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Sales Team Training Program Annik
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Introduction・3 Brand story・4 Product overview・5 Technology・7 CRM (Customer Relationship management) ・9 On the floor・11 Online and mobile・13
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INTRODUTION
Due to the complexity of selling today, new sales personnel require a creative easy to use problem-solving approach to fulfilling customer’s needs in a valueadded manner. This fundamental approach differentiates a company’s products and services from its competitors by creating practical enhancements to their customer’s business. In our sales training program we will bring our family the essential skill and a good understanding of how important sales playing a key role in fashion industry. WELCOME! By accepting a position at Rag & Bone you are now a part of one of the most recognizable fashion lifestyle brands in the world. To our customer, you represent the image they see in billboards and in magazines. Your initial training will introduce you to the Rag & Bone Customer Experience. You will be given the tools and information you need to be successful in your role. As a Sales Associate, you introduce our external customer to the Rag & Bone lifestyle and create brand loyalty through commitment to service and excellence. We believe you are a customer as well. Your managers will do their best to provide an excellent customer experience to you, our internal customer, during your training and throughout your career with Rag & Bone.
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BRAND STORY
From its origins in New York in 2002, rag & bone instantaneously distinguished itself by combining their British heritage with directional, modern design. Today, Marcus Wainwright and David Neville's brand has become synonymous with innately wearable clothing that inn rag & bone offers a full range of men's and women's ready to wear, shoes and accessories collections. Today, rag & bone operates 20 stores worldwide, seven of which are in New York City and four are in California along with its e-commerce site at www.rag-bone.com. Stores are also located in Washington, D.C., Boston, MA, Dallas, TX, Greenwich, CT, Aspen, CO, and Bal Harbour Florida. International stores are located in London, UK, Tokyo, Japan and
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Hong Kong. Rag & Bone is also available in boutiques and department stores in over 57 countries worldwide.
PRODUCT OVERVIEW What we proud of High-end tailored separates including denim, suits, dress pants, blazers, leather jackets, dress shirts, and coats, as well as accessories such as shoes, neckwear and bags. General price range Jeans are approximately $250, dress shirts start at $200, pants at $350, and outerwear ranges from $500 to $2,000
Product Knowledge Training Knowledge is power and for retailers, product knowledge can mean more sales. It is difficult to effectively sell to a consumer if we cannot show how a particular product will address a shopper's needs. Read on to learn some of the benefits of knowing the products you sell. You will learn things such as:
Pricing structure Employee has the response to be familiar with our price range, before the collection arrived, we’ll provide product’s detail and price to employee. Style and Texture
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We’ll do analyzing game for the latest collection also discussing the textile and design, giving employee the opportunity to receive more knowledge in field. History of Rag & Bone Fill the quiz form after finish training program about how, where and why Rag & Bone started, what’s the position we are in the industry. How to show what the customer is interested in We’ll have role-playing to giving live examples. Our special manufacturing process
Many new technology are being used in fashion design now days, it is good for employee understand the process, the difference between product by comparison. We provide stuff commission of season collection in order to develop more intimate understanding of features and benefits also can offer real-world examples of product. Training program will be changed by each season, make it fun, effective and short, we appreciated all of you taking time to learn with us together. During the training we’ll create peer training scenarios, Pair higher achieving employees with less efficient ones to help in the training process.
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TECHNOLOGY We are seeing opportunities to leverage technology throughout the learning process. When trying to improve the effectiveness of sales training, how technology can help your efforts. We focused on what you’ve learned, extend your interest to help each other to master the topic, as we noted before, it’s essential to view training as a continuous learning process and not a single event. We have Rag & Bone network of trained reps, it gives us the community we need to sustain the conversation and continue to grow. An online learning environment packed with sales courses, sample presentations and tutorials become an around-the-clock virtual classroom chock-full of ways to engage your sales teams and measure your ROI. The incorporation of social and mobile tools into the training process not only aligns with how people are digesting information, but it also helps show if reps are understanding and retaining the knowledge, which in turn, can lead to a growing company bottom line.
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1. Take off the social media leash
Train reps to connect leads online and via social media. More and more customers and prospects are expanding their usage of Twitter, Facebook and LinkedIn from personal to professional by making purchasing decisions and engaging with salespeople socially. Incorporate training that focuses on how to leverage social media sites and track engagement. 2. Allow for anytime access Learning is not a point-in-time event; it is ubiquitous. Sales teams should be able to access content, information and subject matter at any time to help facilitate the practical application of what is being learned. 3. Go mobile Just about everyone has a cell phone or tablet. In fact, a recent PewResearch study showed that 91% of American adults have a cell phone and 56% have a smartphone. Capitalize on this reality by delivering training programs that are accessible on the devices your employees use every day. Allow for push notifications to immediately alert sales reps of pertinent regulatory changes. 4. Adopt social learning Informal social learning often happens randomly around the water cooler and in conference rooms. But it is now starting to happen more formally as business leaders recognize the power in encouraging employees to use features like Chatter to connect with others with similar interests, set up online work groups and more.
