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WorksheetsEAGLE
Total questions: 21
Worksheet time: 23mins
What does the Eagle model represent?
It is the Emporio Armani client experience service model. It is intended to be applied consistently in all EA stores on a global level in order to provide the client with the highest standards of luxury and convey the Armani DNA.
It is the logo of Emporio Armani.
It is the Emporio Armani Client profile model, in order to map and define all the different types of client you might meet.
EAGLE is an acronym for:
EXPERIENCE; ACKNOWLEDGE; GIVE; LEARN; ENLIST
EMPOWER; ACKNOWLEDGE; GIVE; LISTEN; ENGAGE
ENGAGE; ACKNOWLEDGE; GIVE; LISTEN; EMPOWER
ENGAGE; ATTITUDE; GIVE; LEARN; EMPOWER
According to Albert Mehrabian, interpersonal communication (physical and not digital) consists of three elements: which one of the below elements is the most relevant?
Words (40%)
Body language (55%)
Tone of voice (55%)
Grooming (45%)
What is the least reccomended theme to be used in order to break the ice?
Food
Personal questions
Store
Politics
What are the most relevant aspects that define the "Engage" moment?
Welcome the client; Ask what they are looking for; Be natural
Great and smile; introduce the collection; Be as forml as possible.
Welcome the client, great and smile; Break the ice and introduce the brand; Engage with the client in a natural and personalised way
How can you "understand" the client?
From a behavioral point of view: by observing how the client moves around, how the client speaks, if keeps distance from you or not, if smiles or is rather serious, etc.
By asking questions. The only way to understand a client is by listening.
By the way is dressed; by the way he/she looks you can have a first impression.
What does the graphic in the picture represent?
The Wholebrain model developed by Ned Hermann, that break down the main thinking styles and purchases preferences of clients into 4 quadrants.
The Woodgrain model developed by Den Hermann, that break down the main thinking styles and purchases preferences of clients into 4 quadrants.
The Woolgrain model, which is intented to work and increase the store's KPI.
What are the main characteristics of a "Blue" profile?
He/ she is a rule follower. Very organized, and detail oriented.
Blue quadrant thinker loves the facts. He/she wants you to get straight to the point. His/her brain is more prone to logic and analytics and he/she enjoys anything that can be quantified.
He/she is loosened, expressive, smiling, friendly. They like to hear stories. Very much people oriented.
How would you adapt to a "Red" profile while interacting with him/her?
Being loosened, expressive, friendly and smiling. Let touch, feel and experience the product. Storytelling and personal touch.
Being stiff and serious. Unemotional, synthetic and straight to the point, telling facts and numbers.
Being very detailed, giving specific informations, presenting the product in sequential order, being clear and structured.
What are the 3 steps to be taken in consideration in order to effectively "acknowledge" the client?
Understand the client needs; Discover the client; Adapt to client
Keep a nice attitude; understand the reason behind; handle the objection
Understand the client expectations; know your product; engage through the storytelling
What does CAB stand for?
Competitive- Analysis - Benchmarking
Comparing - Advantages - Benefits. it is the main rule to follow when presenting the product to the client.
"Characteristics- Advantages - Benefits". It represents one of the 2 ways to engage with the client during the "product proposal" phase.
Why is important the "story telling" during the product proposal?
Using storytelling we can create a more emotional connection with the Client and elevate the value of the product in the eyes of the Client.
It gives all the technical informations about the product: fabric compositions, fit, how to take care of it.
Story telling is not actually very relevant.
Between the "CAB" and the "Story Telling", which one is the more efficient?
CAB - it is important always to be extremely detailed in the presentation of the product.
Story telling - Working in fashion, we have to sell a dream!
None. One doesn’t exclude the other. You can merge the two approaches together or prefer one instead of the other based on the client characteristics.
What are the main focus and tips given in the "Listen" phase?
Understand the client you have in front of you.
Handle the objections and increase conversion rate.
"Listen" is not part of the 5 steps of the Eagle model.
Increase UPT.
What are the best tips you would suggest in order to handle the client's objections?
What is the difference between a "Hunter" and a "Farmer"?
"Hunter" is focused on acquiring new clients, while the "Farmer" is good at cultivating the relationship with existing clients.
"Hunter" is good at cultivating the relationship with existing clients, while the "Farmer" is focused on acquiring new clients.
These 2 concepts are not related with Retail.
What does the "DEAL" technique stand for?
DETECT the signals clients are ready to buy; make an ATTEMPT to close; take the LEAD whether the clients are buying or not.
DEFINE what the client wants to buy; ATTEMPT to close; don't let them LEAVE.
DEFINE what the client wants to buy; ATTEMPT to close; take the LEAD wheter the clients are buying or not.
What is the best way to close the sale and be remembered by the client?
Escort the client to the door, smile and say goodbye.
Hand over your business card to the client, escort the client to the door, smile and say goodbye.
Hand over your business card to the client and smile.
Which KPIs are effected during the ENGAGE moment?
UPT / ATV
Conversion rate
ATV / AP
Which KPIs are effected during the GIVE moment?
UPT / ATV / AP
Traffic / Conversion rate
ATV / UPT
Which KPIs are effected during the EMPOWER moment?
UPT / ATV / AP
Conversion rate
Conversion rate / Turnover
