To prepare you on deployments as sales assistant, especially in the area of fashion and clothing, we compliled some relevant knowledge for you in our free training course for sales assistants in retail. This course is not suitable for all stores, it especially focuses on businesses, pop-up stores or boutiques, which all require a high degree of customer care and consulting.
If you are already registered at InStaff, please use that same email-address for the test. Upon succesful completion of the test, you will receive a badge for your profile. Potential clients will see that you already occupied yourself with telemarketing, even if you do not have any experience to show for. This way, you increase your chances of getting booked.
Quiz contains 38 multiple choice questions
At least 75% required to pass
The test can be taken 3 times
You receive a badge for your InStaff profile
Preparation on selling
Brand and product knowledge
Before you start a deployment in sales, you should first make yourself familiar with the brand(s) and products. Every brand has unique characteristics distinguishing itself from the competition which are used for public presentation. The special feature can e.g. be the products' material or any particular style. Detailed information will be supplied to you during the briefing by your client.
should be premeditated and give you an advantageous position for sales talks.
Outer appearance
Like in most sectors, a neat appearance is also mandatory for selling fashion. Value is placed on clean and fresh-smelling clothing, which display a secure demeanor and evoke a positive first impression with customers.
Arbeitskleidung
There are three possibilities for work clothes, decided by the client.
1. Work clothing is provided completely by the client.
2. Clear prescription on clothing style by the client.
Example: dark jeans, white top and black shoes, no accessories
3. No strict regulations by the client. In this case you should dress fashionably and fit the brand.
Ladies
A saleswoman should have adequate make-up and hairsytling. "Less is more" - you can't go wrong with discreet make-up. Depending on the kind of shop, red lipstick and accented eyes are allowed too. You are free in your hairstyling, both open and bound is okay. Always pay attention to clean hands and fingernails. If nail polish is allowed, nude tones are best for a natural look.
Gentlemen
Opposite to saleswomen, salesmen have a lot less to care about. Avoid too much hairgel. The beard should be preferably neat, a clean-shave is not obligatory. If perfum is pondered, one should pick a discreet scent.
Both are not allowed to chew gum, eat or drink on the sales area. A little sweet for fresh breath is allowed, as you have a lot of customer contact.
Process of a sale
First contact with the customer
If a customer enters the shop, he gets his first impressions from his sensory organs. He recognizes the look, the music and the smell of the shop. First, you welcome the customer in a timely manner with a friendly smile within 30 seconds in the shop and evoke a feeling of being welcome. Pay attention to be positioned in sight of the customer and an open posture. It is common courtesy to address a customer by Sir or Madam.
Situation-examples after greeting
Customer types
Demeanor of the salesman
The customer is interested in a product and singalizes that by
looking at it and taking it into his hands
„The pullover which you are looking at right now is out of our new collection and keeps you very warm. The color well fits the current season. If you have a question, I will gladly help you.”
Customer reservedly looks around the shop
„If you have a question, feel free to contact me.”
Customer seems dismissing
Welcome the customer and be close to him for possible questions
Customer purposefully makes towards the seller and contacts him first
„Hello, I'm looking for a red pullover, which I have seen online.”
If the pullover is not available, show alternatives with same cut and similar color.
Usually it is your task to talk to the customer first, Try to read the customer's body language and find out ways to encourage greeting. You will leave a positive impression.
Avoid the question, “Hello! Can I help you?”
This standard question rather pressures the customer, who will lean towards not contacting you and often replies with "No, thank you... I will look around first."
The first contact to the client can also start with authentic interaction. You may start with small talk, whereas this does not have to lead towards a sale. In this context "authentic" means displaying your personality in a way that fits the brand.
Not every customer who enters a shop wants to be consulted after greeting. Customers who act cooly, avoid eye contact and look around signalize that they don't need any help. Customers might pick the desired item him/herself or only later contacts you with a question. Thus, you should always be near the customer.
Customers, who don't want to buy anything should always leave the shop with a positive impression, so it is more likely that they will return.
Findin out the customers needs and wants
Focus is on understanding the customer and to inform oneself about his intersts by using goal-oriented WH-questions.
Example
„To which occasion do you want to wear the pullover?”
„Where do you want to wear the pullover?”
„Which material do you prefer?”
By actively listening, you can detect the customer's style here already and try to categorize it. Furthermore, the questions help you to understand the customer's wishes and needs to present the fitting items. By posing additional questions during consulting, the customer feels listened to when you show personal interest.
