North Port Is Behind The World'S Top Chain Stores.

For many years, every new employee in North China will get an employee handbook with only 6 words on her entry. "Use Good Judgment in All Situations" should be made in any case.

At the same time, there are some customary rules to ensure that employees can provide the best service for customers. For example, "do not tell customers what goods they need, but take them to the goods there", "after packing, they go out of the counter to deliver the goods to the customers, instead of passing the goods across the counter".

From this, we can find that customer service in North China is a harmonious coexistence between rules and staff autonomy. When making judgments, employees need to think about three problems: first, why it is valuable; second, what kind of experience and feelings the customer should have; thirdly, what is the specific measures.

It is precisely under these three standards that Nordstrom creates a one-stop experience for customers through customer representatives, that is, a customer representative can bring customers to choose and purchase any brand in the store, which is actually involved in the shopping journey of consumers, and also achieves efficient cross marketing in the journey.

For example, when a customer buys a suit and finds that he lacks a matching shirt, the customer representative who serves him will also help him choose the matching shirt. If the consumer wants it, he can even buy a skirt for his wife for the salesperson who is in charge of the suit.

This business philosophy helps better establish a good cooperative relationship between salespeople and customers: when these customers arrive at stores, they usually find the salesperson directly, and then buy everything they need in the department store under his guidance.

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Many of them are successful businessmen or government officials who will be familiar with sales staff in advance.

Put forward their own product needs, so that salesmen help themselves choose to post directly to themselves.

In the process, some customers even introduce their spouses to salesmen, so that salesmen can provide related services for their spouses.

This personalized full service enables salespeople to better understand consumers' brand preferences, sizes, sizes and preferences. When these data are effectively recorded, they even enter a set of "personal accounts system".

It will bring more benefits to the establishment of "enterprise consumer relationship" and the future sales and service.

According to an internal survey conducted by a department of agriculture in North China, 68% of all salespeople with annual sales of $1 million are derived from such individualized services, which makes their "personal account system" a vital selling tool for enterprises.

Just like the experience of the domestic food giant bathing at the core of experience, for the enterprise itself, effective authorization not only enables the customer representatives to have higher incomes, but also makes them the owners of enterprises, which lays a foundation for their better service.