How can sales associates provide luxury-quality service, without losing focus on the sale?

This assignment challenges you to do the following: • • Write specific, behavioral examples of performance. Balance customer requirements with employee needs. Imagine that you’re Aggresshop’s HR director, Rob Cuervo. Assume that you, as Rob, have worked with local store managers and associates to develop these service standards—their input is critical for the standards to be followed and reinforced consistently in each of Aggresshop’s 16 stores across the U.S. You might approach this assignment as follows: • First, think about service from the customer’s perspective. ― If you visited Aggresshop, how would you like to be treated? ― Based on the customer comments and YouTube video on the blog, what are sales associates doing that they should stop doing? What should they do more of? • Second, consider Aggresshop’s mission and customer commitment (on the customer blog). What does this tell you about the type of relationships Aggresshop would like to have with its customers? • Third, read the e-mail to managers from Andrea Jewel, CEO. How can you incorporate principles from her e-mail into standards for sales associates? Customer service standards focus on specific behaviors. Rather than vague descriptions, for example, “The customer comes first,” try to provide specific advice about what associates should do, for example, “Ask the customer, ‘What are you looking for today?’” You might include the following in your service standards: • When a customer enters the store, how should sales associates greet him or her? • In what ways should sales associates offer help? What are some specific things they should say and do? • How do you define “meet their every wardrobe need” and “exceed their expectations for personalized service” from the customer commitment? • What are some ways sales associates should not interact with customers? What examples would be crossing the line of personalized service? • What should happen during the check-out process? How should sales associates interact with customers during this transaction? 3 • How can sales associates provide luxury-quality service, without losing focus on the sale? How can they achieve both? The more specific your standards are, the easier it will be for sales associates to implement them and for store managers to reinforce appropriate customer interactions. Plan for 1-2 pages explaining your standards in a standalone document. Bulleted lists are fine for some behavioral examples, but be sure to provide enough context (the rationale) for these standards to inspire associates to put them into action. 4 Aggresshop Assignment 2 Instructions Communicate the new compensation structure and customer service standards to sales associates.

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