SALES TEAM TRAINING BY LOVISA SIGMUNDS
TABLE OF CONTENT u Introduction u Brand story u Product overview u Techonlogy u Customer relationship manager u On the floor u Online and mobile u Cultural sensitivity training
INTRODUCTION • Step 1 Greetings and customer service • Step 2 Identifying customer needs • Step 3 Presenting the product • Step 4 Fitting room • Step 5 Overcoming objections • Step 6 Up-selling • Step 7 Closing
7 steps to selling heaven
BRAND STORY Levi´s Strauss & co was founded in 1853. The first blue jeans were born in 1873. The company created their first pair of Levi´s 501 jeans in 1890´s. It has long history, why change what works? Good information on the Levi´s site.
BRAND STORY Levi´s goal is to become one of the world´s most sustainable apparel company by being conscious about how they do business, they are ECO friendly and are always improving their ways and not to be harmful to the environment.
PRODUCT OVERVIEW • Craftmanship • Innovation • Sustainability How are the clothing made? What are they made from? What makes them unique?
PRODUCT OVERVIEW Every staff member needs to know what products are available in the store each time – SWAT! Sell what you have today! After store hours it´s fun to test the knowledge with a game. Write on labels questions, like that pants have tapered fit, what 3 rises do woman´s jeans come in, what is the best selling color, what makes commuter line unique? And have rewards – store credit for the highest scores.
TECHNOLOGY Levi´s stores count every customer that comes into the store, the staff member has to learn to check it and fill in the proper form. UPT (unit per transaction) is calculated at the end of each day and then added into an excel file with the total number of customers. The goal is of course always to have over 20%! It´s fun to have competition on who sells for the highest % or has the best UPT and reward with store credit.
CUSTOMER RELATIONSHIP MANAGER This is the most important part of the job. The staff should make eye contact, smile and verbally greet the customer. Ask an open question: • Great product you are looking at • Great color, those jeans
• I have that one myself – it´s great • This just arrived! Identify the customer needs, does he need different size, is he looking for a present? Always welcome the customer back, he is not only buying an item, but also the experience and that is what we want to be great and keep him coming back.
ON THE FLOOR When a new staff member comes into the store he will follow another senior staff member, shadowing for a few days. Then he will be expected to go over these duties himself while a senior staff member follows him and makes sure everything is done correctly. Like my former boss said, no clock – no luck. Start every day by clocking in, and remember to clock out.
ON THE FLOOR Fitting rooms are one of the best sales places. The new staff member will learn to take proper care of the customer there – ask if the person has the correct size, offer to get a new size, provide more information about the product and offer alternative fit.
Up-selling can happen anywhere but this is a perfect opportunity to see if the customer wants for an example a belt. Escort the customer to the register, with training the new staff member will learn how to make the transaction quick, provide proper care guidelines for the item bought and pack the purchase appropriately. Practice makes perfect!
ONLINE AND MOBILE Be active on social media, use the online platforms that the store offers, like facebook and instagram. Try on new arrivals and post pictures, encourage friends to do the same and hashtag Levi´s.
CULTURAL SENSITIVITY TRAINING Learn about different cultures, the more knowledge we have the less prejudice we tend to be and therefor we can have better attitude towards a person.
LOVISA SIGMUNDS
THANK YOU!