Sales Manual - English by Richard Harary

INDEX COMPANY 

Get to know a little about your job



Attendance



Macrobaby Pin



Team for attending to American customers



Monthly Meeting



Stand up Meeting



Errors committed - sale of the wrong product



Sales points transfers

 

Sales through personal Whatsapp Types of Warnings: Verbal warning, write up and suspension

RULES

SALARY AND INCENTIVES

8 8



Commissions



SPIFF



Training Period



Goal for local customers



Goal for Services



Best Seller Person - for tourists and locals



Commission for the trainer in sales and in products

PROCEDURES 

When a customer asks for a discount



When you see a child making a mess in the store



Products paid for but not picked up



What to do when you aren't with a customer



Shelf restocking in the store



Placing price tags on merchandise



Merchandise price reduction



Hooks - Which to use?



Check if the Hook has the right price



Products that are unavailable at the warehouse



Special Order



Sale of the display item



How to proceed if the customer asks which is the best brand for a given product



What to say to the customer when she looks for a product by Chicco



What to do when a customer is looking for a product we don't know



Product Reservation



Learn some phrases in English to help you in attendance

CONDUCT  

Posture of the salesperson before the customer What not to say to the customer



Relationship with the customer



How to deal with an altered/nervous customer

SALES INSTRUMENTS  Baby checklist

 Brochures

 Price Match  Discount for locals (Florida Residents)

 Price comparison between stores

 Gift Card

 SPEC  Wi-Fi Card

 Freebies

 Youtube Videos

 Facebook

 Fanny pack

 Measurement Conversion Chart

CLOSING THE SALE

COMPANY Get to know a little about your job Being a salesperson is an art and every day you will need to analyze the profile of your customer in order to define the best way to conduct your sale. Sympathy and a smile should be a part of your daily attendance. Always welcome the customer and ask if they would like some help. Attend to the customer, sell what they are looking for, offer other products and always present new items. If they are looking for a product we don't work with, tell our purchaser. And if you notice an absence of an item in the store, which you have already seen, advise one of the managers so that they can make a merchandise replacement order. Always be attentive to any customers who are not being attended and always be ready to cooperate. you will be responsible for one department and you should help in restocking and organization. Always fix the displays items after you show them to the customer. Upon seeing things arranges, customers will be careful to keep the products in their places. In addition, whenever you sell a product on display, remember to request a replacement. We cherish being proactive and whenever you aren't with a customer, walk around the store and help with organization, regardless of being in your department or not. Change the yellow tags on the hooks and on products so that they always have a new appearance and always be open to cooperate with the activities that your supervisors request to improve the store. Read and respond to the MacroBaby e-mails daily since we always have instructions about new products and promotions.

RULES Attendance There is no attendance rotation among salespeople for customers who enter MacroBaby. At the store entrance, it is just necessary to say "Hi, welcome to MacroBaby," and if the customer has already come with a list asking for help from a salesperson, you should start attending to them. If the customer does not ask for help, you should let them look around freely. All of the salespeople should approach the customers who are alone in the store, greet them and ask if they need help or if someone is helping them - "Welcome to MacroBaby. Is there anyone helping you?" If so, call the salesperson on the radio and if they are unavailable, ask the customer if they would like to wait for the other salesperson or if you could help. It is the customer who will decide who she wants help from. If you helped a customer, explained about the products, were sympathetic and captivated the customer, she will look for you when she needs help. Now, if the same customer, to whom you have shown the products, doesn't decide on them, it is because you were not able to close the sale and if she would like to be helped by another salesperson, she can be. At the same time, if she comes back another day, the sale will go to whomever helps her that day and not the salesperson who helped her the first time. Remember that the customers are MacrBaby's since it is the store that invests more than $50,000 per month in marketing. When you are helping your customer, give them your maximum attention since this is our differential! If you don't know how to speak English, tell the customer to wait a moment and immediately call another salesperson who speaks English to help them; There are times in the store where it is intensely busy and you will need to divide your attention between more than one customer at the same time. Be flexible to help when a customer really needs it and leave them alone to choose products that don't need so much explanation; If the customer asks for exclusive help, tell them about our Macrobaby VIP service which offers personalized attendance, give them a brochure and if she is interested, tell her to get in contact with our customer service to make an appointment. Soon you will learn more about this service; Use these tools to increase your sales!; Always be well informed and up on new items, watch our videos, read our e-mails, have our brochures on the tip of your tongue and study about the products whenever you have time. A well-informed salesperson will be very successful! Don't leave before you finish helping your customer. Finish what you started! If you really need to, tell the manager, talk to you customer and explain that you will need to leave. Pass the sale on to another salesperson. Don't leave your customer without referring them to someone in the store. An abandoned customer in the store could create a bad impression.

