General Information

First Impression

Best Practies	Worst Practices
“Do you speak English?” … “How can I help you today?” Apologising for the wait, trying to explain why it took so much time. Getting to know the purpose of purchase	Asked for a family background so the SA could help us better. “Because all SA are busy so you will have to wait…” No curiosity about the background for the purchase

First approach by a SA

Best Practices	Worst Practices
Advised not to buy a more expensive wallet since the leather was too delicate for the humid Chinese weather ( LT relationship) Good knowledge of the different types of leather and even manufacturing (Technical words) → IMPRESSIVE	SA did not know the material of the scarfs and had to read the labels SA unaware of online purchase of LV products Limited knowledge of products; e-store catalog used heavily

SA professional knowledge

Best Practices	Worst Practices
Well dressed staff in all stores Offered refreshment and snack	SA walking in front of us rather than accompanying us SA not accompanying us from one section to the other SA’s being shy, nervous and unpleasant SA with us physically only (watches other clients), makes us sit very quickly, goes to other clients

SA attitude (aesthetic dimension of service)

Best Practies	Worst Practices
Friendly SAs, helpful and willing to give advice, welcoming Even though SA realised we would not purchase, her interest and enthusiasm didn’t go down	SA never smiling, only when we said we’d leave SA looking nervous and shy (probably a newcomer)