This document provides training guidelines for sales associates at a retail clothing store. It emphasizes the importance of customer service and being knowledgeable about products, pricing, and promotions. Specific tips include always being engaged with tasks like folding or straightening clothes, asking open-ended questions to customers, informing customers of deals when they enter, thanking customers, and recommending the Pioneer Pass loyalty program. Break meetings at the start and end of shifts are meant to discuss goals, sales, new merchandise, and ways to improve.

1. WHO.A.U Shopping Experience
Customer Service is one of the most important aspects of the retail industry, the
clothing design, quality and brand are all validated by a customers shopping experience
inside the store. This sales training guide will help with your sales technique and being a
more knowledgeable salesperson on the floor.
• Always be knowledgeable about the product and its price point. No customer ever
wants to ever hear "I don't know" or "I'm not sure" (Which are the two most
common responses on the floor). It doesn't look good to the customer and it
doesn't make you look like you know about the clothing you're trying to sell to
them. A proper response to a stock check would be "Let me check" or "I'll run a
stock check right now"
• Associates should always be doing something on the floor, traffic level granted is
not high at all times but its no excuse to be grouped into different corners of the
store leaning on clothing racks, folding your arms and not doing anything at all.
Talking is fine but always be aware of your surroundings in case of customer
needing help or in case of a zone needing maintenance. One of the most common
responses I get is "There's nothing to do...". In retail there's always something that
needs to be done.
• Examples: size stickering, looking to see if all sizes are represented, folding down
a pile, putting clothing in size order, straightening clothing hangers on racks,
filling the floor or even just talking to a customer.
• Associates should always be tasked or zoned out. When coverage is low its okay
for associates to cover multiple zones but when we have the coverage on the
floor, each associate should stay in the zone assigned unless told otherwise by
management.
Customer Service Techniques
• Always try to ask a customer an open ended question. A closed question would be
one they could respond "yes" or "no" to like "Can I help you?" better examples
would be: What sort of style do you like? Do you find any one material more
comfortable than another? What brings you in today? A special occasion? Whom
are you buying for today?
• Person who's greeting should always be letting the customer know about the
current promotion going on inside the store. You should be letting them know that
we have great deals going on and they should capitalize on it! Our current
promotion right now is all denim being $39.50. The person in the front should say
something along the lines of "Hey welcome to WHO.A.U, all denim is $39.50!"
or "Hey try on all our new denim washes they're all $39.50!" even though we
have marketing displayed outside, you reiterating it to them the moment they
walk in will make them want to go to the denim first.

2. • When customers leave always thank them for shopping with us. Even if they don't
buy anything thank them for stopping by.
• Associates who are on the floor should always be customer servicing. There is no
excuse not to try. 90% of all customers who walk in will not want help upon you
approaching them the first time (most are tourists), but its your job to always
follow up with them to ask them if they need a size or if they were looking for
something specific when you see them going through a pile or rack on the floor.
Doing a follow up is also an excellent way to mention a secondary promotion
going on like red-lined merchandise being an extra 40% off.
• The fitting room is nicknamed the selling room for a reason, that's where most
add-ons and decisions take place. Whoever is in the fitting room should be
conversing with the customer and finding out what their preferences are. You
should then be able to make recommendations and help make their purchase even
bigger.
• One thing that should always be mentioned when on the floor , especially when
behind the cash wrap is the availability of our Pioneer Pass. The Pioneer Pass
saves the customer an extra 10% on their purchase on top of whatever sale we
have going on at the moment. Its a great way for a cashier to add on merchandise
during a purchase and a great way to make the customer a repeat shopper. A
cashier should have a goal of 10 pioneer passes per shift.
Break 5
• The Break 5 should be held within the first 15 minutes at the beginning of your
shift and the last 5 minutes at the end of your shift.
• The first Break 5 of the day should consist of what new merchandise is on the
floor, how sales are for the day, what they totaled for the day before and what
goals they have for their scheduled shift. Are they going to provide great customer
service? Are they going to maintain their zone to the best of their ability? How
much clothing are they going to sell for the day? How many Pioneer Passes are
they going to get?
• The ending Break 5 should have the associate recap their day and they should be
able to name 1 or 2 things they did well during the course of their shift. Did they
make any big sales? Is their zone maintained?
• They should also mention one thing they think they could have improved
upon during their shift and how they can rectify that problem the next time.