MacroBaby Pin We want the customer to feel special at MacroBaby, and for that, we created a pin for expectant mothers and fathers to wear during their shopping time at the store. There are 2 diferent colors of pin, blue for parents expecting a boy and pink for parents expecting girls. The parents are able to write on the pin the name of their child. The pin was created so the sales persons could have a special connection and interaction with the customers.

Team for attending to American customers Throughout the years, we noticed that American customers prefer to be helped by American salespeople who those who were born here and don't have a foreign accent. We contracted a team exclusively who will use red shirts to help them, in order to set them apart from the other salespeople who use pink shirts. The red team will have priority in helping Americans (Floridan residents) and should approach them throughout the store, providing the necessary assistance. If the American team is busy and there are still American customers needing help, Brazilian salespeople can help them. In the same way, priority for helping Brazilian customers is with the salespeople in th pink shirts, but if necessary, the American team could help when all others are busy. Important: Don't forget to tell about the 10% discount with the acquisition of a Florida Discount Car and Price Match for all customers who come into MacroBaby. When you see a customer who is a Florida resident leaving the store without buying anything, try to find out why and tell the about the advantages of buying at MacroBaby.

Monthly Meeting Obligatorily, once a month a meeting will be scheduled, on off time, with the aim of discussing products in the SPIFF, new products in the store, new rules, listen to employee ideas, new discount coupons and any other subject that may be necessary. On rare occasions, additional meetings could be planned according to company needs. Employees may suggest topics to be included in the agenda whenever they find it necessary, by an email to their superior or to whomever is scheduling the meeting.

Stand Up Meeting The managers will do a daily stand up meeting of 15 minutes before each shift to talk about store matters, to announce the product of the day, new procedures, and general announcements. For that reason is very important that all employees get to work on time.

Errors committed - sale of the wrong product We know that errors can happen, but the company cannot deal with them alone, especially when it causes financial loss. However, be aware of the procedures so that nobody suffers any financial prejudice. - If a customer asks for a product and the salesperson prints the wrong product tag, the customer pays and picks up the wrong product, the salesperson who helped the customer is responsible for this error. For example: the customer buys a stroller and a car seat adapter and you print a tag for the wrong adapter. The customer will only notice the error when they

assemble their stroller and are unable to attach the car seat. Undoubtedly, they will call complaining and we will have to send the correct product. The shipping cost and the price of the product with be charged to the person who made the error. Sales points transfers It is not permitted to transfer points under any circustance. Each employee must achieve their goal in order to get sales commission. If caught, both employees will get a warning.

Sales through personal Whatsapp No employee is authorized to use their phone during work hours. If for some reason the customer got an employee personal phone number and tries to contact him, the employee should direct the customer to the macrobaby email (sac@macrobaby.com). All customers requests should be registred and that's not possible if the conversation happens through whatsapp.

Types of Warnings: Verbal warning, write up and suspension There are 3 ways to warn an employee: Verbal warning, Write Up or Suspension The choice of the warning will depend on the seriousness and the situation, and it will be the Director, General Manager, Manager, Assistant Manager or Team Leader to decide. With a Verbal Warning, the employee will pay $25.00. For a Write Up, the employee will pay $50.00 and after the third write up in the same year, the employee will be suspended and may be fired from the company. With a suspension, the employee will pay $100.00. According to the seriousness of the action, the employee could receive a suspension even before receiving a warning. Each year at the company, all of the warnings given previously will be eliminated.

SALARY AND INCENTIVES Commissions MacroBaby has a commissions program with a gradual percentage according to the total amount of sales for the week. Every Friday, the commission from the previous week will be paid (remembering that the week starts on Thursday and ends on the Thursday of the following week).

