Page 12 of 17

Customer Service and Sales Standards

Consultant Level Sales Standards

  1. Ask probing questions - Asking the right questions is the key to finding out your customer's needs. Cover the 4 W's with your customer; what, when, where, who.
  2. Suggestive selling (sale + 1) - Show your customer two shirt collar styles. When you sell tuxedo pants, suggest shoes and socks, or suspenders. Suggest accessories and up grades; show a silk tie and cummerbund, or both a vest and a cummerbund for a change of look, etc. We have many impulse items displayed near the counter. Suggest these to the customer.
  3. Offer current promotions and/or sales - Know the current sales and promotions, and offer them to your customers. Know what you have in your store. Learn your store's truck schedule (for those occasions when you may need to special order or requisition an item).
  4. Demonstrate the merchandise - When renting, show the coat with the vest and tie to give the customer a better idea of what the outfit will look like. When selling, have the customer try on the merchandise whenever possible. If not possible, place the shirt and vest/cummerbund inside the coat to give the customer the full effect of the outfit.
  5. Offer features and benefits - Study the features and benefits section of the Retail Merchandise Handbook (rental section, too). Talk to customers about the fit, the fabric, etc. If a tuxedo will be needed more than twice a year, discuss the benefits of purchasing.
  6. Create and keep a personal trade file - Build a rapport with customers, then work to keep that relationship by use of a personal trade book. Make the customer want to deal with you in future sales. Think "outside the box" on ways to encourage customers to continue to do business with you.