Beispiel
Seller: „To which occasion do you want to wear the dress?”
Kunde: „I'm invited to a silver wedding on the weekend.”
Verkäufer: „Do you want to show yourself elegantly at the event?"
The customer will answer your question with "yes" or "no". If it's a no, he will either tell you about her wishes or you pose additional questions to detect her desires.
Product presentation
At product presentation, your brand and product knowledge counts. Hand the product to the customer so he feels the material. Accentuate the special features of the item and connect that with a sincere compliment to the customer.
Beispiel
„The color of the dress very well matches your teint.”
„This pullover is made of 100% cotton and is pleasant to wear.”
„You look very elegant in this dress."
If a client can't decide between two articles, consult him by using arguments for important personal use. Note that you shouldn't pressure him towards a decision.
If you have already found out the customer's needs, it's time to show him further articles. With every sale, there should always be an extra product offered without being intrusive. Use the relationship to the customer and try to establish a sense of honesty to assist his or her decisions.
Example
„We have a wallet matching this bag.”
„Would you want to try this blouse with the skirt?”
Characteristics of good consulting
Manners
For a successful consultation, good manners towards the customer are a basic requirement. Apart from kind- and politeness, you should always let the customer finish speaking. Phrases like "Here you are" and "Thank you" shouldn't be forgot. Questions display a great amount of interest.
Honesty
Honesty is the best way to build trust. Trust is the best way to sell. If a piece doesn't fit optimally, you should be honest about it and propose alternatives.
Service
To strengthen your service, offer drinks to the customer, for example a glass of water. The customer will note that you place value upon his well-being.
Helpfulness
Should a garment not be available in the right size, see if it is in another branch or if a reorder is possible. Note the personal contact info of your customer to be able to notify him as soon as the article is available again. By servicing like that, you will display an authentic interest in the customer. He will recognize independently that you want his fullest satisfaction.
Sales Promotion
For better sales, customer-oriented techniques are used. This can be for example sales, 2 for 3, pre-sale or similar. Should such an action take place at the shop you are working in, it is very important to include these in your consultation.
Sales closure
After consultation you focus on closing the sale and evoking a last positive impression with your customer. The selected item's safety catch is released, orderly folded and placed in a bag. After, you make suggestions for a ensured return. You could inform him about actions and sales or give him a brochure. Kindly say goodbye and thank your customer for their purchase.
Beispiel
„Thanks a lot for your purchase! I wish you a lot of joy with it and hope to welcome you here again soon! Have fun on your shopping tour!"
Complaints, replacements and returns
After selling an item, it happens that customers decide to replace or return it.
Legal guidelines
Is there a deficiency in the bought product, for example a production error, the customer may complain. This means, that the ensured or to be expected characteristic of the item is not present. The customer has the (§ 437 BGB):
1. right to rectification(§ 439 BGB):
He has the possibility of claiming rectification, which means that the item's deficiency has to either be repaired or the item has to be replaced with a fault-free one of the same kind. 2. Has the repair failed for a second time, the price can be reclaimed(§ 440 BGB)
General regulations
Returns for no reason,or because the item was not to the customer's liking are not legally regulated. The seller is in no case required to accept the return. In most cases, returns or replacements are accepted for the sake of good will, as the seller want to satisfy the customer. It has to be noted that a replacement only happens if a manager gives his consent
New and unused items can generally be replaced if a receipt is shown. The right to replacement is limited temporally, usually 14 days. Should there be no receipt, and the item was paid cash-free, an account statement is sufficient. A refund always is credited to payment method which was used to buy, coupons or new orders are also possible. Underwear/bathing clothes, accessories or worn shoes are excluded from returns. Items on sal is also not returnable in most stores.
How to act in special situations
Little and many of customers
Are there little to no customers in the shop, or your co-worker is within customer consultation, you should stay in motion. The sales area and changing rooms should be steadily clean. In this time, you can neatly fold or hang the clothing, refill necessary items, as well as controlling if everything is in it's right place.
Are there a lot of customers in the shop at the same time, you should try to keep a steady overview, be aware and keep calm. Should you be in an ongoing customer consultation, excuse yourself shortly if you need to interrupt to help or consult other customers.
