Podcast
Questions and Answers
What should you do if you need help from the team and the store is busy?
What should you do if you need help from the team and the store is busy?
- Wait for a colleague to notice you need help
- Try to handle the situation on your own
- Call out for assistance loudly
- Ring the doorbell behind the left computer (correct)
What is the correct way to greet a customer?
What is the correct way to greet a customer?
- Ask if they need any help or assistance
- No greeting is necessary, let them browse
- Welcome them to the store and ask how their day is going (correct)
- Congratulate them on entering the store
What is the priority when dealing with multiple customers at the same time?
What is the priority when dealing with multiple customers at the same time?
- Help the most valuable customers first
- Multi-task and juggle multiple customers simultaneously (correct)
- Serve one customer at a time to ensure quality service
- Give each customer a specific time slot to be served
What should you do after a customer makes a purchase?
What should you do after a customer makes a purchase?
How should you respond when a customer who has made a purchase is leaving the store?
How should you respond when a customer who has made a purchase is leaving the store?
What is the fundamental principle in dealing with customers?
What is the fundamental principle in dealing with customers?
What should you do when there are customers in the store and it is past our regular closing time?
What should you do when there are customers in the store and it is past our regular closing time?
What is the recommended way to use your phone during work hours?
What is the recommended way to use your phone during work hours?
Why is it important to stand in a visible location in the store?
Why is it important to stand in a visible location in the store?
If a potential customer is leaving the store without making a purchase, what should you do?
If a potential customer is leaving the store without making a purchase, what should you do?
What kind of conversations should be avoided on the sales floor?
What kind of conversations should be avoided on the sales floor?
What is the first step in the customer experience process?
What is the first step in the customer experience process?
Why is it important to ask customers about their day, and/or plans for the day?
Why is it important to ask customers about their day, and/or plans for the day?
What is the primary goal when serving customers?
What is the primary goal when serving customers?
What should you do after the customer has selected a piece of jewelry?
What should you do after the customer has selected a piece of jewelry?
What is the purpose of asking customers if they are familiar with the Alexandra Mosher Studio Jewellery brand?
What is the purpose of asking customers if they are familiar with the Alexandra Mosher Studio Jewellery brand?
What is a key aspect of delivering exceptional customer service?
What is a key aspect of delivering exceptional customer service?
Study Notes
Important Store Information
- Alexandra Mosher Studio Jewellery (AMSJ) is made in Bermuda and designed by Alexandra.
- All jewellery is made behind the white doors in the store.
- The store ships worldwide and has a website.
Customer Interaction
- Greet customers at the door and ask if they've been in the store before.
- Ask questions about the customer (e.g., where are they from, what brings them to Bermuda?).
- Provide information about the brand and pieces/collections.
- Allow customers to look around and be ready to answer questions.
- Assist with trying on pieces and proceed to the checkout process once a piece is chosen.
Retail Service Standards
- Make sure to juggle multiple customers at once and prioritize them over other tasks.
- Use the "ring the doorbell" if you need help from the team while on the floor.
- The customer always comes first, whether in person or on the phone.
AMSJ Etiquette
- Serve customers as if the store has no closing time.
- Don't lock the door when customers are in the store, wait a few moments instead.
- Take occasional small breaks and keep your phone out of sight.
- Stand where the customer can see you and appear approachable.
Checkout Process
- Complete the sale as quickly and pleasantly as possible once a piece is chosen.
Important Reminders
- Give every customer a To Go card when they leave the store.
- Don't use company computers for personal browsing.
- Avoid personal conversations on the floor and respect the atmosphere.
- Don't interrupt others when you arrive, and keep private conversations behind the studio doors.
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Description
Learn the essential steps to provide excellent customer service in a jewellery store, from introduction to purchase and beyond. Know the products, services, and store layout to ensure a memorable shopping experience. Discover how to make every customer feel special!
