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By: Fatema Ali 10-30-08 Training & Development

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Agenda For Today: <ul><li>Background and History </li></ul><ul><li>Figuring out what you know </li></ul><ul><li>Learning the Follett method of EXCEL </li></ul><ul><li>Implementing what you learned </li></ul><ul><li>Pop Quiz </li></ul>

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History <ul><li>President of Follett: Tom Christopher </li></ul><ul><li>Began in 1873: Wheaton, Illinois </li></ul><ul><li>Objective: </li></ul><ul><li>To help all college bookstores become world class multi-channel academic retailers. </li></ul>

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Background <ul><li>EXCEL – from robotics to 2 nd nature </li></ul><ul><li>Why this method is important </li></ul><ul><li>Proven success </li></ul>

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Any volunteers?

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The Process <ul><li>E is for E ngage </li></ul><ul><li>X is for e X plore </li></ul><ul><li>C is for C ollaborate </li></ul><ul><li>E is for E xecute </li></ul><ul><li>L is for L eave them smiling </li></ul>

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Let’s see how much we’ve learned

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Not in stock? <ul><li>… .eFollett! </li></ul><ul><li>Always easier and convenient to order your exact book(s) online. </li></ul><ul><li>We’ll call you when it’s ready for pick up! </li></ul>

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**Pop Quiz** <ul><li>What state was Follett introduced in? </li></ul><ul><li>A. New Jersey </li></ul><ul><li>B. Texas </li></ul><ul><li>C. California </li></ul><ul><li>D. Illinois </li></ul>

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<ul><li>What is the acronym for Follett customer service? </li></ul><ul><li>A. RESELL </li></ul><ul><li>B. EXCEL </li></ul><ul><li>C. EXPLORE </li></ul><ul><li>D. EXPLAIN </li></ul>

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<ul><li>How should you approach a customer who did not realize he was the next person in line at the check-out counter? </li></ul><ul><li>A. “Are you blind? Hello?!!” </li></ul><ul><li>B. “Why don’t you pay attention?” </li></ul><ul><li>C. Walking towards them: “I can help the next person in line.” </li></ul><ul><li>D. “You’re not the only one in line!” </li></ul>