Stockloss 60 Mins Shop Floor

7/27/2019 Stockloss 60 Mins Shop Floor

1/10

Debenhams InternationalLearning and Development

Delivering Excellent CustomerService

To prevent Stock LossOn the

Shop Floor

Trainers Notes(60 mins)


2/10

Debenhams InternationalCustomer Service on the Shop Floor

Trainers notes

Produced: 22.03.09

Time Content Materials9.00

9.07

Welcome and Introductions

INTRODUCE yourself to the participants and welcome them tothe session.

EXPLAIN that for the next 60 minutes you will be going

through all the Customer Service Actions you would expect tosee them doing on the Shop Floor.

ASKwhy is it important that we offer excellent customerservice on the Shop Floor?

Expected answers to include..

Part of the customers positive shopping experiencewithin your store

Gives the sales advisor a great opportunity to build a

relationship with that customer.

Great opportunity to get add-on sales through suggestingalternatives or additional co-ordinating garments.

Helps to confirm in the customers mind that they arebuying exactly the right product

Prevents unnecessary refunds and exchanges.

High level of service reflects the quality of the store and

the products

.add

Not every customer in the store is honest.

Unmanned areas of the Shop Floor are a perfect place forshoplifters to hide unnoticed

Poor or no customer service on the Shop Floor createsstock loss.

..therefore

Delivering Excellent Customer Service on the Shop Floor

creates sales and improves store security.

Write

answers onto wipeboard or flipchart.

Produced March 2009


3/10


Trainers notes

9.17

EXPLAIN that once you have looked at the Customer Servicesteps they will have the opportunity to see how each step helpsto improve Shop Floor security.

ASK when they are shopping in stores what sort of service dothey expect to receive from Sales Advisors?

Expected answers to include

Friendly service with a smile

Eye Contact

A greeting when they arrive

Sales Advisor interested in me as an individual

Sales Advisor knows their products

Find me exactly what I am looking for

Check stock rooms if my size / colour is not available

Tell me about promotions

Sales advisor advising me on fit/ colour/ style etc

Sales advisor suggesting additional items

Escort me to the Dressing Room

Escort me to the Service Centre

A THANK YOU and a GOODBYE.

Demonstration

Ask for 2 volunteers to role play a short typical shop floorscenario.I volunteer to be the sales advisor.1 volunteer to be the customer.Rest of the group to make notes on the actions that the salesadvisor does during the role play.

Run the demonstration

Ask the rest of the delegates to feedback what the salesadvisor did well.

Ask for any feedback on what they could have done better.

ISSUE Handout 1

RE-CAP the role play showing the delegates all the steps togiving Excellent Customer Service on the Shop Floor.

Writeanswers onto wipeboard or flipchart.

Make suredelegateshave pens

and paper

Handout 1

Produced March 2009


4/10


Trainers notes

9.27

Stage 1 Smile and Greet the customer

Stop doing the task and focus on the customer

A genuine warm greeting Make eye contact

Stage 2 Interact with the customer

Find out how you can help them

Ask further questions to establish exactly what theyare looking for

Stage 3 Escort to item

Show options available

Use your product knowledge Talk about the features and benefits of the various

options

Stage 4 Option Availability

Check stockroom if size / colour is missing

Stage 5 Increasing ATV

Suggesting co-ordinating / add-on items

Informing customer of promotions

Stage 6 Concluding the transaction

Compliment customer on their choice

Escort to Dressing Room

Escort to Service Centre

Ask if they have any other shopping to do in the store

Thank them for making their purchase

Look forward to seeing them again

ASKfor

examples of a good greeting examples of offering additional help

examples of a personalised parting comment

Examples could include

enjoy the rest of your shopping

hope the wedding / party/ celebration goes well

Final Demonstration

Using 2 more volunteersRun the same scenario only this time it must include all the

Produced March 2009


5/10


Trainers notesstages and actions 1 - 6Rest of delegates to feedback.

REMIND the group that we have already mentioned howexcellent service on the Shop Floor also helps to reduce stockloss

SAYthat whilst most of our customers are honest some of ourcustomers enter our stores with the intention of stealing andnot buying.

ASKwhat sort of things will shoplifters try to do to steal itemson the Shop Floor?

Answers to include..

Try to find areas of the store where there are no staff.

Hide themselves in blind spots behind pillars and around

corners.

Look around them all the time

Carry large empty bags or holdalls.

Position bags under merchandise ready to drop productin when nobody is looking.

Keep returning to the same fixture they are trying tosteal from.

Refuse the sales advisors offer of help

Try to get the sales advisor to go off and get something.

Engage the sales advisor in a discussion whilst anaccomplice steals the items

Distract the sales advisor by pretending to be ill or someother emergency

Conceal items under babies in pushchairs

Conceal items under pushchairs

Conceal items in pushchair hoods. Hide small expensive items inside handbags and pay for

the handbag at the till only to return it later.

Swap their old shoes for new ones and leave their oldones behind.

