Today, I totally dozed off. I woke up 30 min before opening time but thank God I live close to the store and caught the bus right on time.
Unfortunately, the day begin with a sad news. One of our colleagues was at the emergency hence he couldn't make it to work. We were already understaffed so being only two salespersons (+ me) was really tight. The clients kept coming and we had to get organized somehow. I took care of greeting the clients with a big smile of course and also taking notes of their name and reason for visit. The hardest part in this job is actually to filter the people. By filtering, I mean, checking if this person can get his questions, problems resolved in the store and if he really needs to make the queue or not. Most people come in thinking that the shop can do everything for them.
Today, an person came in wanting me to give them some basic computer courses. Initially I thought he had some minor problems on the computer so I decided to take his case...but then I was tricked into it. He started asking how to put on the computer and everything else. Luckily somewhere within our conversation he mentioned he was supposed to get some computer lessons from Orange (yes, we provide some courses, it's part of the many services available ^^) next week. I was totally taken aback and I told him you should wait for your class. He said in a really candid way that since he purchased the computer yesterday he was really excited to play with it beforehand. It's true I would have probably done the same but I had to tell him politely that he should be patient and wait for his one of one course.
Exceptionally, we decided to close the store today for an hour during lunch break. We didn't have enough staff being only two salespersons and leaving one person behind with all the customers was not admissible. It did disappoint a few people but we had no choice.
After lunch, I had an appointment with the person in charge of placing all newly recruits (J-P) to visit twp other shops in the neighborhood. The first one we visited was at Montparnasse in the shopping mall. Since it's located near a train station and also inside a mall, most of clients are usually just passing by. This is different from shops in smaller areas as the customers come in knowing what they want.
The setting of the shop was quite different being bigger, more accessories, more sales persons. They also had a GDFA so that was quite cool to see it in action. There is one person at the reception who welcomes the clients and registers their name and reason on the application. So the sellers from their work position they can call in the next person to be served. Of course they don't get to see the reason why so that they can't reject a client. There was also a a trainer who was present. She came to the shop to train the sellers on the new offers mainly the "Parnasse" offer which is a special offer for people who wants over the top service (well in my opinion). She goes to the different shops and makes sure that all the sales force are updated on it.
Next shop we visited for the newly renovated store at Rue de Rennes. That shop was really impressive. I felt the sales persons were very well dressed (all black), the way the different sections were placed allowed for a very smooth "parcours client" (customer route) in the shops. One thing that marked me was metallic skull head with black sunglasses that is actually a speaker. All the phones were real so there was a "vigil" (a guard). It felt as if we were in a club with the bouncer. They also had a "espace service" which is a space that is dedicated for technical services to check the livebox, the decoder, cells and other issues. The coolest thing was the office underground I mean it was so spacious and colorful that one would love chilling their. Their stock also was well arranged, the items sorted and labelled. They also had a CEV (chargé espace vente) a person who is responsible for the inventory.
Overall, a pleasant day where I saw different concepts of the store :)
Friday, April 5, 2013
Wednesday, April 3, 2013
Day Two: Book merch
Second day on the roll, I arrived at the shop before opening and decided to wait outside with the customers. It is really a funny experience because they don't know that I am part of the workforce there and start opening up about their feeling mainly complaining about the fact that they didn't open the doors exactly at 10 am but a few minutes later. I do understand their claim since they have been waiting long before so that they can be served first.
Once I entered the shop, the manager wasn't here yet so I was greeted by the leading vendor (a great guy) and so I decided to sit next to him and follow his work throughout the day. He gave me a nice badge where it is written "Accueil" which can be translated as welcome. I was really proud to wear it as it made me feel part of the team.
I love the different clients that comes in: old, young, about to buy, not about to buy, very techie, not at all, funny, grumpy, happy, on a hurry, lonely, patient....I mean everything. In a day, you get to see so many of them but I remember a few that marked me in a certain way:
- Two old friends, one in their 70s and the other in his 60s, they were the clients with whom I was chatting before opening, very friendly and really with ample amount of time and it was really interesting explaining them about the internet line and also very entertaining helping one of them choose their mobile. What is interesting is to actually understand why they are choosing such model rather than another. It reminded me about the SPICES which is an acronym for the reasons why a potential customer may purchase a good (Security, Pride, Innovation, Convenience, Economy, Sympathy). Being an elderly, the customer was first interested to get the simplest set with big icons that easy to visualize (Convenience). However, when the question about price came in he immediately settled for a cheaper option (Economy). Funnily, the same client came back in the afternoon claiming that we didn't give him the receipt but actually we did put it in the cute Orange but he gave it to some lady in the street. It was so cute when he realized he forgot and apologized. At least he went home with another set of copies and promised to come back on Saturday so that we can activate his new phone.
