Steps
Be friends first. Be friendly with all customers and ask questions related, and also not related, to their shopping when creating conversation. Customers like when associates are open and are willing to help when needed and enjoy being able to make small conversation with ease.
Be party ready. Know the promotions and product that you have in your store. This will help to lead customers in the right direction with their needs and wants. Also, keeping the store tidy will make it easier for customers to find what they need, and also help other employees find items quickly for a customer Pre-party. With being party ready, you should also have a “pre-party” with the MOD (manager on duty) before you begin your shift; this is where the MOD will update you with any current changes in promotions, the numbers for the day (KPI’s = key performance indicators), and what is to be expected from you during your shift.
Be Real. Be honest when helping a customer. Personal testimony is an important aspect when connecting to the customer’s individual style.
Be the customer. Act like you’re in the customers “shoes” when helping them with their decisions. Everyone understands what it’s like to be a customer, so feel as though you’re shopping yourself when helping or looking for what the customer has in mind.
Attend work like you would attend classes at school. In other words, do NOT under any circumstances not show up for your shift, also known as a “no call, no show”. If extremely necessary, you may call in before your shift at a reasonable time to relieve your shift, more so if you are really sick, have a major personal matter to attend to, etc.; however, AEO does not promote this action. With this in mind, showing up late is NOT acceptable. If you have an issue with getting to work on time, then it is your responsibility to call the store to let the MOD know. Being tardy is also frowned upon by the company.
Come to work with an open mind. You may be working in any of four areas of the store when you arrive for your shift: the cash & wrap, fitting rooms, the sales floor, or the Stockroom. Be prepared to do the task at hand and be willing to do what it takes to make that task successful.
Store Sections
Reinforce their selection with personal testimonyBe a Successful American Eagle Outfitters Employee Step 7.jpg
Add On additional items by knowing current promotions
Ask, "Will this be on your AE credit?" Don’t stop at the first “no” when asking a customer to sign up for the AE credit card. Share 2-3 perks that would benefit your customer.
Introduce the customer to our loyalty program Don’t stop at the first “no” when asking a customer to sign up for the AE Rewards card. Share 2-3 perks that would benefit your customer.
Thank each customer for their purchase and give them a reason to return
Greet the customer and exchange names
Reinforce the customer selection and share personal testimony
Outfit the customer by suggesting key looks and incorporating key looks and the latest trends. Use current promotions based on the customers individual style
Compliment genuinely while giving honest feedback regarding fit and style
Sell the customer other looks by asking open-ended questions
Greet the customer individually and genuinely
Introduce the customer to AE jean fits
Outfit customer by suggesting key looks and incorporating latest trends and current promotions based on the customers individual style
Promote the AEO brand by introducing the customer to an additional and relevant brand channel
Thank the customer as they leave and give them a reason to return
Stockroom
Sensor all products. With the exception of lower priced items, every item shipped to the store for upcoming floor sets need to have a sensor put on them. This includes, but is not limited to, denim, button-downs, skirts, purses, etc.
Keep it organized. Keeping items in their designated locations in the Stockroom will make replenishing the store easier and more efficient. Do NOT climb on the stock shelves to put away or grab any product. Step stools, known as Little Giants, and ladders are to be used when reaching a higher shelf.
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