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CUSTOMER RELATIONSHIP MANAGEMENT The Fashion industry is a highly discussed issue today, and as it is very competitive, the awareness among consumers, especially male consumers, has increased. Through a
preliminary research conducted by the authors, it was evident that creating customer relationships enables Fashion companies to maintain a competitive position in the market. Also, it was believed that since men tend to stay loyal and are hesitant to purchase apparel from new stores, developing and maintaining relationships with them is crucial.
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Rag & Bone CRM on-site program let employee to be understand how to win customer’s trust and build a long life relationship, such as tips below: 1.The art of pressure 2. Pre-call research is essential 3. First, help your prospects understand that they have a problem. 4. What you say means nothing; what your customer believes is everything. 5. Understand what’s standing between your customers and their goals. 6. Turn your weaknesses into strengths. 7. Make a compelling statement that’s sure to grab the undivided attention of decision-makers. 8.Sell the product, and yourself
Our customer isn’t just shopping for a new pair of jeans, a watch, or a handbag. Our customer wants to be a part of the Rag & Bone lifestyle. They want to find something special, treat themselves, or find their new favorite outfit. Your training in the Customer Experience will prepare you to wardrobe the customer. You will receive ongoing training in our product and selling techniques through the 5-Minute Meetings. The 5-Minute Meetings are meant to keep a Sales Associate up to date with the latest fashion trends and new deliveries. These types of meetings will be discussed in detail in chapter 3. There are seven customer impression points
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by which our customer compares the Rag & Bone image to their actual shopping experience in our store. Combined, these impression points make up the Rag & Bone Customer Experience. When every interaction with your customers exceeds their expectations in all of these impression points, you are delivering the Rag & Bone brand promise.
Customer Impression Point #1 – Windows Customer Impression Point #2 – Greeting Customer Impression Point #3 – First Impression Customer Impression Point #4 – Staff’s Knowledge Customer Impression Point #5 – Fitting Room
ON THE FLOOR There are many important aspects to remember while on duty, which will be discussed in the following. This includes clocking in, pre-opening duties, shipment, 5-minute meetings, working the register, etc. Keep in mind, your performance and attitude while on duty will either bring customers back or drive them away. Be sure to always give our customers the Rag & Bone Customer Experience to ensure they do in fact come back to our store. We’ll give every employee a handbook which contents all details such as:
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Clocking In As a good rule of thumb, show up for your shift around five minutes early. Before clocking in, you must first meet with the acting manager on duty so he or she is aware that you are present. Sales Associate scheduled is present to cover your zone. Prior-Opening Duties When scheduled for opening shifts, you must wait for the manager that is also scheduled with you to show up, as he or she has the keys to open the store. After that, do not forget to clock in. Typically, an opening shift will start two hours prior to the store opening for business. This gives you enough time to complete the required duties listed. Shipment If time allows before the store opens, the manager may ask you to process shipment. Shipment 5-Minute Meeting A 5-Minute Meeting is meant to give you updated information on the store, procedures, and merchandise. It also serves as helpful reminders on things you may have forgotten. These meetings are
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conducted with the acting manager five minutes before your shift or five minutes  Answering Incoming Calls When calls come into the store, it will typically be other GUESS stores calling to see if we have merchandise not found in their store. On other occasions, it will be customers asking about merchandise. Whoever may be on the other line, you should always answer the phone using this
Online and Mobile Along with regular site, we also had mobile and in-store technology experiences that were often powered by what we were doing on the e-commerce side. This became a very signficant part of the business as mobile evolved and eventually, it became its on team. However, since mobile is such a key part of e-commerce today, I'd assume that the majority of all e-commerce businesses should make mobile part of the entire experience.
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Employees are permitted to use store devices for posting styling tips, store news, event reporting... , to our social media platform. Being aware of what’s in trend on social media, any news from Rag & Bone. With store’s smart screen, it creates a convenient platform between customer and brand, customer using smart screen to see full collection, report problem, survey filling‌ , according to all these data, we could more effectively upgrade our sales training on solving problem, gain improvement.
Thank you.