Works with multiple customers simultaneously and breaks away as appropriate Follows up with customers consistently and genuinely to influence/close the sale Flexes personal selling techniques to contribute to overall store financial results Builds lasting and loyal relationships with customers Leverages Coach’s tools and technology to support relationship building and clienteling efforts Creates enthusiasm and positivity for a shared vision and mission Promotes and endorses a team selling environment Fosters an environment of teamwork, trust and collaboration with internal and external customers Remains solution oriented; is adaptable and flexible to changing business and store needs Welcomes feedback and adapts behaviors as appropriate Maintains a calm and professional demeanor at all times OPERATIONS: Ensures all daily tasks are completed without negatively impacting service or Coach standards Completes daily operational tasks including maintaining store (sales floor and backroom), cash wrap and visual merchandising to Coach standards consistently and in a timely manner Maintains a clean and tidy selling floor at all times Adheres to all applicable retail policies and procedures including POS, Operations and Asset Protection procedures Replenishes inventory on sales floor as needed Supports Store Inventory Process by processing shipment, stocking shelves, replenishing sales floor, maintains strong organizational standards as it relates to product both in the stockroom and on the sales floor. Responsible for: Service and Selling Introducing e‐mail campaign and encouraging customers to share contact information Closing the sale and reinforcing the purchase decision Knowing store and individual productivity goals Creating customer loyalty by staging future visits Protecting the customer experience and ensuring customer satisfaction Building the sale based on customers’ needs Tailoring service and selling approach to the individual needs of the customer Asking open/closed‐ended lifestyle questions to determine customers’ product needs Communicating features, benefits, price, & commitment to quality Continuously learning brand and product information Maintaining open body language facing the largest part of the store Providing accurate price explanations Soliciting questions from groups of customers Selling to an audience by looking around and maintaining eye contact with all individuals in the group Introducing yourself to customer/crowd by name in a comfortable and friendly way Greeting and engaging customers with a smile while creating energy and excitement Using the 7 Service Commitments as the foundation for creating the service environment Store Environment Maintaining awareness of what is happening in the zone (LP) Creating an upbeat, energetic environment, while maintaining open body language Maintaining a positive demeanor even when faced with difficult situations Taking ownership for store environment by maintaining visual and replenishment standards Staying in assigned zone and communicating with Service Leader or Operations Leader if/when zone needs additional coverage Communicating effectively with team and Service Leader, using verbal and non‐verbal communication Team selling with other associates Working productively in a team environment Being aware of customer and store environment, recognizing when to engage and when to break away Demonstrates the following Knowledge, Skills, Abilities, and Attitudes: Takes initiative to improve self and others Able to create energy and excitement with customers Able to break away during peak times Able to communicate features and benefits relevant to the needs of the customer Able to work as part of a team Able to effectively read cues of customers and employees Constantly seeks knowledge of pricing, current promotions, local tax rates Functional knowledge of Coach product and Coach policies Speaks audibly to sell to crowds Active listening skills Willingness to work with multiple customers in a fast paced environment Able to build relationships with customers and team members Introducing e‐mail campaign and encouraging customers to share contact information Closing the sale and reinforcing the purchase decision Knowing store and individual productivity goals Creating customer loyalty by staging future visits Protecting the customer experience and ensuring customer satisfaction Building the sale based on customers’ needs Tailoring service and selling approach to the individual needs of the customer Asking open/closed‐ended lifestyle questions to determine customers’ product needs Communicating features, benefits, price, & commitment to quality Continuously learning brand and product information Maintaining open body language facing the largest part of the store Providing accurate price explanations Soliciting questions from groups of customers Selling to an audience by looking around and maintaining eye contact with all individuals in the group Introducing yourself to customer/crowd by name in a comfortable and friendly way Greeting and engaging customers with a smile while creating energy and excitement Using the 7 Service Commitments as the foundation for creating the service environment Store Environment Maintaining awareness of what is happening in the zone (LP) Creating an upbeat, energetic environment, while maintaining open body language Maintaining a positive demeanor even when faced with difficult situations Taking ownership for store environment by maintaining visual and replenishment standards Staying in assigned zone and communicating with Service Leader or Operations Leader if/when zone needs additional coverage Communicating effectively with team and Service Leader, using verbal and non‐verbal communication Team selling with other associates Working productively in a team environment Being aware of customer and store environment, recognizing when to engage and when to break away Demonstrates the following Knowledge, Skills, Abilities, and Attitudes: Takes initiative to improve self and others Able to create energy and excitement with customers Able to break away during peak times Able to communicate features and benefits relevant to the needs of the customer Able to work as part of a team Able to effectively read cues of customers and employees Constantly seeks knowledge of pricing, current promotions, local tax rates Functional knowledge of Coach product and Coach policies Speaks audibly to sell to crowds Active listening skills Willingness to work with multiple customers in a fast paced environment Able to build relationships with customers and team members Our Competencies for All Employees Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary. Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty. Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
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