General Information

SA Human Skills (warm attitude, ability to make comfortable, self esteem)

Best Practies	Worst Practices
Showing us wallets with enthusiasm Taking the customers from one shelf to the other and suggesting combinations. 2 SA at the same time (feeling loved)	Not offering recommendations Presented products online rather than in store (no emotions) “ Go to Le bon marché” without giving indications Not giving substitutes for out of stock products Hurrying us to go to a different store because of their limited stock (for a specific product) Why did we get 2 cookies? We were 3 !! PS: Stock changing every hour (“I’m sure it will be gone by this afternoon”)

SA selling skills

Reaction when you decided not to buy	Reaction when you asked a reservation
Very accommodating, no pressure to buy Card with reference numbers of the scarves we liked	Not possible for some items because of limited stock Allowed to take pictures Given a card for the wallet and booked it for 48 hours ( + appointment for any future visits)

Staff reactions
Last impressions

Best Practies	Worst Practices
Warm regards from both SA and gatekeeper when leaving (Smiled even if we didn’t buy/ asked about our hotel location)	Different treatment for people who didn’t buy

Appendix

Visiting Cards

Appendix

Mannequin being assembled & dressed
The Code
(Trunk)
(Lafayette Store)
The Code
(Chains; Montaigne Store)
Que at the store
(Champs Elysses Store)
Thank You
Questions??