Difficult Customers
Like in all areas, you will meet different customer types every day. Always be polite and friendly. Be patient and try to evoke a sense of understanding in your customer. Difficult clients are for example tourists, who don't speak the same languages as you do. Here, you can get a co-worker to help you. There are customers, who ask a lot of questions. Pay attention to satisfying every client. Indecisive customers don't like to be pressured.
Conspicuous persons
Should you get the feeling a customer is conspicuous and tries to sneak something which is not his into his bag, don't contact him to suggest that he wants to steal something. Formulate your assumption in an indirect way.
Example
„I see that you are interested in the red t-shirt ... this one would fit very well to the darkblue jeans."
In the case of an obvious theft, you stay in the shop and never run after the thief. Saftey first. Don't make any decisions alone, get a co-worker to help.
Know-How
Material knowledge
Is a customer interested in a garment, he often has questions on the material and the accomodating care. Material knowledge should be prepared upfront, to be able to argue correctly while consulting customers. A few materials and their respective characteristics which you should know of when selling fashion are compiled below.
Cotton (CO)
This nature fiber is won out of cotton plants' seeds and is generally skin-friendly due to its softness.Compared to other natural fibers, cotton is very absorbant, attracts water and sweat, but dries slowly. Cotton's advantages are its durability and that it's so easy to wash.
How to wash: easy, can be washed ad up to 95°C.
Elasthane (EL oder AE)
This synthetic fibre is especially distinguished by its high elasticity and stretch. The material is also lightweight, smooth and soft, as well as consistent in form. Elasthan is mainly used with other synthetic fibers and for its high comfortability, predominantly processed in sportswear, underwear and bathing clothes.
How to wash: easy, well washable up to 40°C
Linen (LI)
The natural textile fibre, which was already used thousands of years ago, is an ideal material for summerly clothes. Linen feels cool and fresh on the skin, because it takes up a lot of air moisture which is emitted to the environment. Additionally, it is anti-bacterial, breathable, stain repellant and durable. The only disadvantage is that it is prone to knits.
How to wash: washable up to 40°C, not suited for the dryer
Cashmere (WS)
The precious and high-quality natural fiber is won from the cashmeregoat's undercoat. Cashmere is soft, light and silky. The finest fibre is a pleasure to wear and warm on winter days. Little knots may form on the surface due to friction.
How to wash: short and maximally 30°C hand-washing, cold dry only
Polyester (PES)
In the area of clothing, polyester is the most commonly used synthetic fiber. It is durable, easy to clean and dries quickly. Its disadvantage is the low moisture uptake and breathability, which is why t-shirts with a high amount of polyester are not suited for sport. The synthetic fiber is used for outer clothing, predominantly as a blended fabric with new wool or cotton.
How to wash: between 40° and 60° C
Silk (SE)
Silk is the finest natural fiber, which is shiny and soft, as well as quickly drying. Its disadvantage is the low tolerance for high temperatures, which makes silk prone to sweat. Silk is mainly used for blouses and scarves.
How to wash: handwash at 20°- 30° not suited for dyers
Recording clothing size
For recording size, right measuring is critical. Dependant on brand, producer or form, sizes can vary.
For the outer clothing of ladies, breast, waist and hip extent are measured, for gentlemen only waist and hip. In the category of pants and jeans, waist and hip extent are measured for both women and men are both measured
In der Kategorie Hosen und Jeans werden bei Frauen sowie Männern Taillen- und
Hüftumfang gemessen. The tape measure is put at narrowest spot and at the buttocks.
As there are different clothing tables, we have readied a table comparing German sizes to the most common countries.
Example clothing sizes women
Germany
France
Italy
UK
USA
International
32
34
36
6
4
XS
34
36
38
8
6
XS
36
38
40
10
8
S
38
40
42
12
10
S
40
42
44
14
12
M
42
44
46
16
14
M
44
46
48
16
14
L
46
48
50
18
16
L
48
50
52
20
18
XL
50
52
54
22
20
XL
52
54
56
24
22
XXL
54
56
58
26
24
XXL
Retail security
To prevent thefts, most stores secure their products. Different security tags are applied to the products. Most fashion and clothing stores use a plastic housing (hard etiquette) which is attached to the garments. These are located in invisible spots of the individual clothing items.
Folding garments
For people working in retail, it is essential to know how to fold garments correctly. As there are different guidelines in each store, we compiled some basic tips for you in the following video in order to prepare you in that area.
Retail Test
Now, test your knowledge in the area of sales & retail. This quiz tests all aspects relevant to the field.
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