Some products in the store already have specific points and at the end of the week, it is necessary to have a sum of 50 points to validate the payment of the weekly commission. This will be valid for salespeople on the Brazilian team who work the morning shit, when more customers come in. For the afternoon shift, a goal of 30 points will be considered to validate the commission. For the Americans team who speak Spanish, a goal will be 20 points to validate the commission. The product list is available on our system and is open access for all of the employees to check. A % (percentage) of the commission will be gradual according to the total amount of sales and is different for the different sales teams (Brazilian and American), i.e., you could earn from 0.25% to 1% commission, depending on the total amount of sales in the WEEK. Calculation of the commission will follow the following rule: 

BRAZILIAN ATTENDANCE TEAM

% 1



Morning shift Amount of the weekly sales > $ 55,000.00

Afternoon and part time shifts % Amount of the weekly sales 1 > $50,000.00

0.75

> $40,000.00

0.75

> $35,000.00

0.50

> $25,000.00

0.50

> $20,000.00

0.25

> $15,000.00

0.25

> $10,000.00

AMERICAN AND SPANISH ATTENDANCE TEAMS Full Time –American % Amount of the weekly sales 1 > $27,500.00

Part Time - American Amount of the weekly sales 1 > $20,000.00

0.75

> $20,000.00

0.75

> $12,500.00

0.50

> $12,500.00

0.50

> $7,000.00

0.25

> $7,500.00

0.25

> $3,500.00

Our mission is to bring local customers - Florida residents - and for that reason, the american sales team will get double sales comission. Ex: If they sell $1000 for a local customer, it will count as a $2000 sale.

We will apply some exceptions with respect to points and the calculation of the commission: 1) In the months of July and December, the goal and points will be reduced to 30% due to the reduction of customers in the store. 2) For the salespeople from the American team who do not speak Spanish and Portuguese, points will not be required to earn a commission.

SPIFF Macrobaby offers other forms of bonuses in addition to the commission and salary. One of them is SPIFF, which is paid for the sale of given services and is a great opportunity for you to increase your salary. Stay tuned to the brochures and offer your customers the guarantee in Brazil, a 4D ultrasound, embroidery, sale and assembly of the luggage, Virtual Layette, among others. SPIFF will be paid weekly. Some prerequisites may be required to receive your weekly SPIFF and you will be told about this. Ask your manager what the prerequisites are for the period.

Product of the day The store manager will daily pick a product and quantity to be sold that day. The sales person who sells more of that product will get a bonus of $10 on their next paycheck.

Training Period All salespeople who are signed on will go through a 2-week training period. In the first week, they will receive payment only for the hours worked, not having a right to commission, SPIFF or any other bonus. In the second week, it will be the management's choice to define if the new employee is apt to assume attendance alone and therefore receive commissions and SPIFF for the products and services sold.

Goal for local customers Beyond the overall goal, we also have a goal for local customers, i.e., Florida residents. The goal is to surpass $250,000.00 in sales over the month for this specific group of customers. We are heavily investing in order to attract this audience and we need to work together to reach this goal. If successful, all employees involved will earn a bonus of $100.00 (salespeople, managers, buyer, cashier, customer service and office).

Goal for services MacroBaby implemented a new system of GOALS for the sale of our services. Meeting the goal is a requirement for receiving full SPIFF for the products sold, i.e., each service will have a minimum value to be sold during the week. That is to say that if a service has a minimum value of 7 and the salesperson sells 6, they will receive HALF the SPIFF for the 6 products sold, but if the goal for another service is reached, they will earn full SPIFF.

The goals were created so that all of the salespeople work hard since we noticed that some make an effort to sell services and others don't. The minimum value could be altered and you will be able to accompany them through the monitors in the kitchen. Get to know the minimum goals: SERVICE

SALES GOAL

• 4D:

1 per week

• Argo Bag:

7 per week

• Limousine:

1 per week

• Primo Passi:

6 per week

•Prudential:

2 per week

•Photo:

1 per week

•Baby Jolie:

2 per week

•Embroidery:

2 per week

EXTRA BONUS: The salesperson who sells the most services, being a MINIMUM OF 3 ITEMS, will earn $25.00 at the end of the week. For example, if salesperson XXXXXXXX were to sell more 4D, embroidery, and Limo, he/she will earn an extra bonus, but if he/she was the salesperson who sold the most embroidery and Limo, no bonus would be given because it has to be a minimum of 3 services.

Best Salesperson - for tourists and locals At the end of each month, the company will calculate all of the sales from the whole team of full time workers, the total sales per hour, separated by local customers and tourists. The 3 best salespeople for the month, for tourist customers, will earn $75.00, $50.00 and $30.00, respectively. The 3 best salespeople for the month, for local customers, will earn $100.00, $50.00 and $35.00, respectively. The bonus for sales to local customers is greater since it is our aim to encourage attendance to these customers, because we believe that this will strengthen the corporation and such values will be paid through stars. An employee currently on vacation will have to be back at work for at least 17 days to qualify to win as the "Best sales person of the month".

