Description:
Essential Job Functions:
Customer Focus
- Welcome all customers with genuine, friendly enthusiasm over the phone and in person, communicate clearly and concisely adapting style to suit customers.
- Use all systems to manage the customer flow to deliver 5-star customer experience (Appointments/Customers/Point of sale system). Use iPad tools to research and enthusiastically communicate this information to the customer.
- Responsible for providing exceptional service to multiple customers at one time and contribute to the store achievement of 5-Star Customer Service. Proactively address customer concerns with confidence. Know when to escalate and partner with leadership team.
- Prepare for customer appointments by reviewing the customer profiles, favorites and preparing a fitting room.
- Build a relationship by welcoming customers to the store, asking questions and listening to understand customer expectations and needs (emotional and practical).
- Strive to identify the perfect gown/dress in the customer’s first three try-ons.
- Review Timeline Calendar and set future appointments aligning to customer needs; follow up with customers to remind/set future sales.
- Communicate how alterations do play an important role in perfecting the dress for her event in partnership with Alterations. Promote all alterations services and personalization options. Partner with Alterations Specialists to set up appointments to personalize and fit gowns/dresses. Assist store team in achieving a goal of 80% conversion of brides sold to Alterations appointments
- Ensure proper measurements are taken and entered into events as required for ordering dresses and minimizing returns and exchanges.
- Maintain store-standards (clean, organized, promotional readiness) to support a flawless shopping experience. Reports any broken or damaged equipment to store management.
- Maintains high dress code standards for her/himself per the Dress Code.
- Offer David’s Bridal loyalty & partners program to support and promote one stop for all life events.
Analyzing & Decision Making
- Respond promptly to all customer questions providing product and service information. Build relationships to meet or exceed customer satisfaction and loyalty.
Managing Performance
- Maintain David’s Bridal hourly sales productivity standards by utilizing the 5-Step Selling Process.
- Supports all cash wrap behaviors and processes transactions with accuracy to make every customer feel celebrated. (Ask about shopping experience, sell additional add-ons and promote services, confirm contact information, review receipt/polices, and schedule all future appointments). Maintain knowledge of and follow procedures for special order dresses.
- Consistently achieve a 65% or greater platform conversion.
- Consistently achieve add-on goals, headpiece 75%, foundations 10% and shoes 20%.
- Sets come back appointments for the complete wedding party including Bridesmaids, Mother-of-the-Bride and Flower Girl.
- Become the trusted advisor to his or her customer by completing training in a timely manner and continually building product knowledge and fashion trend expertise.
- Strive to become a Circle of Excellence member by exceeding sales targets.