer to the product and show them the range we have that suits their
needs.• If the customer does not require any help at this stage, politely tell them that you are
available if they need any further assistance. Always make yourself available.• Be informative and know your products, customers will be expecting you to know about
the products we sell and will respect your opinion on how the clothes look.• Customers love to know if the product is new, a best seller, or is the latest trend on the
high street; take time out to get to know these.• Within apparel there are usually many various outfits consisting of different product
types such as Hooded Tops, Pants, Crew Sweats, T-Shirts and Polos. Show the customer these complimenting items as it will often result in them purchasing multiple items.
If the customer is looking to purchase for someone else, you should explain the current company returns policy.
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GOALS - SERVE
• When the customer has settled on an item or items you must ask if they would to use the fitting room.
• There may not always be a team member supervising the fitting rooms but this is a vital point of service and should not be ignored.
• Always check that the fitting room is clean, tidy and presentable before the customer enters.
• If the fitting rooms are currently occupied apologise for any delay.• Do not leave customers unattended in the fitting room. You must stay close by and
offer assistance with additional sizes or styles that they may wish to try.• Customers will often come out of the fitting room to show you the items they are trying
on, this is a great opportunity to re-assure them that the items look good and pay compliments.
• When the customer is finished trying on the items ask them if they are suitable? They may wish to look at alternative items of clothing.
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FITTING ROOMS
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APPA
REL
GOALS - SERVE
• Closing the sale is getting the customer to confirm that they are happy with the items and wish to make a purchase.
• You can do this by simply asking “Are those OK for you?”• Once the customer has agreed to make the purchase you must always ask “Is there
anything else you are looking for?”.• More often than not there is something else they need.• If the customer does require any further items, escort them to the desired product.• If however, you are unable to leave your department, either give clear directions or ask
a colleague within that department to assist with the customers needs.• If the customer does not require anything further politely invite them to the cash desk
and thank them for their custom.• This is the final opportunity for you to make a lasting impression on the customer, DO
NOT waste it.
CLOSING THE SALE
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GOALS - ALTERNATIVES
Why is it important to provide a viable alternative?• To keep the customer in JD.• It builds a reputation for providing solutions.• To drive great customer service.
Why would you offer an alternative item ahead of a kiosk order?• The item may not be available on the kiosk.
– If you offer a kiosk first you cannot really go back to offering a physical alternative as it will look like second best.
• Customers preference would be to go home with the product.• Customers can see, feel and try on the item immediately.• Less likely to be returned as an unwanted item.
How would you select an alternative apparel product?• The same item but in a different colourway.• Consider an alternative size.• A similar style to the requested product.
– e.g. Full zip hood : 1/2 zip hood.• Perhaps you could offer a different brand in the same product group.
Before using the Kiosk what should you do first?• Always look for a physical alternative first.• Always scan the product first to check availability.• You should check Branch 001 for warehouse stock holding.• You should consider checking any branch close to your location for stock.
We must ALWAYS provide a solution to our customers and we should think:
• Sell• What’s• Available• Now
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GOALS - ALTERNATIVES
A few points to remember regarding the offer of an alternative:
DO:• SWAN• Always have a physical alternative.• Offer a suitable item to meet the customers needs.• Put the item in the customers hand.• Be positive and show comparative features.• Use your HHT to check stock availability.
DON’T:• Go straight to the Kiosk without offering an alternative in store.• Send the customer to competitors.• Make a foolish suggestion.• Ignore the customers objections.• Go through the motions.
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APP
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EL OBSERVATIONS AND TRAINING
SUMMARY
• To help improve the service we deliver in store, your management team will conduct observations and additional training.
• Your Manager will observe you whilst serving customers on the apparel department to ensure that you are delivering the best possible service and taking the correct steps when doing so.
• These observations are recorded and your Manager will give you feedback and guidance on any improvements that may be needed.
• Your Manager may also communicate key findings and areas of development from observations in team briefs.
• Your Manager will conduct observations on your service at least once a month, sometimes more depending on the standard of your service.
Our service is what will be remembered the most from a customers’ visit to your store. Following the GOALS principles will ensure that a positive shopping experience is had and will lead to repeat custom.
OUR GOALS ARE TO DELIVER THE BEST POSSIBLE SERVICE
GREET OBSERVE ASK LISTEN SERVE
GOALS
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CASH DESK
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CASH DESKExcellent Customer Service at the Cash Desk is vital and this process is split into 6 key steps:
You must ensure that cash desks are clean and tidy at all times.
GREETQUEUE MANAGEMENT
GIVE YOUR FULL ATTENTION
CHECK & PACK NEATLY
ASK FOR FEEDBACK GENUINE FAREWELL
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GREET
QUEUE MANAGEMENT
• A bad customer experience at the cash desk can undo all the hard work of the rest of the team and can cost the business a sale.
• Greeting the customer at this stage is just as important as when they entered the store.
• Make eye contact with the customer and smile.• Remain friendly at all times.• Remember - The customer is about to spend their
money with us and has chosen our store over any of our competitors.
• It is quite common, especially during peak trading periods that there will be a queue at the cash desk.
• If this is the case, when the customer comes to your till point apologise for any wait and thank them for their patience, regardless of how long.
• If there are till points not being used at the cash desk and a queue starts to form inform another cashier or member of management to open up another till.
GIVE YOUR FULL ATTENTION• Engage with the customer regarding their purchase, re-
affirming to them what items are about to be bought.• You could say “This product is a good choice” or “These
trainers are really nice”.• You must never chat with other members of the team
whilst serving customers at the cash desk, give them your undivided attention.