Commission for the trainer in sales and in products Whenever necessary, you could be selected to help train new employees, which could be in the area of sales or products. The new employee will be evaluated after their training and you could earn a bonus for this work (previously agreed upon with the directors).

PROCEDURES When a customer asks for a discount Avoid giving discounts too easily. All customers ask and will continue to ask. Tell them that the prices are already low, that we don't make discounts at the end of the purchase, but that our discount is already given on each product and they will find various promotions throughout the store. Show them the brochure that indicates the savings in buying in the USA x Brazil, which indicates the price comparison with the competing stores and finish by speaking about the difference in service that they won't find in the other stores. Mentioning our Price Match program. The employee should not let the customer leave the store without buying. If the employee feels that the customer is about to leave to look for a better price elsewhere, the sales person should take him/her to a computer to show the competitor prices and assure that we will price match it if necessary. If after that the, customer is still buying only a few items from us and is planing to visit the competitor, call a manager, that will be able to negociate a better discount.

When you see a child making a mess in the store When you see a child destroying the story or running through the aisles, ask the father to please speak to their child. If a child opens a sealed product, tell the parents that they will have to pay for the product. If the parents don't make the child stop and he/she is bothering the other customers or continue destroying the products, call the management to immediately talk to the parents, courteously, but firmly so that they take action. Products paid for but not picked up We don't have sufficient physical space to hold on to customer merchandise. Avoid, in every way, having your customer buy products and leave them in the store to be picked up on another day or at another time. We don't have the logistics for this. If the customer insists and you really need to talk to the management, request authorization to hold onto any merchandise.

What to do when you aren't with a customer Always walk around the store and check if there are any customers not being helped. If not, go to your department and make sure that everything is in order. Walk around the store and organize anything that is out of place. Take advantage of this time to learn about the products you don't know, be it reading the manual or researching how it works on the Internet. Remember that, the more technical information you have, the surer you will be when making a sale. Shelf restocking in the store

Restocking employees are responsible for replacing merchandise in th store. However, all salespeople are obligated to help in restocking whenever they are free, especially in their department. When restocking merchandise, boxes should not be left around the store. If you need to interrupt restocking, put the products in a cart with the employee's name and put it a place that doesn't block customers from circulating, preferably in the deposit, to continue restocking at another time. If you are unable to return to continue with the task you started, put the products where you found them. Don't abandon carts with merchandise in the deposit from one day to the next. Restocking needs to be done not only with products that arrive from the warehouse that day, but also the products that are found stocked in the receiving area from previous days. Stay tuned to the time for restocking merchandise since are logistics for this. The products are separated by department (feeding, bath, accessories, nursing, etc.) and therein by brand. In addition, it is necessary to pay attention to the position of the merchandise on the hooks and shelves. Remember that the larger merchandise should be on the bottom and the smaller ones above in order to facilitate visibility. If you go to put a product where one already is, don't forget to take off the tag with the old price and put on the new price since the customer could be confused and want to pay the amount that was placed previously, mainly if it is less. Always check the price on the hooks or the transparent tags that are attached behind the products. Whenever a new product arrives in the store, the restocking employee should tell the specialist in products and promotions, or in their absence, the manager about the product's arrival before putting it on the shelves so that they can tell the other employees.

Placing price tags on merchandise Putting the price on the merchandise is one function of the restock employees. However, it is important for the salespeople to also know now to do it, since it is your responsibility to monitor your department and this includes changing tags when they are yellowed or putting a tag on a product, which for whatever reason, doesn't have a price tag. The merchandise should be tagged when it is received, i.e., when the restocking department receives the merchandise through the scanner, the machine will give the option of automatically printing the price tags according to the quantity of products that are received; Another way to print the price tags is through the internal system, option: store, look for the product you want, double click to open the product information and select the option to print small; The tag should always be placed on the upper right corner of the product; IMPORTANT: you cannot cover up the essential product information, for example, when the product has the indication of the size of the nipple for the bottle on the upper right. We cannot put the tag over this information and should, in this case, put it as close as possible, without covering up information. Merchandise price reduction If you find a price on a product in the store that is more expensive than the competition, you can make a request to your superior to check if it is possible to make a reduction. In addition, stay tuned if a customer mentions that a given product is more expensive than in another competing store (store that is specific to baby products), separate the product and take it to your superior to check or to a promotional product specialist. Hooks - Which to use? There are different models/sizes of hooks for certain departments. You should ALWAYS keep the same standard of hooks. Never mix small and large hooks. All of the hooks are kept in a "little house" in the back of the store, in boxes, with the indication of the locations where they are to be used. If you need a specific hook model, request your manager to purchase it.

