Acronyms And Such Flashcards
GAP: The 3 principles that guide everything we do
Guest Service: Our focus on guest service allows us to provide our guests with the information they need to make the right choices for their pet and their care. By delivering a superior experience, we have become a resource for pet owners and a place where people who love pets want to shop
Animal Care: Our focus on animal care ensures that we are providing the best quality healthy pets available to our valued guests. Teamwork and communication plays an integral role in the overall well-being of the animals in our care. We understand that our animals rely on us to find them their forever homes. Our objective is to inspire our guests to want to adopt our socialized, happy pets!
Presentation: Presentation of a Petland store and presentation of our team members, is of primary importance to our company and to our guests. The perception of a Petland store begins before we even open the front door. As a Petland team member, making sure the store is inviting, clean, well merchandised and that all of our staff are in clean, pressed uniforms, will ultimately result in our guests wanting to return Of course, it also feels really good to work in an environment you can feel proud of
4 Steps to Great Guest Service
And GDDC acronym
- Greeting
The ultimate goal of the greeting is to open the door to a relationship. Without a solid beginning, a trusting relationship between you and your guest can be hard to come by. - Determining Guest Needs
This step will enable you to determine what your guest wants and why they want it. This information allows you to tailor your demonstration and show the guest exactly what they’re looking for. - Demonstration
This is your opportunity to educate the guest and match their wants and needs to an item’s features, advantages and benefits. - Conclusion
The conclusion will ensure that your guest is satisfied with the merchandise they’re buying and their experience in your store.
Good Dogs Deserve Cookies
The 10/10 Rule
Every time a pet counsellor comes within 10 feet of a guest, they are expected to greet them within 10 seconds.
A prompt and courteous greeting lets guests know that there are pet counsellors available if they require immediate assistance.
The rule is simple enough to follow, every time you find yourself nearing a guest smile, make eye contact and say
“Hello.”
This will ensure that guests feel welcome and comfortable while shopping in your store.
Interestingly enough, the simplest way to get guests to approach you is to be busy.
When you ARE busy doing tasks such as dusting, putting away stock, cleaning pens or glass, guests find it less intimidating to ask for help.
Guests who feel comfortable may stay in the store longer, return more often and will be open to talking honestly with pet counsellors about their pets.
If possible, do while walking as it seems less intimidating
FAB acronym
(Feature-Advantage-Benefit)
Feature: A feature is a physical part or characteristic of a product: what is it made of, how is it made, the colour, design, style, shape, size, warranty and so on. Every product is composed of various features the manufacturer included to be similar to or different from the competition’s products.
Advantage: The advantage is why it is better having that feature versus not having it.
Benefit: A benefit is what the advantage will do for the guest. How will the guest benefit?
Petland Rescue Partnerships mission statement
To support and help create programs that save the lives of homeless pets, educate people on creating and sustaining a healthy community for pets and people and bring awareness and education of companion animal-welfare issues
The Petland Mission Statement
Our pet counselors are dedicated to matching the right pet with the right customer and meeting the needs of both.
To our customers who already own pets, we are dedicated to enhancing their knowledge and enjoyment of the human-animal bond.
