Questions and Answers
What are the components of Right Selling?
What is the main objective of the 'Greet' aspect of Right Selling?
Naturally welcomes clients within 10 seconds, initiates conversation within 3 minutes.
What does 'Style' refer to in the context of Right Selling?
Provides accurate and relevant product knowledge and personalized benefits.
What are the 3 N's to learn about a client?
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What does 'Affirm' involve in the customer service context?
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What questions should be asked to maximize client engagement?
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What does 'Right Servicing' emphasize?
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How should an employee demonstrate 'Be Present'?
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What does 'Engage' mean in customer service?
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What is the purpose of 'Curate' in a retail environment?
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What should be prioritized under 'Appreciate'?
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What does 'Exceed' mean in terms of client experience?
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Study Notes
Right Selling
- Right Selling consists of five key components: Greet, Learn, Style, Affirm, and Maximize.
Greet
- Welcome clients within 10 seconds with a warm smile or hello.
- Initiate conversation within 3 minutes and recognize previous interactions.
- Avoid starting with "can I start a room" when addressing clients.
Style
- Utilize the 4 Piece Start method: original, alternative, enhancement, and proven.
- Always provide accurate product knowledge and personalized benefits.
- Suggest thoughtful product combinations for clients to try on together.
Learn
- Consistently exchange names and ask open-ended questions to discover clients' needs.
- Identify three N's: name, need, and neat fact about the client.
- Create excitement regarding products or events and share learned details about clients.
Affirm
- Eliminate objections and present better options instead of saying "no."
- Build on positive affirmations to suggest alternatives or enhancements.
- Confirm client choices before processing their sale and accompany them to the cash desk.
Maximize
- Inquire about additional needs: "Who else? What else? Gift cards?"
- Provide reasons for clients to return, like business cards and product launch details.
- Implement effective client profile management and promote the digital boutique.
Right Servicing
- Right Servicing includes being Present, Engaging, Curating, Exceeding, and Maximizing client experiences.
Be Present
- Demonstrate magnetic energy and focus while representing the brand effectively.
- Maintain preparedness with product knowledge and actively seek client interactions.
Engage
- Maintain natural conversation flows and inquire about clients' lives to foster connections.
- Share the Aritzia brand story when relevant and do so with pride.
Curate
- Seize every opportunity to enhance the boutique environment.
- Perform product checks and consider music's impact on the client experience.
- Support colleagues in creating remarkable client experiences and manage cash/fitting room processes seamlessly.
Appreciate
- Treat all clients equally regardless of demographics; avoid body shape comments.
- Answer phone calls within three rings and maintain a welcoming atmosphere for returns.
Exceed
- Create a stress-free shopping atmosphere by offering various comforts like hands-free shopping and private fitting rooms.
- Communicate innovative ideas to exceed client expectations to management.
- Foster an exclusive atmosphere during product showcases and events.
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Description
Test your knowledge of Right Selling techniques with these flashcards. Each card focuses on key definitions and best practices to excel in client interactions. Perfect for anyone looking to improve their sales approach and customer relations.