Check if the Hook has the right price Whenever restocking merchandise on the hooks, it is necessary to change the tag that indicates the price and the value of the product on the front of the hook. This is a highly important factor because if the customer finds a product that costs $14.99 and on the hook it says that the merchandise costs $5.99, they may make a fuss and want to buy the product at the price on the hook. Products that are unavailable at the warehouse For products that are not available in the warehouse, you can make a request through the system. After accessing with your system login, click on the link, "Product Wanted" and send a message with the product details that you need. This message will be sent to our Buyer who will make sure to make the merchandise order. Special Order We always try to maintain a stock of all the products, but if it happens that your customer is looking for an item that is not available, contact the buyer and check if there is a possibility of ordering the product from the manufacturer. This is the procedure done for local customers who live in the United States since the delivery time from the manufacturer normally exceeds the time of the tourist's stay. If the tourist is going to stay in the city for a long time and wants to make a special order, we can do it, however, we cannot guarantee the exact date for receiving the product, since we are not the manufacturers. The customer needs to be aware of this. First, get in contact with the buyer and check if the particular merchandise that the customer wants is available for purchase. Only after confirmation from the buyer should you make the "Special Order" on the system and print the tag for the customer to make the payment. The payment should be made when making the request. We do not make "Special Orders" without full payment for the merchandise. Learn how to make a "Special Order" on our system. Access with your login and password, click on "Special Order" and then on "New". The system will show a message reminding you first to get in contact with the buyer and ONLY after filling out the request on the system, click on "OK", type in the product name that you will request and click "enter" or "add item", fill in all the requested information starting with the type of delivery for the product, i.e., if the customer will come pick up the product in the store or in the

warehouse when they arrive, if we will send it to their address through shipping or in a local delivery. After filling it out, click on "save" and then "print". A product sales ticket will come out of the printer. Stick it on a sales note and give it to the customer so he/she can make the payment at the register. You cannot print a standard product tag for something that is out of stock in the store. It is obligatory for the customer to pay at the register with the tag printed by the system for "Special Orders". Automatically, when the product arrives at the warehouse and is received, the system will reserve the merchandise and send an e-mail to the customer and the salesperson. The salesperson should contact the customer regardless to make sure that he/she has been informed about the arrival of the product. If the customer has opted to pick up the product at the store, she can do so at this time or we can continue with the shipping or delivery process. Sale of the display item Selling a display item will only be authorized if it is the last one in stock. Otherwise, the customer will have to pick up a new one, in the box, at our pick-up center. Always request authorization from your manager to sell the display item. The sales label must be printed by clicking in show display item” in the system (store) and must contain the word “display” and/or have the lettler “D” to characterize the sale of the display. If you don’t find the correct label let the employee of the office or the manager know to help you. It is very important to informe the customer that there is no return or exchenge for display product. The customer must check the product before buying it. The salesperson and the cashier must inform the customer about it. The seller shoud take the display product to the cashier area and leave it on the side so the cashier can delivered it to the customer after payment. Please, remember to remove the SPEC before give the product to the customer. ALL display products can be considered new by the simple fact that they were never used, but if the customer wants to take it, we give a discount of up to 5% since it is not an advantage for MacroBaby to sell a display item, except when the item is discontinued and we will no longer receive that item (think that if we sell the display unit, we will have to give a discount and order another to replace it and yet again, give another discount and so on). Exceptions like: scratched,

dirty or broken products or those missing a piece will be analyzed by the Management or Product and Promotions Specialist. How to proceed if the customer asks which is the best brand for a given product The principle is to know what the needs of the customer are. MacroBaby always aims to work with the best brands, but many times one brand/product could be better for a customer and not another. Therefore, avoid giving your personal opinion before knowing the customer's needs since you could lose your sale with this. Many times it doesn't work to keep insisting on a a more popular brand of stroller that is not very practical if the customer is looking for practicality. In this case, you will only create doubts in the customer and she is more likely to leave the store without buying either of the options. There is a list called "Profit Points Products" that are the recommended brands for sales and are divided by category. Give priority to offering them when your customer hasn't come in looking for a specific brand. What to say to the customer when she looks for a product by Chicco Macrobaby chose not to sell this brand due to previous problems with assistance and a lack of a guarantee from the manufacturer. We chose superior brands to substitute it and your customers will have various options to choose from. For example: Quinny, Mamas & Papas, Stokke, Maxi Cosi, Recaro, Britax. Try to revert your sale to one of our products, however, if you are unable to and notice that the customer will leave without buying anything, suggest a partner store called "Universal Baby", which is an authorized reseller for Chicco products. Give the customer a card that offers up to 20% discount on 1 item and write your name to formalize your indication. For each customer who buys a product in that store and presents your card, you earn a bonus for the indication. What to do when a customer is looking for a product we don't know Whenever a customer looks for a product that you don't know, even if you have never heard of it, you need to look it up in the system to make sure if we have it or not. Every week we receive new merchandise and it is possible that it has arrived without you knowing it; Avoid just asking a co-worker since they may be wrong or not know of the product as well. Check the system and in its absence, for what ever reason, ask your supervisor.

