Omnichannel

What’s Omnichannel?

• Customer buys from store

• Customer buys from online

• Customer buys from both in-store & online

Sephora experience 101 , BA App , Skincredible , Mobile App , Personal Shopper service , Makeover Service

Related which KPI ?

• Unit Per Basket

• Average Basket Size

• Store traffic

• All above

Cast members to engage customers with sincerity by apply learnings from Sephora experience 101 & 102

• True

• False

What is the benefits of BA App? (Multiple answer)

• Clear understanding of business and KPi performance

• Instant access to key customer’s Information & purchase history

• Increase transaction value through Cross-selling

If ipod device missing, what you should do?

• Pause! Keep quiet!

• Inform SMT

• Inform Mandy Chin

As a BA, which is your “User Account Management”. (Multiple answer)

• View own account

• Reset own password

• Create, edit & delete accounts in their area

Customer want to make appointment for custom makeovers. Reservation need to made in advance 12hours.

• True

• False

Cast member allow to screenshot big buyer customer detail and share with team member.

• True

• False

Why we need zoning for cast members? (Multiple answer)

• To avoid cast member chit chatting

• Increased conversation rate

• Increased level of customer service

Why we need to review daily & KPI? (Multiple answer)

• Build cast members confidence when servicing clients

• Clear understanding of business performance & KPI drivers

• Achieve higher productivity through improved strategic planning