• Do not answer the phone mid-sale.• Always ask the customer if they found everything they
were looking for; they might need something else.
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CHECK AND PACK NEATLY
ASK FOR FEEDBACK
• You must always ensure that you take care when packing the customers’ items.
• Footwear must be pair checked to ensure the left and right shoes are the correct size and style, confirm the size being purchased with the customer.
• Ex-display shoes with triple labels attached MUST be scanned when prompted on the till.
• Once checked the cashier must sign the box to confirm that they have been pair checked.
• Ensure that all security tags are removed from all items, the last thing you want is the alarms to go off or the customer to get home and have to return because the tag has not been removed.
• It is important we gain feedback from our customers to ensure we can adapt and improve service levels.
• We gather feedback in 2 ways :- – TruRating – Customer Satisfaction Survey
GENUINE FAREWELL• The final step - Handover the receipt and the goods to the
customer.• This is the final point of contact with the customer and an
opportunity to leave a lasting impression• You MUST genuinely thank them for their purchase, smile
and say goodbye.
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SUMMARYRemember, the service we deliver at the cash desk is the last point of contact with the customer and will leave a lasting impression on them.
OBSERVATIONS AND TRAINING• To help improve the service we deliver in store your management team will conduct
observations and additional training.• Your Manager will observe you whilst serving customers at the cash desk to ensure that
you are delivering the best possible service and taking the correct steps when doing so.• These observations are recorded and your Manager will give you feedback and
guidance on any improvements that may be needed.• Your Manager may also communicate key findings and areas of development from
observations in team briefs.• Any observations that are carried out are also recorded on to the Observation Tracking
Sheets.• Your Manager will conduct observations on your service at least once a month
sometimes more depending on the standard of your service.
OUR GOALS ARE TO DELIVER THE BEST POSSIBLE SERVICE
GREET OBSERVE ASK LISTEN SERVE
GOALS
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TRURATINGTruRating is a system that allows our customers to provide instant feedback at the point of sale.
1The customer provides their rating (0 being awful 9 being excellent).2The ratings go to your dashboard, providing near real-time customer feedback. This data can be viewed on your Back Office PC.3
A question appears on the payment terminal screen asking for a customer’s rating from 0-9.
TruRating
WHAT IS TRURATING?
HOW DOES IT WORK?
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TruR
atin
g ASK FOR FEEDBACK
We need to capture as much customer feedback as possible, as cashiers you play a pivotal role in this process.
Once you enters the sales number, the question will be appear on the payment terminal (whether this is a cash OR card transaction). At this point, you MUST direct the customer to the question without fail.
Please ensuring that you are fully briefed regarding TruRating by Store Management of its importance and its purpose.
You must be aware of the vital role you play in driving customer participation.
The rest of the store team will contribute to ensuring that your stores ratings remain high. Your weekly GOALS training sessions are crucial in this regard.
WE ARE TRYING TO GATHER FEEDBACK FROM OUR CUSTOMERS. PLEASE COULD YOU RATE US ON THE MACHINE?
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WHAT IF THE CUSTOMER DOES NOT WISH TO PROVIDE A RATING?
We must do our best to ensure that customers provide a rating of their experience after each transaction. However, we appreciate that sometimes our customers are in a hurry or simply do not want to offer a rating.
In these instances, simply press SUBTOTAL on your till and the question will disappear.
SELF-RATINGUnder NO circumstances can the cashier (or any member of the JD team) input the customer’s rating for them. If you are proven to have provided a rating for a transaction in your store, this may result in further action from the business.
TruRating
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OUR PRODUCT
Once you have mastered the basics of great service, you can check your knowledge of our product and take your performance on the shop floor particularly when assisting marginal customers) to the next level.
There are a large number of Product Information modules available on the Intranet for both you to utilise, to make sure you have the answers to your customers’ questions.
You will be expected to encourage your team to develop their product knowledge and set an example in this area by learning as much about the products we sell as possible.
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HOW DOES OUR PRODUCT RELATE TO EXCELLENT SERVICE?
Product information is often requested on the sales floor, particularly from marginal customers who like to know whether a particular product will suit their requirements
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E-Learning Modules (such as the one pictured left) based on the key technologies and heritage of brands such as Nike, adidas, TNF and many more, can be found in the ‘Your Courses’ section of the Training & Development site.
These modules cover the key features and benefits of footwear and apparel products and include some great videos. All modules have a small quiz at the end to test knowledge and understanding of the information covered. Modules can be accessed by team members via any web enabled device.
HOW DO I ASSESS MY PRODUCT KNOWLEDGE?
WHAT INFORMATION DO I HAVE ACCESS TO?
There are a number of Videos and Training Materials on brand heritage, technologies and specific products available via the Intranet. These will increase your knowledge base of helping us to deliver a better service to our customers.
These resources are also accessible on the shop floor via the SMT if you need to look something up in order to resolve a customer query.
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ALWAYS APPEAR POSITIVE TOWARDS CUSTOMERS
WHEREVER YOU ARE ON THE SALES FLOOR - REMEMBER YOUR GOALS
IS THE CUSTOMER CORE OR MARGINAL? ADOPT YOUR TONE AND APPROACH
WHEN SERVING AT THE CASH DESK ASK CUSTOMERS TO LEAVE A RATING
PRODUCT KNOWLEDGE MAY HELP YOU MAKE THE SALE
SUMMARY
OUR PRODUCT
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OUR TEAM MEMBERS
OUR CUSTOMERS
OUR PRODUCT
OUR STORES
TRURATING
the training department
OUR PRODUCT