Product Reservation We don't hold or reserve products without receiving payment first. The customer can only reserve something with full payment for the merchandise, regardless of the product's availability. For example, a customer can call from Brazil and want to reserve a stroller so that he/she doesn't run the risk of not finding the item upon arrival in Orlando. The customer will need to pay in full for the stroller, with their credit card, so that the products leaves our stock and is reserved for the customer on the date that they will pick it up. It is the same if the customer is in the store and wants a product that has run out, but upon talking with your manager or the store buyer, you discover that it will arrive before the customer leaves (in this example, we are talking about tourist customers), he/she will need to pay the full amount for the product so that the merchandise will be reserved. The salesperson should keep a record of the name, telephone, customer receipt number, date she will pick it up and accompany the entire process until it is complete, i.e., the product is picked up by the customer. Learn some phrases in English to help you in attendance We have selected some phrases to help the employees who are not fluent in English, but who many times may help customers who are around the store who speak only English. If you are able to remember the phrases below, you can provide basic service to these customers. We want to emphasize that we should not immediately ask if the customer needs help since the automatic response is always no. The idea is to welcome the customer and let them look around to get to know the store and you make your self available when necessary. Let's get to the phrases: 1 . Seja bem vindo à MacroBaby/ Welcome to MacroBaby; 2. Deixe-me saber se você precisar de alguma ajuda? Let me know if you need help. 3. Tem alguem lhe atendendo? Is there anyone helping you Sir/Ma'am? Yes, Salesperson XXXXX – Just a minute, let me call her (só um minute, vou chamá-la) If not - Let me know if you need help. (Deixe-me saber se você precisar de alguma ajuda.) 4. If someone asks where the bathroom is: Let me show you – (deixa eu te mostrar) and take the customer to where she can see it.

MOST USED VOCABULARY ENGLISH 1. Stroller 2. Baby Monitor 3. Bath Tub 4. Bottle 5. Brest Pump 6. Bumper 7. Car Seat 8. Carrycot/Bassinet 9. Child Tray 10. Comforter / Quilt 11. Crib 12. Cup

PORTUGUESE Carrinho de bebê baba eletronica banheira mamadeira bomba de tirar leite protetor lateral de berço bebê conforto moises ou berço pequeno e portátil bandeija de alimentação do carrinho edredon berço cups

ENGLISH 13. Cup Holder 14. High Chair 15. Nipple 16. Pacifier 17. Plate 18. Playard/Pack N Play 19. Rain Cover 20. Sheet

PORTUGUESE porta copos cadeira de alimentação bico da mamadeira chupeta pratos berço desmontável capa de chuva lençol

21. Swing/bouncer

cadeira de balanco

22. Toys 23. Valance 24. Wipes

Toys Babado da cortina lenço umedecido

CONDUCT Posture of the salesperson before the customer 1. KNOW - The first step is to know who your customer is. What does she want? What are her needs? Her wishes? This can be done in various ways. The most important thing is to have a clear view of the profile of your customer; 2. LISTEN - Listening to customers is basic for anyone who wants to keep a positive relationship with them. However, listening is not enough. More is necessary. It is necessary to hear your customer. I.e., interpret what she says and what she doesn't say. It is to broaden your perception. 3. INTERACT - There are customers who like to talk, others who like to see, and yet others who like to try things. Stay tuned to these characteristics and try to act according to each one. Keep a posture that is adaptive to the profile of each customer; 4. POSTURE - Try to keep a positive posture before the customer. In many cases, the customer is charmed not by the product or service, but by the way they are attended. People who show sympathy, cordiality and availability stimulate the customers to buy more or simply return the contact. Generally speaking, people like nice environments where they feel good. The posture of the person who is helping favors this feeling;

