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.
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