Body & Soul Scenario

What is 10-sec sound bites?

• Sharing short product intro and benefits.

• Sharing short product intro with key ingredient that is related to the benefits.

• Sharing all of the key ingredients to customer.

Customer is looking for discontinued product, what is your best response?

• No, sorry, it's discontinued

• Sorry, we don't have that product anymore

• We don't have that product anymore, but let me help you find something similar

Customer is looking for Moringa Body Butter as she used that all the time, but it’s currently out of stock. What will you say? (multiple answers)

• You can leave your number, and i will let you know when the stock arrives

• Let me find another alternative that share the similar benefits.

• i am not sure when the stock arrives, you can come back again.

Customer: I want to try this serum first; I don’t need so many bottles.

What will you say to cross sell?

• Yes, it's ok, how about looking at our new seasonal body care?

• It's ok, you may proceed to the cashier.

• No problem, you can try it first.

What is the best Power of 3?

• Choose 2 products that compliment the first product.

• Recommend 2 most-loved products.

• Choose a product that compliment the first product, and link/cross sell with another category.

When you are arranging your stocks at the store and then customer comes in, what do you do?

• Finish the stocks arrangement first then assist customer

• Wait for customer to ask for your help

• Being aware of the surrounding, always ready to greet and assist customer

What are the best ways to reassure customer’s choice? (multiple answers)

• As you mentioned your concern is ___ and this product will help to ___.

• This is good for you, you should get it.

• I know you will like this scent, you should add this to your basket.

• Do you want to get this best seller item?

When should you use the frontline portal for our LYBC member? (multiple answers)

• Customers who are unable to receive an OTP.

• If customers encounter difficulties downloading via an in-store QR code/directly from Google Play/App Store.

• If customers who forget to bring their mobile phone but need access to membership benefits or voucher redemption.

• If a Fan customer says she is a member and previous store always just honor her 15% discount as she doesn't want to download App or Web.

If customer has 3 pcs of $5 vouchers, how do you activate it in the POS? (multiple answers)

• Scan all 3 of the $5 voucher's barcodes.

• Use Fast Pick button for $15 voucher.

• Scan 1 of the $5 voucher, and use Fast Pick button for $10 voucher

If the customer doesn’t want to download the APP or log in to the web to activate their member account, what will you do? (multiple answer)

• Search for customer name / hp number in the frontline portal and you see her membership card image. You honour the discount and remind customer to activate account later.

• Share the benefit of activating the account and encourage customer to do it at the store as you can assist her at the same time.

• If customer is not keen to do it on her hp and find it hassle to key in the information, you offer to help by asking customer to provide their particular (use the current  A5 form) to key in and register them using the store iPad.