5. IMPROVE - To attend to your customers well, it is necessary to constantly update yourself. Reading, courses, self-evaluation and customer evaluation are ways to improve your service with a focus on continuous improvement. Discovering what the competition or co-workers are doing is also a good strategy for developing this relationship. Therefore, be an eternal apprentice;

What not to say to the customer Your relationship with the customer needs to always be only professional. Many times during a layette, we become confidants for our customers who end up telling many things about their personal lives. However, it is important to keep a significant distance from this and avoid speaking of your personal life. Subjects like visa status in the US, legality in the country, salary that you earn with the company, saying that you earn a commission or not on the products...all of these are subject that should not be talked about with your customer. Relationship with the customer The perception that the customer will have of your attendance is what will determine the image she will have of MacroBaby, therefore, first impressions are fundamental in order to give loyalty to your relationship with the customer. Remember than all customers look for quality service and some of your attitudes may show them what they are looking for. For example: a sympathetic and nice host, speed an focus in responding to the customer's doubts, specific knowledge of the products, being well-mannered, availability to help them even if you don't know the answer, honesty in your answers and a smile on your face always make a difference in winning over the customer. How to deal with an altered/nervous customer First, remain calm, breathe deeply and think only that two nervous people don't resolve the problem. The function of a nervous customer is to get what they want even if they have to mistreat you. And your job is to revert this situation, even if you cannot resolve the customer's problem you can calm them. Speak in low tones, don't try to equal the customer's nervous tone since this will make them even more angry. Speak softly and firmly and if the customer passes the limits, tell them that you can only help them if you are treated with respect. Do everything in your power to revert the situation and call a superior to help you, if necessary. However, it is important to say that there is a limit between nervousness and lack of respect and if you think that the customer has passed the limits, immediately call your manager. If the manager is unable to revert it, you can call the police!

SALES SALES INSTRUMENTS Baby checklist We made a complete baby checklist for our customers with all of the necessary products and the suggested quantity to be purchased. This is available in English, Portuguese and Spanish. It is really important to give all of the customers this list since many times they come in the store looking for a given product and with the list in hand, discover a need for others. In addition, the list can be uses as a sales instrument that helps you remember the products that are in the store. Brochures It is fundamental for our employees to use our Brochures. They were created to be used as sales tools! We look well upon employees who use them. For example: when a customer says that we are more expensive than Babies R Us, give them a Brochure that compares our prices with theirs and a Price Match leaflet to show them it is not true. Whenever a customer leaves without buying anything, give them the Price Match leaflets and other services that the company offers. If a customer is a Florida resident, tell them about the Local Resident Discount, in addition to giving them the other brochures. Get to know a little more about all of our Brochures. Price Match When the employee is assisting a customer that is looking forward to making a purchase but looking for discounts and coupons, tell him/her about our Price Match program. Tell him/her to put all items wanted in the shopping cart and that after he/she is done you will go through all the items for possible price matches. Call your manager for approval afterwards. Encourage your customer to buy all the layette at MacroBaby instead of buying just the stroller. Explain to him/her that is not woth waisting their time going to other places for better prices if we Price Match. Always remind the customer that we have the largest selection of products, that we price match and we offer a personalized service in 3 languages : English, Spanish and Portuguese, which is an asset that other stores are not able to provide. All Price Matches have to be approved by a manager and documented in the register system.

Discount for locals (Florida Residents) All customers that are Florida residents will have a 10%* discount on their purchases and will be able to take advantage of much more when choosing products for their baby. To register, the customer will present, at the register, their valid Florida driver's license or valid identity, which could also be military, issued in Florida along with proof of residency in their name to receive their MacroBaby Florida Discount Card. The discount of 10% is for practically all products in the store, *except those by brands Quinny, Stokke, Bugaboo, Mima, Orbit, Baby Jogger , Inglesina, Uppababy, ErgoBaby, MacLaren, Nuna, Doona and Maxi Cosi. In addition, this discount is not cumulative with other coupons nor with Price Match, i.e., if the customer finds a product cheaper in another store and requests a Price Match, they should, in this case, opt for the 10% Florida resident discount or Price Match, since they can't be used together. In addition, it is not valid for the purchase of MacroBaby Gift Cards and the cashier should charge for the products with discount on a separate receipt, so the discount is not computed for products that do not have the respective discount. Is the cashier responsibility to make sure that the discount is being applied correctly, creating a separate receipt for items that are not elegible for a discount if she feels the need to do so. The Florida Resident Discount card is not transferable, it is exclusive for the card holder. Comparison between Stores Periodically, we check the price of our products in the competing stores so that we have competitive prices. We created 2 brochures that clearly show that fame that MacroBaby has as being an "expensive" store is not true. In the first place, we made the same purchase in two of our competing stores (Toys R Us and BuyBuyBaby) and we were in first place with respect to "price". Int he second place, we did a survey of the 200 most sold items in the store and we had the best prices on all of them. Use these two instruments to convince your customer to do their shopping at Macrobaby. Gift Card You can also offer your customer the purchase of a MacroBaby GIFT CARD to give to anyone they choose. Selling a GIFT CARD using a credit card is not allowed, only debit or cash. In addition, you cannot give discounts, use coupons or even use the Florida resident discount to buy the card.

