How to contribute to an exceptional customer service?

STORE • Maintain constant presence on the sales floor

• Constantly straighten, fluff, dust, tuck, maintain sales floor

• If customer is not present, replenish displays • (Customers are more apt to approach associate who are involved with a product)

PRODUCTS

• Review products information often • Develop and apply personal product expertise – use product resources

• Identify products strengths • Review promotions, events, offers • Read product reviews on internet

TEAM • Communicate with SM and STL daily • Know your daily goal • Practice with the team • Cross educate within the team

STORE CONSISTENCY SALES ASSOCIATES VISION

ThinkofyourselfasaWilliamsSonomatourguide–anexpertinyourfield–thathasbeenassignedtoaidcustomersastheytravelthroughthethesalesprocess.

How to contribute to an exceptional customer service?

INITIATE • Greet every customer with warmth and authenticity

• Make and eye contact and smile!

• Read the customers cues for customized experience

• If engaged and customer is waiting – acknowledge and let them know they will be helped soon – request help if needed.

• Give verbal tour to people who are not familiar with the store

• Highlight promotions and store events

CONNECT • Engage all customers in friendly conversation

• Introduce yourself by name • Ask open ended questions to gather information about the customers needs (What brings you to our store today? What is your favorite part of the store?)

• Adjust the pace of your customer interaction

• (more efficiency or more conversation?)

• Listen • Develop personalized sales relationship

INFORM/ENGAGE Feel empowered to show a complete compliment of the merchandise and offer expertise help • Invite customers to interact with product

• Develop and apply personal product expertise – use product resources

• Identify products strengths • Engage customer with the product (Combine, suggest promotions, ADD ONS and refer to catalogue)

WRAP UP Assure the customer of their

choice

Ask for the sale – “ls that all you are getting today?

” Let me hold this for you at the counter while you are shopping”

Say “Thank you and/or

congratulate the customer on their choices” and invite

customer back to shop again.

STORE CONSISTENCY CUSTOMER EXPERIENCE

Remember that you are working with the customer, not conspiring against them.

How to contribute to an exceptional customer service?

BE GENUINE, HONEST AND

GENTLE Show genuine interest in your

customer. Ego does not belong on a

sales floor. Customers are humans and scared because money is difficult to part with. Have

empathy and product knowledge to justify its value.

GET CUSTOMERS TO SAY “YES” (As often as possible)

Create a positive environment and instead asking: “Do you

want this?” ask if : “you wish this or that,

or both?”

BUILD RAPPORT Attempt to be personable and learn more about your customer, you have to be

able to show the customer you are a person too.

Create a high value and low pressure environment.

THE LAW OF 250

Most people know around 250 people. It’s reasonable to assume that a good rapport with this one customer has

the potential to bring you 250 or more referral leads.

STORE CONSISTENCY SOFT SALES TECHNIQUES

As a sales professional, your most powerful asset is not your mouth. It is your ears.

How to contribute to an exceptional customer service?

1.  INCREMENTAL SALES (IMPULSE PURCHASES)

Creating the opportunity for incremental sales by placing point of purchase displays in customer dwell areas (areas where your customers queue for service or linger in the store). These items, which are relatively low-priced consumer products, create large incremental profits for the store.

Two particularly powerful aspects of atmosphere are the customer’s olfactory and auditory experiences.

Classical music typically results in higher spends, and slower tempo music slows shoppers down and actually increases the amount of time they spend in a store.* (American Express study)

IMPROVING STORE SALES – VISION One month trial and see if profits have improved. Implemented without being pushy, should lead to profit improvement

2. SUGGESTIVE SELLING PROGRAM “Would you like fries with that?” There is a reason for this, and it is called suggestive selling. “Would you like these sweets as a dessert after you make this meal?”

3. SOURDOUGH BAKING CLASS Suggestion: Weekend day 2h before store opens.

Sugar free – fat free art of an easy baked bread. The healthiest and easiest to make bread in Richmond. PRIVATE EVENT OR/AND GIFT OPTION - Offer it with : “to go - Williams Sonoma gift bag” that contains everything one needs for bread baking (dough scraper, flour and salt). - During the “waiting period (dough rise)” , associate makes pitas for everyone and encourages people to fill their shopping carts and have a private shopping experience at Williams Sonoma. Customers are being “checked out before or during bread baking” and go home with their own loaf. Store remains smelling on bread and couple of loaves are kept for tasting and promoting the event.