customer experience

Question 1

EC’s of selling

Answer 1

1. determine needs
2. suggest products
3. confirm interest and express value
4. suggest complementary products

Question 2

approach and building a rapport

Answer 2

1. greet customer attentively and uniquely
2. mirror energy
3. compliment sincerely
4. limit your own talking, don’t interrupt
5. body language
6. paraphrase what has been said
   QUALIFYING QUESTIONS:
   what brought you in today?
   have you used our products before?
   would you like to see our new/christmas selections?
   how are you?
   what are you up to today?
   any plans for this weekend?

Question 3

determine needs

Answer 3

1. TED: tell me about, explain how you feel when, describe your skin after….
2. QUALIFYING/OPEN ENDED QUESTIONS!!! ie, were you looking for anything specific today? interested in any products in particular?
   skincare:
   what is your skincare routine like now?
   describe your skin?
   what do you want out of a ____?
   haircare:
   what is your hair like?
   what do you like in a _____?
   what kind of routine do you have currently?
   what would you like address with your hair?
   soap/bath stuff:
   have you tried our _____s before?
   what is your bath/shower routine now?

Question 4

suggest products

Answer 4

• 2-3 items!!!!
• “let me show you a few things…” “i’ve got a couple things in mind that i’d love to show you”, let them know there will be more than 1
• emotive language!!!!!! describe as a food, a music, an outfit!!!! get excited fucker!!!!!
• know 2-3 key ingredients
• ethics n shit!!!
• DEMO!!! what is it, what’s in it, how do u use it? ingredients benefits etc!!!
• personal shit

Question 5

confirm interest and express value

Answer 5

soft confirm: how do u like it on your skin? how is that feeling? how are you liking that?
hard confirm: could i grab one of those for you? can i pop it in your basket for ya? i think you’ll really love it, want me to wrap it up for you?

Question 6

suggest complimentary products

Answer 6

suggest products with the same scents, in the same routines, the same therapeutic shit!!!!

Question 7

Point Of Purchase POP

Answer 7

at the end suggest something around the register or something that matches their shit.