- A lady that came in because she wasn't able to change her ringtone to a song she downloaded "Ti amo" on her Samsung Android phone so I spent some time with her trying to figure out where was what and what was the problem. I got lost a bit myself but in the end I solved her problem and she was sooo soo thankful that it made my day to be able to help someone.
- Another person who came in had some issues with his iphone (my first time manipulating (also holding) one.) Unfortunately, not being an expert I had to refer him to other shop where they actually have a section dedicated to technical services of clients. Oh well, at least he didn't need to wait forever in the queue as I told him beforehand.
- This one person came in the shop looking all worried. Actually his son lost his cellphone (we have loads of this case) and apparently the person who took the cell have been making several calls abroad for which they received a bill of about 2600 euros! I was like say what? And then I asked him if he was one of our clients and it turned out that he is a client with our competitor. I really felt sympathy for the guy but I couldn't help...I told him he should call their client service and make a claim. I hope it will work out for him and he gets a refund for the bill.
Mainly most people are coming in to change their materials to the new ones and of course the idea is to try to upsell them and see what offers they already have and how to push them in a very soft and subtle way to some new offers (so that we can complete our KPIs). Others come to buy recharge or unlock their sim, these procedures are not very beneficial for the sellers as they don't get much primes on it but it still needs to be done with care and patience because any client is a potential client for something in the future. And also we need to project a great image of our company (the power of word of mouth).
Today we had a very late lunch around 3.30 pm. The lunch breaks are differed because we don't close the store and there should also be some people to greet and take care of the customers. Personally I miss the Italian system. Lunch break from 12-2 pm and only come back around the afternoon after a nice nap. On a serious note, the work is pretty intensive and you have clients non stop so it can be pretty tiring. In my opinion, it would be good to close for an hour during lunch time. Then all the staff can have lunch together, it can be a good time to motivate the team on the sales objective and also spend some quality time together where you don't need to stress about the client. And then restart full of energy ^^
In the evening, when we closed the shop, we had to change the posters, banners, magazines, ads of the store and also display the new products (tablets, ipad etc) because we are starting a new commercial period. All the positioning of these elements are sent beforehand in a booklet called "book merch" and we need to follow them strictly so that all the Orange stores follow a similar standard look. It was a fun moment where we just open up the box of cartons and quickly change everything. From tomorrow, we are offering the 4G offers!!!
And the journey continues.
Once I entered the shop, the manager wasn't here yet so I was greeted by the leading vendor (a great guy) and so I decided to sit next to him and follow his work throughout the day. He gave me a nice badge where it is written "Accueil" which can be translated as welcome. I was really proud to wear it as it made me feel part of the team.
I love the different clients that comes in: old, young, about to buy, not about to buy, very techie, not at all, funny, grumpy, happy, on a hurry, lonely, patient....I mean everything. In a day, you get to see so many of them but I remember a few that marked me in a certain way:
- Two old friends, one in their 70s and the other in his 60s, they were the clients with whom I was chatting before opening, very friendly and really with ample amount of time and it was really interesting explaining them about the internet line and also very entertaining helping one of them choose their mobile. What is interesting is to actually understand why they are choosing such model rather than another. It reminded me about the SPICES which is an acronym for the reasons why a potential customer may purchase a good (Security, Pride, Innovation, Convenience, Economy, Sympathy). Being an elderly, the customer was first interested to get the simplest set with big icons that easy to visualize (Convenience). However, when the question about price came in he immediately settled for a cheaper option (Economy). Funnily, the same client came back in the afternoon claiming that we didn't give him the receipt but actually we did put it in the cute Orange but he gave it to some lady in the street. It was so cute when he realized he forgot and apologized. At least he went home with another set of copies and promised to come back on Saturday so that we can activate his new phone.
- A lady that came in because she wasn't able to change her ringtone to a song she downloaded "Ti amo" on her Samsung Android phone so I spent some time with her trying to figure out where was what and what was the problem. I got lost a bit myself but in the end I solved her problem and she was sooo soo thankful that it made my day to be able to help someone.
- Another person who came in had some issues with his iphone (my first time manipulating (also holding) one.) Unfortunately, not being an expert I had to refer him to other shop where they actually have a section dedicated to technical services of clients. Oh well, at least he didn't need to wait forever in the queue as I told him beforehand.
