1 WELCOME

WAY.
THE CONSUMER IN AUDIBLE
GREET CONSUMER IN A FRIENDLY AUTHENTIC WAY-WELCOME TO BENETTON

KEEP YOUR BODY LANGUAGE OPEN AND INVITING - MAKE EYE

CONTACT,SMILE,POSTURE OPEN[AVOID CROSSING YOUR ARMS, LOOKING AWAY,
SLOUCHING,LEANING ON FIXTURES OR WALL], RESPECT PERSONAL SPACE.

GREET EVERY CONSUMER EVEN IF YOU ARE ALREADY HELPING ONE.

2 ASK OPEN ENDED QUESTIONS EXAMPLES OF OPEN ENDED QUESTIONS
QUESTIONS -HOW CAN I HELP YOU SIR
WHAT ARE YOU LOOKING FOR
WHAT OCCASION ARE YOU LOOKING FOR
QUESTIONS STARTING WITH WHAT, WHERE, WHEN , DESCRIBE, TELL ME
EXAMPLES OF CLOSE ENDED QUESTION
CAN I HELP YOU
ARE YOU LOOKING FOR DENIM
DO YOU WANT TO BUY SOMETHING CASUAL
ARE YOU LOOKING FOR A GIFT
4 ASK FOLLOW UP QUESTIONS EXAMPLE CUSTOMER LOOKING OUT FOR A DENIM
WHAT TYPE OF FIT YOU PREFER?
CUSTOMER LOOKING OUT FOR A SHIRT
WHAT OCCASION ARE YOU LOOKING FOR - HOLIDAY
SIR, SINCE YOU ARE LOOKING FOR SOMEHTING YOU CAN WEAR ON HOLIDAY I CAN
5 PARAPHRASE THE REQUIREMENT RECOMMEND HALF SLEEVES RESORT SHIRT WITH SHORTS OR SOME FLORAL SHIRT
WITH FOLDED SLEEVES
CONSUMER NEED+PRODUCT KNOWLEDGE WILL HELP IN RECEOMMENDING THE RIGHT
6 RECOMMEND THE PRODUCT
PRODUCT
SHARE PRODUCT BENEFITS
PIMA COTTON- BENEFITS[PIMA IS A HIGH QUALITY COTTON. THE EXTRA LONG FIBRE
PRODUCES SMOOTHER,CLEANER YARNS RESULTING IN A FABRIC THAT IMPROVES
COLOR RETENTION AND RESISTS PILLING.
HIG IQ-LASTING COLOR - COLOR THAT STAYS AND DON'T WASH AWAY, COLORS THAT
STAY BRIGHT, DARK SHADES STAY DARK, COLORS LOOK NEW WASH AFTER WASH
GIZA - GIZA IS A HIGH QUALITY EGYPTIAN COTTON THAT IS GRADED BEST BECAUSE OF
ITS EXTRA LONG STAPLE LENGTH AND EXTRA FINENESS WHICH MAKES IT SUPER SOFT,
SUPPLE AND LUSTROUS.
NOVELTY TECHNIQUE- BONDED TAPE- THIS IS A SPECIAL TECHNIQUE USED TO
REINFORCE THE GARMENT SEAMS. DO NOT IRON ON THE SEAM TAPES.
OFFER CONSUMER THE PRODUCT THAT MATCHES THEIR NEED
BENEFITS AND FEATURES CAN BE FOUND ON APPAREL TAGS
BOXY FIT , RELAX FIT
VISCOSE SOFT HAND FEEL
LINEN- HIGH BREATHABILITY
100% COTTON
ELASTANE- STRECTABILITY
READ THE EXTRA LABEL TAG WHICH GUARANTEES WHAT WE ARE SAYING
BCI
EUROPEAN FLAX- PREMIUM LINEN FIBRE
INDIGO, GIZA, LYOCELL
SPEAK ABOUT THE OFFERS AVAILABLE
7 ALL PROMOS OR ANY OTHER OFFERS PREVAILING IN THE STORES
IN THE STORE
YOU ARE GOING BEYOND WHAT THEY ARE INITIALLY LOOKING FOR AND EQUIPING
8 EQUIPING THE CONSUMERS
THEM WITH HEAD TO TOE SOLUTIONS TO COMPLETE THE LOOK.
TEES WITH SHORTS/DENIM, SHIRTS WITH TROUSERS, OPEN SWEAT SHIRTS WITH TEES,
FORMAL JACKETS WITH SHIRTS AND TROUSERS.
ENCOURAGE THE CONSUMER TO TRY ON THE PRODUCTS
I RECOMMEND TRYING ON THESE SHIRTS AND TROUSERS TO SEE WHICH ONE FITS BEST.
LETS GO TO THE FITTING ROOM
ASSIST THE CONSUMER WITH THE REQUIREMENT AND KEEP IT IN THE TRIAL ROOM BY
9 FITTING ROOM SERVICE.
YOURSELF, CHECK FOR ANY UNWANTED ARTICLES IN THE TRIAL ROOM
MY NAME IS ROZINA, I AM WAITING NEAR THE TRIAL ROOM , YOU CAN CALL ME IF YOU
NEED ANY ASSISTANCE
BE ATTENTIVE, CHECK IN REGULARLY TO CONFIRM THE CONSUMER HAS WHAT THEY
NEED
OFFER ADDITIONAL SIZES, COLORS OR STYLES
LET THE CONSUMER KNOW WHEN YOU LEAVE AND RETURN
10 COMPLETING THE SALE COMPLEMENT SELECTION/REPEAT THE BENEFITS
11 TAKE THEM TO THE CASH DESK FOLDING THE PRODUCT PROPERLY AT COUNTER PACKING IN THE BAG
THANKING THE CONSUMER BUYERS/NON BUYERS BOTH, OPENING THE GATE, HOLDING THE
12 AT THE EXIT GATE BAG FOR THE CUSTOMER TILL THE DOOR
ASSIST THE CONSUMER TILL THEIR VEHICLE IF REQUIRED.
FOR MANAGER'S
Be aware of consumers in your zone HOW MANY CONSUMERS IN YOUR ZONE AND WHERE ARE THEY
Be visible to the consumer ARE CONSUMERS GIVING YOU CLUES THEY WANT HELP
Use breakaway statements
How can you help consumers if
Breakaway statements
you’re already working with one?
You’ve picked out two great shirts and trousers for yourself, I am going to help this
gentleman and will be right back till than Rozina will assist you with all you need.
“You will love these Denim, wh have some tees that would go perfectly with them.
Take a look and I'll be right back after I check on a size for her".
There are three foundational skills for
• Reinforce the consumer’s decision to purchase
completing the sale:
• Gain a commitment to buy
• Build an ongoing relationship with the consumer
How can you gain the consumer’s • If the consumer has products selected but wants to continue shopping, offer to hold
commitment to buy? their selected products. Let them know they can pay whenever they are ready
Thank all consumers and invite them to return
You’ve engaged the consumer, learned about their needs and recommended great
head-to-toe solutions to meet those needs. It is upto us to reinforce their decision to
purchase so they are excited and want to return and continue their relationship with
us. This premium experience helps consumers build a lasting connection to the Brand