Spec All of the products on display, like: strollers, car seats, playards, bouncers and high chairs, have a explanation pamphlet called a SPEC. This has all of the information about the product, the available colors, if the stroller allows for car seat attachment or not and the weight limit, among other information. In addition, it has the bar code (UPC code) so that the product can be located in our data bank. The bar code is fundamental for registration in the Baby Registry (when the customer comes to the store and registers a layette list that they hope to receive as presents) and to help the salesperson when they need to find a product in the system. Another new item that you can find on the SPEC is the QR Code (a 2D bar code that can be scanned by the majority of cell phones) that will allow the customer to watch product demonstration videos with their phone. It is important to say that all SPECs need to be attached to the products and if for some reason you need to remove it, be it to check the product availability in the system or another reason, it SHOULD be put back as quickly as possible in its place. Taking off the SPEC and leaving them thrown on top of the shelves, near computers or another other area is not allowed. Freebies Another sales instrument that you can use is telling customers about getting freebies at the end of their purchase. However, this should ONLY be mentioned to customers who keep insisting on knowing if they will or won't receive a discount and if you notice that they will be calmer to continue shopping at Macrobaby if they know they will get something. ONLY in this case, you could say that you will give a freebie at the end of the purchase; In the register area, we always leave some freebies for this end. Ask the cashier to give it to your customer. Youtube Videos On YouTube, we have a channel available with how all of the strollers that are sold in the store work to help the salespeople and the customer that have a doubt about how to open, close and put in the car seat, etc. You could have access to these videos in two ways: 1. First, through the MacroBaby system. Just look for the product under the option Store or Stokke, double click to open the information about the product, access the item that has the logo beside the name and watch the video that shows how the stroller functions. 2. Then, through the QR Code (2D bar code that can be scanned by the majority of cell phones) through an application that can be downloaded for free on all cell phones. After scanning the bar code, you will have access to the video that shows how the strollers work.

Facebook Facebook, today, is one of the most used means of communication and the most sought after social network, globally speaking. Through it, the customer will learn about the new items in the store wherever they are. This social network enables true interaction between the customer and the company through questions and answers about products and services, which generates a proximity between the parties. It is also possible to leave feedback, suggestions and get customer opinions about the store. Fanny pack You will receive a Fanny pack (pouch) to keep pens, a calculator, sales slips, etc. Its use will help you when you are taking your customer's order. Measurement Conversion Chart The measurements used in the USA are different from most countries. For example: here we use Fahrenheit to measure temperature and not Celsius. We use inches or Fitches to measure length and distance, not centimeters and meters. Now learn how to use an APPROXIMATE conversion just for better customer understanding. WEIGHT: Pounds X Kilograms - 1 kilogram is equal to 2.2 pounds. So, dividing by 2 will give you a notion of the product weight. For example, if a stroller weighs 20 lbs, it weighs approx. 10 kilograms. DISTANCE: • Feet X meters – 1 ft = 0.3048 meters Multiply the value in feet by 3 and drop one decimal place. Thus you will have an approximate value in meters. For example: an electronic nanny that covers 400 ft, if you multiply it by 3, ti would be 1200.00, drop one decimal place to 120.00 and it will have an approximate reach of 120 meters. Another example is a wall band that is 6.5ft, multiplied by 3 would be 19.5. Dropping the decimal place would be 1.95, i.e., almost 2 meters. • Inches x centimeters = 1 in = 2.54 cm Multiply the value in inches by 2.5. Then you will have the approximate value. For example, if the length of a box is 10 in., this means that it will be 25 centimeters.

Closing the Sale IMPORTANT: Always close the sale affirming that the customer has made their last choice. Make the customer feel good about the choice she made and thank her for visiting our store. Highlight that our aim is to have 100% satisfied customers and we highly value this. It is paramount for the customer to leave the store satisfied with your attendance.