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WorksheetsPANDORA STAR
Total questions: 20
Worksheet time: 14mins
STAR stands for?
Staff Training at Retail
Servis Terbaik ada Reward
Service Talent at PANDORA
Service Talent at Retail
STAR is the enhanced version of PWS. Why do we need this enhanced version?
Because the customer's buying behavior has changed and we also must have new way of service to suit the customers now
Because we love changes, and changes is a must in order to strive for the better future
Because we have found ways to get the customers to purchase our products
Just because
What are the 4 temperaments in STAR?
What is the character of a LION in STAR?
CEO/Wild
Director/Carnivore
Director/Driver
CEO/Leader
What is the character of a ZEBRA in STAR?
Socializer/Expressive
Socializer/Thinker
Director/Driver
Relater/Amicable
What is the character of a HIPPO in STAR?
Socializer/Expressive
Socializer/Thinker
Director/Driver
Relater/Amicable
What is the character of a GIRAFFE in STAR?
Socializer/Expressive
Socializer/Thinker
Analytical/Thinker
Relater/Amicable
What is the definition of empathy?
Feeling of sorrow and pity of someone else's misfortune
When you feel sorry for someone
The opposite of sympathy. You don't have feelings for other people's misfortune
The identification and understanding of the feelings, thoughts, or attitudes of another as if they were our own.
What are the 3 buying behaviors of a Driver/Director?
They know what they want
They are the decision maker and very confident
They love to listen to other people's opinion
They play a leading role
What are the 3 buying behaviors of a Socializer/Expressive?
They know what they want
They walk around actively touches products
Everything in their attitude tend to show that they like doing things at their own pace
They will express a lot
What are the 3 buying behaviors of a Relator/Amiable?
Usually nice and approachable
May not be confident about their decision
Eager to receive advice
Do research before buying
What are the 3 buying behaviors of a Analytical/Thinker?
They do research before visiting
They walk around actively touches products
They go to a specific showcase and focuses on a particular area
They concentrate for a moment and then looks for the opportunity to ask for more information
To start a conversation with a Director/Driver, you should avoid? (Select 3)
Small talk
Compliment them
Making your own decision
Not making eye contact
To start a conversation with a Socializer/Expressive, you should avoid? (Select 3)
Being panic
Being friendly
Arrogant
Press them with facts and figures
To start a conversation with a Relator/Amiable, you should avoid? (Select 3)
Being panic
Rush them to make a decision
Insincere compliments
Being friendly
To start a conversation with a Analytical/Thinker, you should avoid? (Select 3)
Speak fast
Rush them to think
Give them direction
Speak without facts and figures
CASE SCENARIO
A mid-20s woman has stopped to look at PANDORA's catalog.
She is stylishly dressed with trendy makeup and colorful accessories. As she was looking at the jewelry, she talked excitedly with her friends, remarking about how the Pandora Rose sliding bracelet can match with her newly bought one piece black dress.
“Can you just picture this with my new black one piece dress?”. As you approach to the customer, she greeted you friendly and asked you if the bracelet is one of the popular products in PANDORA.
Which of the below is the correct character of the customer?
Director/Driver
Thinker/Analytical
Socializer/Expressive
Relator/Amicable
CASE SCENARIO
A Chinese businesswoman walked into PANDORA.
You approached her with a warm greeting which she did not response much. She said that she needed a PANDORA Rose sliding charm bracelet.
You asked about the need for trying on and she replied, “No need. I’ve tried it on before. Please wrap it for me” in a flat and determined tone. She handed you his credit card to pay.
Which of the below is the correct character of the customer?
Director/Driver
Thinker/Analytical
Socializer/Expressive
Relator/Amicable
CASE SCENARIO
Mrs. Lee called yesterday to mention that she planned to stop by PANDORA at 10:00 to look at a charm and bracelet in Rose Gold.
As she enters precisely at 10:00, you have prepared: PANDORA crown O charm, and PANDORA Rose Bracelet on the tray.
She begins with the PANDORA crown O charm on the right, picks it up and examines it closely. She asks many detailed questions and is very interested as you provide factual information about the unique design and features on each item.
Which of the below is the correct character of the customer?
Director/Driver
Thinker/Analytical
Socializer/Expressive
Relator/Amicable
CASE SCENARIO
A casually dressed lady in her late 40s is walking into PANDORA with a tall gentleman in a business suit.
As they were browsing in the store, the gentleman stopped in front of a window display of PANDORA Shine collection. He pointed at the Hearts of PANDORA Bar Necklace and says to her wife, “you should wear this necklace, it will look good on you.” As you approached the gentleman, he says, “my wife would like to try on this necklace.”
After you put the necklace onto her wife, she gently asked, “do you think it is right for me?” looking questioningly at her husband and then at you.
Which of the below is the correct characters of the customers?
Husband: Director/Driver
Wife: Relator/Amicable
Husband: Thinker/Analytical
Wife: Director/Driver
Husband: Director/Driver
Wife: Socializer/Expressive
Husband: Relator/Amicable
Wife: Director/Driver
