Beauty Expert – Menlyn

Key Outputs:

• Generate Sales
• Provide Customer Service
• Manage Stock
• Conduct Planning
• Build Relationship

Outputs

• Establish rapport with customers
• Determine customer needs
• Link customer needs to other products
• Ensure up-selling
• Link-sell with other team members
• Maintain relationships with existing customers
• Source new customers
• Assess current stock levels
• Order stock
• Follow-up on orders
• Merchandise stock
• Ensure effective housekeeping
• Draft monthly plans
• Draft weekly plans
• Draft daily plans
• Plan and implement promotions
• Plan and implement a promotion

Input Activities

• Smile and greet the customer
• Listen to- and observe the customer response and grade the “mood”
• Adapt to the customer mood and respond appropriately
• Observe the customer for any leads on specific focus areas on shelves (what is the customer looking at?)
• Ask open-ended questions to obtain more detail to work with
• Listen to the responses and adapt
• Consider customer behavior and focus areas on shelves
• Ask discovery questions (“tell me about”; “what color…”; etc.)
• Listen and confirm understanding
• Collect “yes” statements
• Ensure effective use of “see, feel and think” resources to support decision-making
• Consider the “yes”’s
• Link the confirmations to other options
• Make recommendations
• Narrow selection to a specific choice/personalized sale
• Consider current stock on hand and slow versus fast sellers in recommendations
• Ask question: ‘How would you like to pay for the product/s?”
• Ensure customer completes customer card
• Collate and store in tickler box
• Show various options to the customer
• Communicate the benefits of various options
• If customer chooses the larger size, up-sell additional products
• Link advice to benefits
• Explore needs of other people (spouse, family, friends, etc.)
• Ensure customer completes customer card
• Collate and store in tickler box
• Compliment the customer on choice of products
• Ask discovery questions on fragrances or make-up
• Compliment customer on make- up/fragrance
• Request permission to introduce to in-store expert
• Introduce customer to other team members
• Collate and organize customer data (products purchased, potential purchase cycle, birthday, special anniversaries, notes for up-selling)
• Utilize information in daily plans
• Keep customers informed (promotions, events, feedback on product)
• Call customers on birthdays, special days, for follow-up
• Note findings and update customer cards
• Approach customers in top- performing in-store departments
• Remove sample vials from packets and place empty packets at customer service counter.
• Arrange that credits issued should be accompanied with empty packets option to collect free sample at the relevant product counter
• Establish rapport
• Identify customer needs
• Link needs to brands
• Introduce customer to other brands
• Physically count stock on hand
• Enter data on stock control sheet
• Access system (e.g. Retek) and compare stock on hand to stock on system
• Complete out-of-stock template
• Keep a copy on file, provide copy to store manager and fax a 3rd to National Sales Manager
• Identify and rectify any discrepancies on the ordering system
• Confirm SKU availability with warehouse
• Communicate order to planner/buyer
• Obtain order number
• Verify order progress in system
• Confirm prior to scheduled delivery date that order is in process
• Confirm delivery on scheduled delivery date
• Follow-up with ASCO/retailer in case of non-deliveries
• Escalate problem to National Sales Manager
• Inform manager in retail manager
• See the problem through until rectified
• Compare delivered stock to invoice
• Inform Area Manager of discrepancies
• Draw stock from stock room and move to counter
• Unpack stock
• Price stock
• Secure security tags for all stock
• Merchandise stock according to planograms and merchandising standards
• Ensure shelf tools are clean and neat and merchandised according to brand guidelines
• Report broken tools to area manager
• Ensure shelves and counters are dust-and stain free at close of business
• Ensure all tools are hygienically clean at close of business
• Ensure counters are clean and spill- free at the end of each session
• Ensure all price stickers are accurate
• Ensure shelf-talkers displayed with correct stock
• Ensure testers in place. Order testers from area managers for lines that are empty
• Consider sales performance per brand
• Consider scheduled in-store promotions
• Obtain monthly target
• Identify public holidays
• Compare sales performance, activities and lessons learnt in current month of previous year and incorporate in the planning process
• Identify staff availability and scheduled workdays
• Complete monthly planners and ensure all activities are documented
• Implement monthly plan
• Consult monthly plan
• Consider sales performance of previous week
• Formulate strategies and plans to compensate for shortfall in sales in next week
• Identify specific strategies and plans to achieve weekly sales target
• Obtain approval from in-store manager and National Sales Manager for strategies and plans
• Update and implement weekly plan
• Consult weekly plans
• Confirm scheduled activities and resource availability
• Identify shortfalls of previous day and update daily sales targets
• Formulate strategies and plans to achieve sales targets
• Implement scheduled promotions and events
• Identify high sales periods per day
• Ensure counters are staffed for busy hours and sales are maximized
• Implement daily plans
• Consult monthly plan and identify scheduled events
• Identify specific target SKU’s
• Confirm availability of key staff
• Confirm budget and space with store manager
• Determine targets per SKU to chieve
• Communicate events to store manager
• Confirm go-ahead with management
• Communicate specific resource needs to National Sales Manager
• Contact and book customers
• Prepare area for the event
• Ensure all material and resources are available
• Confirm times and arrangements with key staff
• Run event
• Compile an event report (successes, recommendations, lessons learnt)
• Forward report to AM
• Consult monthly/weekly plan
• Ensure sufficient stock for targeted SKU’s
• Ensure sufficient promotional material one week in advance
• Escalate problems to National Sales Manager
• Agree on promotional area with store manager
• Obtain all material required
• Confirm promotional space and time
• Merchandise according to agree standards
• Compile feedback report according to specifications
• Forward to National Sales Manager