Page 12 - Sales & Service Excellence 2019
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WELCOME TO LANCÔME
BONJOUR MADAME,
WELCOME
TO LANCÔME!
Welcome your client as a guest. The first impression is essential. Her purchases and brand loyalty largely depend on it. If warmly welcomed, she will return. If disappointed, you will not see her again.
What you do is very important, but remember that how you do it is even more important.
Make her feel welcome:
"First Time Visiting us? Welcome! What brings you here today?"
When you engage the conversation remember to ask if she is member of a loyalty program (Lancôme Elite Rewards and/or Retailer's)
"May I share with you our Elite Rewards program, lots of gifts & services to earn!!"
(Give the flyer Lancôme Elite Rewards – if your client has questions, explain the benefits. If retailer has another loyalty program, explain differences: clients may be interested in both for different reasons, e.g. Galeries Lafayette Fidélité and Lancôme Elite Rewards).
10 SALES & SERVICE EXCELLENCE
