voice of the guest LASTING IMPRESSION: She has now made it to the cash wrap, and it is time to wrap her experience up in a big Christmas bow. This is your time to shine! Think about this, have you ever been on an amazing vacation? The check in was smooth, the hospitality was absolutely phenomenal and as your vacation comes to an end it is time to check out. Your stay has been one that you can’t wait to relive until now, the checkout process is absolutely horrible. You are rushed, they are too busy talking to each other to even acknowledge you and you are overcharged. Did you leave remembering the amazing trip or the mistreatment at the end? It is important that her experience is consistent throughout the entire store. You are a living an breathing example of the brand, what example are you setting? The memories that you help her make can determine whether she is a guest for life or a one-time visitor. A few steps that you want to ensure that you nail are: 1. Did you have to wait in line longer than 4 minutes? 2. Did the cashier: make eye contact, smile? 3. Did the cashier ask for your email address and offer a digital receipt? 4. Was your transaction quick and efficient? 5. Did the cashier: wrap your purchase in tissue, thank you and invite you to return, walk your purchase around the register? Partner with your Leader to read our most recent VOG shop and see how we did at the cash wrap. What could we have done better? What would you have done differently? How did we make her feel?
voice of the guest LASTING IMPRESSION: Partner with your Leader to go through the cashier training guide and learn the XStore basics. Now that we have the basics down, Your Leader will demonstrate the guest experience at the cash wrap on the next few guests then let’s see how you can do. The rest of your shift will be spent at the cash wrap. Your Leader will check on you regularly, please use the headset if you need assistance. We will regroup at the end to complete a quick survey to tell us all about the guest in the last impression.