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11 Cards in this Set
- Front
- Back
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Lead the "One Customer" Mentality |
Our goal is that every interaction they have is the best Zumiez Experience Ever! Teams that are focused on creating and providing the Zumiez experience will be a top priority. Our focus is to increase our customer base through engagement, utilizing Zumiez STASH & Zumiez Catelog. |
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Lead Strategic Scheduling to Impact Volume and Execute the Cycle |
Target teams understanding of sales compression, to aid in making great business and people decisions. Using the Sales Planning Tool with the intent to making sure we have enough people, at the right time, to impact volume and execute. Our goal is to understand SOLD 2.0 trends to allow for better efficiencies in fulfillment, and increse customer satisfaction. |
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Lead Teams to Make Our Sales Goal! |
The priority will be understanding the needs of the business. This BTS we will need to focus on increasing $DPT by increasing #UPT through our ability to Pitch! Our objective is to have self motivated and result-focused teams, that own individual sales performance and the stores sales plan. Motivate through recognition and incent our top performers with a competitive incentive program. |
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G.P.S. |
Golden Questions To Create Transactions
PITCH Using BIG To Save and Build $150 Sales SOLD & STASH To Ensure A Repeat Customer |
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G: Golden Questions To Create Transactions (TAM) |
When our customers come into Zumiez at BTS they are ready to shop, and it's up to us to identify their NEED & WANTS! We do this by asking open ended questions. The 3 Golden Questions are only ONE example of open ended questions to begin to identify the NEEDS & WANTS of the customer. * The 3 GQs are a consolidated version of the 7 steps/techniques, and are used to initiate a sale and create a transaction. * Understanding what questions to ask is the key to identifying the NEEDS and WANTS of the customer; these questions must vary, depending on where they take place within the store. * Successes within the Golden Questions is measured by hitting your transaction goal, and is tied to productivity on the SPC. |
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"G" Examples |
Front: "What are you shopping for?" (to get them where they need to go...) "What brands & styles...?" "What else do you need, B.I.G. (But I've Got...) At FW Wall: "What kind of pants are you shopping for? Denim, Chino?" "How do you like them to fit?" What else do you need, B.I.G. In Line: "What else do you need for BTS? B.I.G. backpacks starting at $29.95!" |
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P: PITCH Using B.I.G. To Save and Build $150 Sales (SAM/TAM) |
Pitch relies heavily on our salespeople's ability to connect with the customer and make great suggestions. This helps them not only find the items that they were shopping for but also the items that they might not have been (shopping for...); resulting in a "ONE STOP SHOP!" What to pitch? We should pitch based on our customers NEEDS & WANTS and they shop for value, feature/function, and cool factor! When to pitch? We have many opportunities to use pitch. Two ways are: Save - If we don't have exactly what the customer wants, we can Save the sale through great B.I.G. suggestions. (But I've Got...) Build - Great salespeople use every opportunity to Build the sale; simply using B.I.G. suggestions to get the customer everything they need, and more! How to Pitch? Explain the Why: Make sense of the pitch by explaining the "why". * Do you need denim, B.I.G. new Volcom Denim that fits great. (or) Do you need some shirts B.I.G. these new Rip and Dip tees in. Keep it Simple: Use BTS+ as an understanding of what to suggest next, if they have shoes simply suggest some denim or shirts. If they say no, no big deal move to the next BTS+ item. Suggest 3 Times: Lastly try to suggest 3 times to EVERY customer by starting from regular price item, then moving to promo, then to accessories. Success within the pitch is measured by achieving a minimum $150 sale, and is tied to $DPTs and #UPTs on the SPC. |
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"P" Examples |
Save: "You said you like Huf... B.I.G. Huf tees that are Zumiez exclusives!" or "We don't have the Herschel bag with the tablet pocket in blue, B.I.G. this blue Dakine bag with the pocket at the same price." Build: "Alright, now that we got you some shoes do you need denim B.I.G. new Empyre in that you might really like." "Now that we got you denim do you need some tees B.I.G. a few new styles in Thrasher and Hut." "Now that we got you some shoes, denim and tees, do you need backpacks B.I.G. a few different styles in Herschel you will like." |
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S: Sold and Stash To Ensure A Repeat Customer (SAM/TAM) |
SOLD and STASH are a unique part of the Zumiez experience, and should be incorporated throughout the selling process. * SOLD allows customers multiple options to shop & pay for their product, supporting a "One Customer" mentality and providing a unique experience (SOLD 1.0, 2.0, 3.0 & 4.0) * SOLD is used to both Save and Build the sale, by providing an extensive selection and deep inventory for our shoppers: so they get what they want, while never losing a sale. "If you want it, I can ship it for free!" * STASH gives customers points for buying and interacting with us, which gives them access to limited product and experiences that they can't buy; this helps drive customers back into our stores, increasing our market share. * BLOW UP the customers shopping list by ensuring we offer both SOLD and STASH to SAM TAM. * Use the BTS Catalog as a tool to Build sales by suggesting items you may not have in store. |
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"S" Examples |
Save the Sale: "We don't have that size in stock , but if you want it I can ship it for free!" Build the Sale: "Since you're getting that Obey you might also like these items in our catalog, we can get it and ship it for free!" Reward The Customer: "What's your STASH numbers so I can make sure you get points for all of these items?" "Don't have one? Lets get you signed up! Just 4 questions and you're earning 1 point for every penny/100 points for every dollar!" |
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Cycle II Goal |
Make Our Sales Goal using "G.P.S. to B.T.S.+" |
