FARFETCH TRAINING MANUAL
YOUR FARFETCH CAREER STARTS HERE
Health & Safety
Who are Farfetch? Starting in London in 2008 by Portuguese entrepreneur José Neves, Farfetch is an online platform for fast forward fashion offering the world’s greatest selection of luxury brands and product. We guarantee our customers have the best shopping experience at Farfetch. This is promise. At Farfetch, we like to think big and think global. Our offices are found in 11 cities, including London, Tokyo and Los Angeles, and we express ship from partners to over 190 countries worldwide. Together we champion collaboration and innovation – in 2015, we celebrated acquiring renowned London boutique Browns, and developed Farfetch Black & White and Store of the Future to offer new technology and business solutions to brands and retailers around the world.
Objectives: • Thorough health and safety training to keep yourself, others, customers and the building a safe place to work. • Understanding of the company’s policies and values to be able to represent Farfetch with a good understanding of what we are. • Understanding of the product of which we sell • Be able to offer customer service at a high standard by understanding the customer we provide for.
HEALTH AND SAFTEY IN THE WORK PLACE ELECTRICAL SAFTEY: . NO WATER TO COME INTO CONTACT WITH ANY ELECTRICAL ITEMS, E.G. NO WATER TO BE CONSUMED ON THE SHOP FLOOR. (DRINKS MAY BE LOCATED OFF THE SHOP FLOOR.) . MAKE SURE ALL ELECTRICAL ITEMS ARE PAC TESTED AND SAFE TO BE PUT ONTO THE SHOP FLOOR, ANY ITEMS THAT ARE NOT PAC TESTED WITH A CURRENT DATE ARE NOT TO BE PUT ON THE SHOP FLOOR UNDER ANY CIRCUMSTANCES . ALL NEW EMPLOYEES TO BE TRAINED ON HOW TO USE THE ITEMS CORRECTLY, E.G. STEAMING, (NO UNDER 18’S TO STEAM) . MAKE SURE ALL ELECTRICAL ITEMS ARE DISPOSED OF PROPERLY AND NOT LEFT ANYWHERE THEY’RE NOT MEANT TO BE SHOP FLOOR SAFTEY: . IF THERE ARE ANY SPILLAGES MAKE SURE IT IS CLEANED STRAIGHT AWAY SO NO CUSTOMERS OF EMPLOYEES SLIP . NO WIRES OR CORDS TO BE LEFT HANGING OR ON FLOOR . ANY SUSPICIOUS PACKAGES REPORTED IMMIDIATLEY TO MEMBER OF MANAGEMENT AND SHOP SECURITY STOCKROOM SAFTEY: . ALL LADDERS ARE TO BE SAFETY TESTED EVERY WEEK BY A MEMBER OF MANAGEMENT AND TO BE SIGNED OFF AS PROOF . DO NOT USE A LADDER IF IT IS UNFIT TO USE, USE A KICK STOLL INSTEAD . MAKE SURE ALL LADDERS AND KICKSTOOLS ARE KEPT IN A SAFE AND SECURE PLACE . APPROPIATE SHOES TO BE WORN, E.G. BOOTS THAT COVER WHOLE FOOT, NOT SANDALS. IF ANY MEMBER OF STAFF WEARS INSUITIBLE SHOES THEY ARE LEGIBLE FOR ANY ACCIDENTS THAT HAPPEN TO THEMSELEVES . ENSURE EVERY EVENING ALL ELECTRICITY IS TURNED OFF TO SAFE ENERGY
YTEFAS & HTLAEH
Manager signature ……………………………………………… Employee signature ……………………………………………….
- Product standards are the standard in which the store product is placed within the store, and ultimately it should be at high standard. - Within FarFetch, we expect high standards in store, due to the fact we are selling high quality clothing, this means making the store presentable before, during and after the store opens. - By keeping high standards it means that customers will be able to find product easier and it will make the clothing more appealing to buy. - By keeping the standards to the expected level it will also keep it easier for employees to do their jobs and find product for their customers. - Keeping the stock room tidy is also quite a big asset, as without a tidy stockroom it would be difficult. - Standards should always follow store guidelines, e.g. finger spaced hangers and all items having the hanger front facing to the garment. - Product standards are a key essential of having a successful store
Service standards are important to customers, potential customers and therefore important to us at Farfetch. They help to establish what customers can expect from us. What service standards do our customers expect? 1. Accuracy – This means accurate information on our products, and our delivery and return policy. 2. Meeting expectations – always meeting the customers’ expectations and assisting them with any help they may need. 3. Constant help – whether this be on the shop floor, the tills, or on out web chat online. We promise immediate and efficient help. Always putting the customer first before any other problems or task The 5-step process This simple 5 step process will help guide you when dealing with customers 1. Greeted 2. Determine customer needs 3. Features & benefits of the product 4. Objections 5. Closing the sale Quiz When replenishing the denim section, you see someone is waiting at the till do you… A – finish off replenishing the denim and suspect someone else will assist to the customer B – assist the customer straight away and finish replenishing the denim after helping the customer (circle the correct answer)
Published on Mar 14, 2018