Page 17 - Sales & Service Excellence 2019
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a client who asks
for a specific product
A Génifique client... A Mascara client... These clients know our Brand, repurchase our products but, most of the time, it is very hard to present them other products. Here are some ideas that you can apply:
• Systematically offer her a Service from the Lancôme Service Menu. Experiencing products and learning tips on how to apply them is always more exciting than a salesperson telling you about them.
• Ask her if she is registered in your database. If so, her purchasing history might inspire you to offer her solutions more suitable to her needs
• Don’t forget to congratulate her for being a loyal Lancôme client! Give her your name, thank her for her visit, invite her to come back and see you again. Make her feel that she is always welcome.
a client who
is looking for a gift
Ask your client to describe the tastes and personality of the person he or she wants to indulge. Based on their answers, guide your client through the options available at your counter. A great place to start with global shoppers is your Top 10 Best-Sellers guide.
SALES & SERVICE EXCELLENCE 15
