2. *
* My name is Leanne Keefe Haliburn
* I am 20 years old
* I live in Ealing in London
* In my spare time I train in many
styles of dance such as Ballet,
Contemporary Jazz/Lyrical, Tap and
Jazz. I train at Dance Works and
Pineapple Dance Studios.
*I have a passion for Musical Theatre
and have seen may West End shows
*I enjoy travelling and have been to
many parts of the world
* I love taking photographs.
3. *
* Demonstrating – Prams
* Answering the phone – about stock items
* Explaining information to customers
* Listening
* Comparing prams ( e.g. Travelling- Ask what they would use it for.)
* Order Forms/Checking order forms
* Checking stock levels
* Dispatching – Scanning – Dispatch docket – Dispatch book
* Filling out SPD forms – Manual entry
* Letting the customers practice dismantling prams
* Writing down prices of products
* Communicating with my colleagues
* Answering Questions
* Communicating with buyers – Stock levels/Emails/Order Forms
* Checking orders/Tracking them
* Replacement Frames – (Q Numbers) – Communicating with
customer loyalty
* Re-stocking
* Sending Emails – Customers/ Buyers
* Information of 10% Weekends
* Assembling Prams
* Meetings – Buyers/Managers/GSM/Brands
* Working with Personal Shopping Team/By Appointment/Penthouse
* Putting items on hold – Customers/Staff
• Sale items
• Sale take down
• Ex- Display prams
• Communicating with shipping team
• Leaving handovers – emails
• New stock
• Limited Edition – Special Edition Stock
• Communicating with transactional services
• Exporting Items – Shipping
• Dealing with ‘Challenging and difficult customers’
• Delivering items to Elite/Black tier homes – On
foot!
• Helping customers to their car with items
• Door 5
• Communicating with dispatch – finding if items
have been dispatched and when they are going to
be delivered
• Giving directions in the store
• Team work
• Following up with customer information
• Writing in the log book – leaving messages
• Contacting customers back
• Greeting customers
• Going to the Nursery Stock Rooms
• Communicating with customer loyalty – Sending
images
• Filling in call cards
• Doing refunds
• Doing exchanges
• Brand knowledge
• Order log Survey
4.
5. 4 Main Key
things we
do in
Nursery
Furniture
1.)
Demonstrating
Prams to
customers
2.) Dispatching
items
3.) Answering
questions – over
the phone and in
the store
4.)
Communicating to
my team and
buyers
7. *
*1.) – My Team:
- Supportive
- Knowledge about Nursery Furniture
- Demonstrating the prams – becoming more confident demonstrating them to
customers and my colleagues.
- Dealing with challenging and difficult customers
* 2.) – Being Organised/Planning:
10% Weekend
Being prepared for a 10% weekend
Dispatching items to customers – working with personal shopping with a client.
8. *
* Being dedicated to providing excellent service to customers
* Being understanding and sensitive to cultural differences of
customers
* Remaining calm, positive and helpful under pressure
*Being helpful to colleagues and working as part of a team
* Being flexible in helping in other departments when needed
*Contributing £97,980 to Department Sales
9. *
* From the 7th of September 2015 to the 27th of February 2016
Total Sales for 6 month period £ 97,980
10. *
Hussain: When Leanne entered
the department she was thrown
into the deep end of Nursery
Furniture. She lacked self
confidence but on the other hand
she was determined and
motivated to learn the products.
She was an enthusiastic learner
and gained in confidence over
the time she spent in the
department Leanne gained a wide
range of product knowledge and
developed her selling skills. With
training from her colleagues she is
now able to deliver the Harrods
luxury service experience that is
expected from all sales
associates. Overall I feel that
Leanne knows what it takes to
deliver excellent customer service
at a luxury brand within Harrods. I
feel that during the period of
having Leanne at the Nursery
Furniture department she gained
the skills and development to
proceed within her training
programme and enter a new
department.
Matthew:
Leanne has developed into
a core member of the
nursery Furniture family. I
believe Leanne has come a
long way from the shy
sales associate to a
confidant and integral
member of the team.
Nursery furniture is not
the easiest department to
work in dealing with all
manner of products and
clients, as you will see
from her presentation
there is never a dull day in
nursery furniture. Leanne
is able to give information
on all the vast number of
products we sell in
addition to be able to deal
with any difficult situation.
The team and I will be sad
to see her go but I believe
she will be an asset to her
new department with all
she has learnt in nursery.
Stefania:
Leanne joined the
department as her first
job. She has been
progressing in very good
way.
It was hard at first to
grasp the basics, in a
short times as nursery
furniture is, sometimes
very fast paced dept.
She struggled a bit with
the shop floor dynamics,
but has improved a lot,
to manage demands and
expectations.
She has learned from
every mistakes and her
resilience is admirable.
She doesn't give in.
Her determination to
learn matches her
genuine interest in
learning about the
business. Her emotions
sometimes can play
against her, but all in all,
she is finding her way
how to manage it.
Well done Leanne!!
Claudia
(Manager):
Working in a
very challenging
department,
Leanne has
managed to
learn about the
products and
she was able to
complete pram
demonstrations
in a very short
space of time.
Leanne’s
confidence is
growing every
day, and she
fells more
comfortable
during the
Harrods rewards
weekends when
the department
is really busy.
Martell:
Working with
Leanne at the
beginning was a
challenge at the
start, knowing
there was a lot to
learn with little
time as well as
not always being
on the same
shifts, to begin
with she was
pretty quiet and
shy, however
over time of
shadowing
myself and my
colleagues she
became more
confident knowing
that she had
basic knowledge
and the support
of all of us. She
started off as a
Girl from the
Retail Academy
to being like a
younger sister
and part of the
Nursery Furniture
family.
11. * The exclusive items to Harrods –
( e.g. Aston Martin pram, & Savio
Firmino Train Bed.)
* 10% Weekend
* Popular brands such as Bugaboo,
Silver Cross and Stokke.
* Opportunities :
A wider range of bedding for cot beds,
toddler beds and single beds – (children
themes)
Baby monitors
Gates, Guards & Playpens
Travel cots
Travel highchairs
Cot bumpers with children themes to it
for example animals.
Baby Carriers
Baby and children night lights
Pillows
Toddler rains
Baby bottles
Baby sterilisers
Baby baths
Children's play rugs
12. *
Dear Both,
I hope this finds you well.
I just thought to share with you my recent experience in The Children's nursery department, as I have
been served by Leanne.
First I was told by Leanne that the Silver Cross was out of stock so I paid for it full price and then she
promised she will update me when the Item will be available.
I was so surprised that in the very next day Leanne called my office and told my assistance that she is
chasing up the order and she will keep me update it.
The following day Leanne phoned my office and I was there and she confirmed that the Silver Cross is
ready to collect.
She came down with me to put the item it in my car and meanwhile she just keep asking me about my
baby born with a warm smile.
The way she congratulated me for my new baby born was so touched and I believe that's the type
of customer service we need to deliver and with Leanne she got it all.
Great way to approach customers and impressive way to get them emotionally attached and superb
customer service ever.
As member of staff I was surprised with the service and I felt special and my wife was so thrilled.
Thank you again for the wonderful experience ever
Best Regards
Ahmed El Marakby
Senior Brand Manager
Hublot - Luxury Watches
Harrods
