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??