- This one person came in the shop looking all worried. Actually his son lost his cellphone (we have loads of this case) and apparently the person who took the cell have been making several calls abroad for which they received a bill of about 2600 euros! I was like say what? And then I asked him if he was one of our clients and it turned out that he is a client with our competitor. I really felt sympathy for the guy but I couldn't help...I told him he should call their client service and make a claim. I hope it will work out for him and he gets a refund for the bill.
Mainly most people are coming in to change their materials to the new ones and of course the idea is to try to upsell them and see what offers they already have and how to push them in a very soft and subtle way to some new offers (so that we can complete our KPIs). Others come to buy recharge or unlock their sim, these procedures are not very beneficial for the sellers as they don't get much primes on it but it still needs to be done with care and patience because any client is a potential client for something in the future. And also we need to project a great image of our company (the power of word of mouth).
Today we had a very late lunch around 3.30 pm. The lunch breaks are differed because we don't close the store and there should also be some people to greet and take care of the customers. Personally I miss the Italian system. Lunch break from 12-2 pm and only come back around the afternoon after a nice nap. On a serious note, the work is pretty intensive and you have clients non stop so it can be pretty tiring. In my opinion, it would be good to close for an hour during lunch time. Then all the staff can have lunch together, it can be a good time to motivate the team on the sales objective and also spend some quality time together where you don't need to stress about the client. And then restart full of energy ^^
In the evening, when we closed the shop, we had to change the posters, banners, magazines, ads of the store and also display the new products (tablets, ipad etc) because we are starting a new commercial period. All the positioning of these elements are sent beforehand in a booklet called "book merch" and we need to follow them strictly so that all the Orange stores follow a similar standard look. It was a fun moment where we just open up the box of cartons and quickly change everything. From tomorrow, we are offering the 4G offers!!!
And the journey continues.
Tuesday, April 2, 2013
First day in a Orange shop
Hello people,
I am starting this blog to keep a log on my journey discovering Orange store. For month, I need to live, breath and sleep in the universe of the Orange store. This is part of the integration process for newly hired people such as myself.
Prior to going to the shop, I followed a two day training called "Orange découverte" with a few other colleagues from different departments within the Group. It was a very interactive and educational as we went through the main products, offers and services provided by Orange.
Today was the first day of my journey in the Orange store in Montrouge. I went to the shop yesterday to see where it was placed. I took the line 4 that opened a new stop "Mairie de Montrouge" which is just a few meters from the shop. Hence it is very well placed to reach the shop when you are coming from Paris however I found a bus stop that is more practical for me to use when I come from my home. It takes about 10 to 15 min so I am very happy about it.
I came to the shop 15 min before the opening. The shop opens at 10 am everyday and closes at 7.30pm. When I reached the place, to my surprise there was already a client waiting outside. He came to me and started chatting about how the sellers are always punctual about their opening hours. Just when I was about to converse with him, the store manager (I will call her C.) came to greet me inside through a door that goes directly in the back office.
She was dressed in all black colors. It didn't surprise me as I was told beforehand that the people working in the stores usually wear dark colors to set them apart from the customers. I loved the back office. For me it looked like this secret place where the troupe gathers and makes decision before attacking. There is her office not very well lighted and a bit chilly in my opinion but it's cosy as it isn't very big. Some posters on the wall mainly some notes from discussions with her team of sales persons. Then you have another room which is more like a relaxing room. You have the famous coffee machine, microwave and also a table where they have lunch.
So very quickly she gave me a quick brief about her store and I was introduced to the team (a bunch of great guys). Then she showed me the different parts of the shop. When you come in on your right side you will see the accessories for mobile phones (covers, usb, chargers...) and then on one side you have a small table where is supposed to be the GDFA (an application that allows to dynamically manage queuing of customers). Sadly, it is not used because of its placement and maybe in the future the whole store will be moved around to accommodate it in a better way. Then you have all the mobiles ranging from the bottom of the range to the top of the ranges with the new 4G cellphones.
On the left side, there is the cashier. I feel it's a holy place as only some of the sales person are authorized to close the cash register. There are also the desks with computers for the sellers to process their sales with customer. Finally behind you have the stock where they store the products (phones, livebox etc) and you have in the middle of the job a TV with the new livebox play that can be used for making demos.
