AGREE
AGREE
We always operate with integrity at The North Face. Our aim is to convert customers to the brand, not to a transaction. We let them know they BELONG here whether they choose to buy or not.
However, we always seize the opportunity to EXCITE with what may be.
However, we always seize the opportunity to EXCITE with what may be.
It is more important to us that our customers have an experience than that they make a purchase. If they choose to EQUIP themselves with our kit, that’s a bonus.
• You confidently test shoppers’ intentions throughout your interaction.
• You AGREE on the best solution for your customer.
This adventure looks at how to best reach an agreement.
Agreeing
These 3 customer types often display different approaches to buying products.
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TAKE ME TO THE SUMMIT
These customers often like to lead the way. Be careful not to give these shoppers too much time as they can take a long time to serve and you may lose other customers’ interest. Be polite and efficient, get them in the fitting room or in front of mirrors so you can serve others.
LET'S EXPLORE
These customers usually like to be offered suggestions. However, watch out for signs of boredom. If you spot them getting distracted make sure you use testing and closing questions or statements.
FILL MY BACKPACK!
Once you have met their initial need, you have given them two things: the item AND time. They usually think that shopping will take a long time! Since you will have gained their confidence, don’t stop once their initial need has been met. Make statements like “That was easy, now what else is on your list today?”, or ask, “Is there anything else you need today?”. Need suggests necessity and not want. By closing the first item and referring to a necessity, you can close and build at the same time.
CHECK IT OUT…
We know integrity is important; in fact, it’s one of our values.
We never sell ANYTHING to customers unless we are sure they want it, because there’s a chance they will just return it later or hold less respect for our Brand. Instead, we check if our customers intend to buy or not. Here are some suggestions of what you could say to check whether they are ready to buy in-store today...
We never sell ANYTHING to customers unless we are sure they want it, because there’s a chance they will just return it later or hold less respect for our Brand. Instead, we check if our customers intend to buy or not. Here are some suggestions of what you could say to check whether they are ready to buy in-store today...