Servicing The Customers in On-Site and Off-Site Ventures

Chapter 17:
Servicing the Customers in On-

Site and Off-Site Ventures
Diamond: Fashion Retailing: A Multi-Channel Approach. (C) 2006 Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved
The Fashion Salesperson
 Sell the product

 Provide the service ‘extras’
 Promoting the store’s image
 Acting as Intermediaries between the
customer and the buyer
Sales Clerk v Sales Professional
 Sales Clerk  Sales Professional

 Directs customer to  Determines customer
various areas of store needs
 Retrieves unwanted  Suggests merchandise
items  Solves problems
 Performs cash register  Coordinates and
services for items chosen accessorizes outfits
by customer
Service ‘Extras’
 Provide chairs for shopping companions

 Take shopper’s coat
 Tend to small children
 Ring up merchandise from other departments
 Assist customers with packages to car
 Make the customer feel special
Characteristics of the Successful Sales
Associate
 Appropriate appearance
 Communication excellence
 Product knowledge
 Company knowledge
 Consumer knowledge
 Company loyalty
Sales Presentation
 Approach the customer

 Determine needs
 Present the merchandise
 Overcome objectives
 Close the sale
Handling Objections
 Agree with customer (“Yes”) then offer a

solution (“but …)
 Ask questions
 Approach with positive attitude
 Leave the door open for future business
Signals the Shopper Is Willing to Buy:
1. May I leave a deposit?

2. Can it be ordered in my size?
3. Can you locate it at another store?
4. Is there a delivery charge?
5. Can this be changed for another item?
6. Can I get a refund if I change my mind?
Questions to Ask the Shopper
1. Would you like to pay cash or use a credit

card?
2. Could I give you a card to enclose with the
gift?
3. How much time is there before you need
the item?
4. Would you like the blue or the black?
5. This item will be perfect for you.
Incentives for a Successful Sales
Program
1. Promotion availability
2. Recognition seminars
3. Proper staff training
4. Periodic evaluations
5. Pat on the back
On-site Customer Services
 Reward programs
 Registries
 Corporate services
 Personal shoppers
 Interpreters
 Visitor services
 Merchandise alterations
 Exclusive shopping hours
 Credit cards
Trends in Customer Service
 Non-interest installment purchase

 Personal shopping service
 Expansion of dining facilities
 Concierge service
 Corporate buying program

Servicing The Customers in On-Site and Off-Site Ventures

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Chapter 17:

Servicing the Customers in On-

 Sell the product

 Sales Clerk  Sales Professional

 Provide chairs for shopping companions

 Approach the customer

 Agree with customer (“Yes”) then offer a

1. May I leave a deposit?

1. Would you like to pay cash or use a credit

 Non-interest installment purchase

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