Swap their old coats and wear new ones out of the store

Wear sunglasses OUT of the store

ASKhow do they think Sales Advisors can let Stock Losshappen on the Shop Floor?

Produced March 2009


6/10


Trainers notes

9.47

Answers to include.

Gathering round the Service Centre

Being so focused on tasks that they dont notice the

customer. Chatting to each other

Not paying attention to the job

Not greeting every customer.

Leaving customers to find the Dressing Room.

Leaving customers to find the Service Centre.

Not reporting suspicious customers to security staff/

manager

Leaving rails and totes of stock unattended.

EXPLAIN to the group that they are going to do a shortexercise reviewing how they can stop all these thingshappening by using the Customer Service Actions from Stages1 6.

ISSUE Handout 2 and either

split into smaller groups

allow 10 minutes for the groups to decide whichaction will resolve each potential stock loss attempt

collect feedback on each point allow 5 minutes for feedback

or.

ISSUE Handout 2 and use for a group discussion to decidewhich action will resolve each potential stock loss attempt.

EXPLAIN that you are now going to look at some other actionsthey will need to do to prevent stock loss occurring through theDressing Room

ASKwhat they would do to prevent stock loss in the followingsituations.A customer enters the shop carrying a large empty bag orholdall?Answer to include

Smile meet and greet the customer?

Find out what it is they are looking for

Handout 2

Produced March 2009


7/10


Trainers notes

10.00

Escort them to the correct product

Hand them over to a colleague if it is not your area of the

store

Alert your Line Manager as soon as it is safe to do so.

A customer says they are only looking and do not need yourhelp?Answer to include

Smile

Find out if there is anything they are particularly lookingfor

Reassure the customer that you will be available to help

when they need you

Keep your eye on them

You have to go to the stock room to find a missing optionAnswers to include

Let another colleague know you are leaving the shopfloor

Bring back more than one of the missing option to saveyou having to go again.

You see a customer stealing / concealing an item.Answers to include

Get a colleague to alert your Line Manager/ security staffas soon as possible

Approach customer smile meet and greet

Offer help

Remain in area and observe customer.

FINALLYensure that all staff are briefed on your local securityarrangements to include the following.

What to do if they spot a theft taking place

What to do if they suspect anybody of theft

What to do if they see anybody acting suspiciously

REASSURE delegates that they are never expected to putthemselves in a situation where they accuse the customer oftheft OR put themselves in any situation where their personalsafety is at risk.

ASKif anybody has any further questions

THANKall the delegates for their work during the session and

remind them that everybody has a part to play in preventing

Produced March 2009


8/10


Trainers notesstock loss occurring in their store.

CLOSE the session.

Handout 1

6 Stages of Shop Floor Customer Service Excellence

Stage 1 Smile and Greet the customer

Stop doing the task and focus on the customer

A genuine warm greeting

Make eye contact

Stage 2 Interact with the customer

Find out how you can help them

Ask further questions to establish exactly what they are looking for

Produced March 2009


9/10


Trainers notesStage 3 Escort to item

Show options available

Use your product knowledge

Talk about the features and benefits of the various options

Stage 4 Option Availability

Check stockroom if size / colour is missing

Stage 5 Increasing ATV

Suggesting co-ordinating / add-on items

Informing customer of promotions

Stage 6 Concluding the transaction

Compliment customer on their choice

Escort to Dressing Room Escort to Service Centre

Ask if they have any other shopping to do in the store

Thank them for making their purchase

Look forward to seeing them again

Handout 2

Actions used by shoplifters on the Shop Floor

1. Try to find areas of the store where there are no staff.2. Hide themselves in blind spots behind pillars and around corners.3. Look around them all the time4. Carry large empty bags or holdalls.5. Position bags under merchandise ready to drop product in when nobody

is looking.6. Keep returning to the same fixture they are trying to steal from.7. Refuse the sales advisors offer of help8. Try to get the sales advisor to go off and get something.

Produced March 2009


10/10


Trainers notes9. Engage the sales advisor in a discussion whilst an accomplice steals the

items10. Distract the sales advisor by pretending to be ill or some other

emergency11. Conceal items under babies in pushchairs /under pushchairs/ in

pushchair hoods.12. Hide small expensive items inside handbags and pay for the

handbag at the till only to return it later.13. Swap their old shoes for new ones and leave their old ones behind.14. Swap their old coats and wear new ones out of the store15. Wear sunglasses OUT of the store

How Sales Advisors can let Stock Loss happen on the Shop Floor

16. Gathering round the Service Centre17. Being so focused on tasks that they dont notice the customer.18. Chatting to each other19. Not paying attention to the job20. Not greeting every customer.21. Leaving customers to find the Dressing Room.22. Leaving customers to find the Service Centre.23. Not reporting suspicious customers to security staff/ manager24. Leaving rails and totes of stock unattended.

Produced March 2009

Documents

Stockloss 60 Mins Shop Floor