Since we are at the beginning of the month, one of the first things that was talked about in the house is the KPI (key performance indicators). These are the objectives that need to be achieved by the managers every trimester and sellers on a daily/month basis. I thought it was interesting this spirit of competition between the other shops and also how openly they talked about making money. I mean it's actually a breath of fresh air as we are talking about the real deal and how to increase the revenues.
Then I was introduced to the software that they use during their process of sale but to be honest it is not always about sales. Sometimes the clients just want an information, a clarification, a simple answer to their question. Others they come to the shop because they have some issues with their material and want to get it exchanged. I saw cases where the client is here just to have a friendly chatter with the sellers. Overall, it's a very warm atmosphere where we always smile, greet and are polite with each other.
The first day went by fast, many clients came in, got served and seemed satisfied. Of course, some were tired of waiting, others waited only to find out they couldn't do what they wanted initially or were referred to the client services. I didn't participate much as I was mainly observing what the others were doing. The sellers were really friendly and welcomed me with open arms. They were very happy and proud to share their daily work with me.
At 7.30, the manager closed the register and we all left the store.
Tomorrow is going to be another day :)
I am starting this blog to keep a log on my journey discovering Orange store. For month, I need to live, breath and sleep in the universe of the Orange store. This is part of the integration process for newly hired people such as myself.
Prior to going to the shop, I followed a two day training called "Orange découverte" with a few other colleagues from different departments within the Group. It was a very interactive and educational as we went through the main products, offers and services provided by Orange.
Today was the first day of my journey in the Orange store in Montrouge. I went to the shop yesterday to see where it was placed. I took the line 4 that opened a new stop "Mairie de Montrouge" which is just a few meters from the shop. Hence it is very well placed to reach the shop when you are coming from Paris however I found a bus stop that is more practical for me to use when I come from my home. It takes about 10 to 15 min so I am very happy about it.
I came to the shop 15 min before the opening. The shop opens at 10 am everyday and closes at 7.30pm. When I reached the place, to my surprise there was already a client waiting outside. He came to me and started chatting about how the sellers are always punctual about their opening hours. Just when I was about to converse with him, the store manager (I will call her C.) came to greet me inside through a door that goes directly in the back office.
She was dressed in all black colors. It didn't surprise me as I was told beforehand that the people working in the stores usually wear dark colors to set them apart from the customers. I loved the back office. For me it looked like this secret place where the troupe gathers and makes decision before attacking. There is her office not very well lighted and a bit chilly in my opinion but it's cosy as it isn't very big. Some posters on the wall mainly some notes from discussions with her team of sales persons. Then you have another room which is more like a relaxing room. You have the famous coffee machine, microwave and also a table where they have lunch.
So very quickly she gave me a quick brief about her store and I was introduced to the team (a bunch of great guys). Then she showed me the different parts of the shop. When you come in on your right side you will see the accessories for mobile phones (covers, usb, chargers...) and then on one side you have a small table where is supposed to be the GDFA (an application that allows to dynamically manage queuing of customers). Sadly, it is not used because of its placement and maybe in the future the whole store will be moved around to accommodate it in a better way. Then you have all the mobiles ranging from the bottom of the range to the top of the ranges with the new 4G cellphones.
On the left side, there is the cashier. I feel it's a holy place as only some of the sales person are authorized to close the cash register. There are also the desks with computers for the sellers to process their sales with customer. Finally behind you have the stock where they store the products (phones, livebox etc) and you have in the middle of the job a TV with the new livebox play that can be used for making demos.
Since we are at the beginning of the month, one of the first things that was talked about in the house is the KPI (key performance indicators). These are the objectives that need to be achieved by the managers every trimester and sellers on a daily/month basis. I thought it was interesting this spirit of competition between the other shops and also how openly they talked about making money. I mean it's actually a breath of fresh air as we are talking about the real deal and how to increase the revenues.
Then I was introduced to the software that they use during their process of sale but to be honest it is not always about sales. Sometimes the clients just want an information, a clarification, a simple answer to their question. Others they come to the shop because they have some issues with their material and want to get it exchanged. I saw cases where the client is here just to have a friendly chatter with the sellers. Overall, it's a very warm atmosphere where we always smile, greet and are polite with each other.
The first day went by fast, many clients came in, got served and seemed satisfied. Of course, some were tired of waiting, others waited only to find out they couldn't do what they wanted initially or were referred to the client services. I didn't participate much as I was mainly observing what the others were doing. The sellers were really friendly and welcomed me with open arms. They were very happy and proud to share their daily work with me.
At 7.30, the manager closed the register and we all left the store.
Tomorrow is going to be another day :)
Subscribe to:
Posts (Atom)