INDIVIDUALIST AND VIA CDEPARTMENT OVERVIEW

WELCOME TO YOUR NEW ROLE!

WHAT IS THE DEPARTMENT ALL ABOUT?

What is a tent pole? What does each brand stand for? Trying on the product will be your best PK! Department expectations: sections, hangers, standards final few,

steaming, etc Creating relationships across the store with counterparts to help team

sell and fully fulfill the needs of your customer Who is the customer and how do we serve her on her own terms?

Text 2 buy, email, call, text, fast service, one on one, social media, etc)

CONFIDENCECONVENIENCESTYLE

SELLING SKILLS

Be directive and suggestive…show your customer your expertise!

Selling Drills Try on parties…show your team new

product on!! Fitting room experience

What does an expert one look like?Practice setting one up

5 Core Rules to Success

1. Build the relationship2. Treat every customer uniquely3. Love your product4. Find the romance!5. Details matter

BUILD THE RELATIONSHIP

•All starts with communication and trust•Be Honest! (

•if something doesn’t look good, tell them and suggest something else•WOM biz is not going to be positive if they leave in the wrong outfit/ill fitting•get them to trust you to know what they like and what will look good on them before they even know!

•Communicate CONSISTENTLY •Almost like a friendship…just professional

EVERY CUSTOMER IS UNIQUE

•Customers WANT TO BE WOOED! •Common denominator:

•expectation for quality product and excellent customer service since they are paying a higher price point •Personalize your service and deliver it on your customer’s terms (ie do they prefer text, calls, emails? Frequent or monthly touchbases? Very professional and respectful tones or more friend oriented?)

KNOW AND LOVE YOUR PRODUCT

•Know the fabrication and details for each piece on your floor!•adds value to your convos with customers•allows you to quickly find pieces that meet their needs

•Know what you have, what’s on replenishment, what’s orderable and what’s coming

•gives you confidence in your interactions with customers, •great convo starters for new foot traffic customers browsing

•Find the pieces you love and advocate them. Let your personality be seen by your customers through your unique sense of style!

•Review top items for each department

•Vendor info sheets

•Latest lookbooks review

•Try on party

DETAILS MATTER!

•Even the smallest things matter:•Product presentation•Back of the house organization•Remembering customer details ie their events, favorite designers, fun facts, etc

All of these factors come together to create a seamless experience for your customer every time!

TIPS FOR REMEMBERING CUTOMER DETAILS

•Use their name as much you can throughout each interaction (saying their name 3 times within the first 5 minutes of meeting a new customer will help you remember it for the long run)

•Remember their previous visits and purchases •Remember Birthdays, Anniversaries, special occasions, etc.

•All of these details can be inputted and saved in PB, under purchase history, customer preferences, and follow up tabs found under your customers name and phone number. Review these before they come in for an appointment!

SOCIAL MEDIA

•Additional way to stay up to date with trends•Websites, blogs, Instagram, tumblr, Twitter, apps, etc•Just suggestions! Not mandatory, but gives us many more options for learning our product and about our customer

NEXT APP

•Allows sales people to safely and securely text their customers from their personal IOS or Android device•No need to exchange personal contact info; this app generates a “new” number to use for the purpose of safely storing customer payment info and ensuring best communication practices are used by their Nordstrom sales person that provides the standard level of elevated customer service as would be given in store.

•Review NEXT app set up and best practices pdf

KEY TRENDS OF THE SEASONONE FOR YOU, ONE FOR ME

•Holiday party dresses

•DVF, Parker and Ted Baker will be your go-to’s for these

•Alice and Olivia from 808

•Self purchasing is a way to maximize your sales during the holidays! Third pieces (coats,blazers, etc) are another

•Sweaters and third pieces for HER and for her gifting

•Joie, Vince, Autumn Cashmere, Rag & Bone and Equipment will be go-to’s

•Cashmere shop for DAT

Questions to ask when pulling for a customer

Who is she? Where is she going? How else can these items be worn? What verbiage best describes these

pieces? Remember, keep it elevated!!!

“Never stop selling until the customer says NO!”

Be Yourself

Relate with the customer Be honest yet professional in all interactions Saying hello to customers is easy and costs nothing.

Think about this way: You’re at home, a friend knocks on your door. You open the door and say……….nothing? I don’t think so.

Greeting customers who walk in to our department are no different – make them feel welcome immediately by saying hello with a smile. If you are busy, tell them someone will be with them shortly.

Would you shop at a store where you were ignored???

Be CURIOUS

Why are they here? What are they looking for?

“Hi! What brings you in today?” Where are they going/what are they wearing it to? Approaches should be questions or statements that

encourage the customer and put them at EASE! Open-ended, NOT “Can I help you?” Sincere Unrelated to selling or product Icebreakers or convo starters

Icebreaker Topics

Weather “Is it still sweltering out there?

Smart lady, staying indoors and away from that heat!”

Children (if they are shpping with their children, engage the kid!) “You look like you could use

a balloon!” Cue wink to the parents.

Sports ( are they wearing any personalized fan paraphernalia? “Rangers fan? Man, that was

a close game last night!”

Random fun fact, relating to the department or something the customer would relate to “Can you believe that

performance by Beyonce last night? If you didn’t watch the VMAS, you HAVE to check it out!

Sincere compliments (don’t do this every time; you need to actually mean it!) Hi! I love your scarf! Where

did you get that?!” Holidays

“Any plans for Valentines Day? Regardless, you should definitely treat yourself to something special in honor of the holiday!” Followed by a big smile and a wink.

Be INFLUENTIAL

Gauge your customer’s style and interests

GUIDE them through your department, floor or even store and purposefully point out pieces along the way “Hi! Have you seen the latest Akris fall

collection yet?! You have to see this piece we received today!! Here, let me show you.”

Fun Facts About Customer Approaches

Customers will seek help from a salesperson who looks (is) busy over one who isn’t…so stay busy! Dust, straighten, fold and avoid lounging behind the register!!

Wait until you are actually working with the customer before asking their name or giving out yours.

When a customer is waiting while you are helping another, you should always:1. Make eye contact2. Smile!!!3. Apologize for the delay4. Let them know someone will

be with them as soon as possible

The most effective location on your floor for optimum customer service and timely greetings is right by the hard aisle. Prime real estate!

Treat them like a guest in your home, ie: Offer their partner a seat Offer them water Take their shopping bags to hold

at the register and free up their hands to shop!

It’s not necessarily what you say, but how you say it that carries meaning, as 93 % of communication is non-verbal. (Words, 7%; Voice, 38%; Body

Language, 55%; UCLA.)

Be THANKFUL

Our customers are the reason we’re here…and they have an impact on your pay check!!

Thank them every time! Develop ongoing relationships with

your customers Keep your voice pleasant,

enthusiastic and respectful!

Permission to Re-approach

Even the best approaches and most veteran employees can get a “No thanks, I’m just looking” from a customer…but you still want to be available when that customer IS ready for help.

So instead of getting discouraged, or leaving the area, what should you say/do? “Great! Please have a look around. I’ll check

back with you in a few minutes, ok?”***This isn’t the time to give them your name or force a

sales pitch if they clearly aren't ready for help.