Just the Job – Retail Sales Assistant

Bridget: Hi, my name is Bridget, I’m in
Year 13 at St Mary’s College and I’ve always been interested in retail so I’d
really like to know some more. Paul: Hi Bridget, I’m Paul… Bridget: Hi! Paul: Nice to meet you. Bridget: You too. Paul: I’ve got some pretty exciting places
lined up for you to see today. Clinton: Paul Carr is a retail training advisor.
He’s going to introduce Bridget to jobs in three very different retail stores. Clinton: First it’s to the home of everything
musical – Rockshop, at Sylvia Park in Auckland. The branch manager is Adam Jackson. Sound of Adam playing guitar. Bridget: Ok, so what have we got here? Adam: We’ve got home key boards, pro key
boards, we’ve got a PA system over here, acoustic guitars, electric guitars. Adam: The thing I like the most is probably
being like a kid in a candy store – I’m a huge, huge music fan. I love everything
about it so I get to work with some extremely cool product and meet some very cool people. Sound of Adam playing the key board. Adam: So part of customer service is obviously
knowing your product… Bridget: Yep. Adam: …ok, knowing what the customer will
need. The only way to find that out is by asking the right questions. Bridget: Yeah. Adam: Ok. Adam: Hi, what rings you in today? Customer: I’m looking for a guitar for my
16 year old daughter – well soon to be 16. Adam: Who’s it for, you know – it may
not be for them , they could be buying a gift for someone. Bridget: Yeah. Adam: What sort of music does she like? Customer: Um, she’s a bit of a Taylor Swift/Lorde
sort of a girl, so… Adam: Ok, cool. Adam: Is there anything in particular that
you’re looking for? Would they like some help with anything, like that? Adam: It’s got a pre-amp in there so she
can plug it into an amplifier… Adam: And basically, give them a couple of
options, you know, and show them the range of stuff. Adam: So you could play it two ways – you
could have it… Sound of Adam strumming guitar Customer: Yes. Adam: Yep, or we can plug it into an amplifier
and make it much louder and then we can mess with the sound. Sound of Adam strumming amped guitar. Adam: Doesn’t it sound great though?! Customer: Yeah it does! Sound of Adam strumming amped guitar. Customer: I think she’ll love that. Adam: There’s a real emotional attachment
involved in purchasing an instrument and you need to be able to understand that on an emotional
level. Clinton: Adam started his working life in
hospitality, but his love of music drew him to Rockshop as a sales assistant. But some
additional training arranged by Service IQ guided him through the finer points of customer
service. Adam: Ok Bridget, so merchandising is really
important – we’ve got a lot of beautiful stock in here and we want to make it look
good, and of course when people walk into the shop, the feature stage area, which as
you can see has a couple of gaps in it, so let’s fix that. Bridget: Ok. Adam: Come this way. Adam: Well you need to have a really good
product knowledge – with the advent of the internet the way it is today, a lot of people
will come in knowing more about the specific item than, you know, you may do, so you’ve
really got to stay as clued up as you can. 1.03.18 Adam: So what do you think? Bridget: It looks pretty good. Sound of Adam playing the drums. Bridget: Cool! Clinton: Cool indeed… Clinton: …but it’s time to move on. Paul: Ok, now you’ve had a chance to see
how important product knowledge is, I’m going to take you to meet the visual merchandising
manager at Overland Footwear, just so you can see how important that is. Clinton: Visual merchandising is all about
making the product and the store look its best. Crystal Vaega manages Visual Merchandising
for Overland’s 34 stores. Crystal: Ok Bridget, so here at Overland Footwear,
we display our shoes in different areas of the store and in alternate facing fashion. Bridget: Ok. Crystal: Now the reason we do that is so you
can give your customer a little bit of texture and make the displays really interesting to
look at. Crystal: So we want to make sure that the
displays actually tell a story and that the customer can look at the whole display and
at least find one or two pairs of shoes that they are interested in.
Crystal: So here we’ve got some casual work shoes on the top shelf and then on the next
shelf we have some semi-dressy work shoes, and they get dressier as we move down towards
the bottom shelf. Crystal: The most important part of my job
is making every single product look really good, and obviously we have so many different
types of products that it can be quite a big task, however I try to make sure that maybe
we have particular colours grouped together and making them pop, so a key colour for example
might be blue, so we’ll try and make blue stand out using animal prints, or similar
toe shapes and making sure that we’ve got the right things grouped in the right areas. Clinton: Time for Bridget to serve a customer. Bridget: Hi there, can I help you? Customer: Hi… Crystal: So we work really hard with our staff
and support office to make sure that we know what all the components of our products are,
what they’re made of, where they’re made, and the customers really appreciate that information. Bridget: And then we’ve also got these ones
over here which are quite similar. Crystal: I really, really enjoy that I get
to work with the store staff and see the things that I may trial in one store and then I have
to communicate and make it happen in fifty other stores, but making that happen and seeing
the results is a really, really big achievement for me. Clinton: So with shoes and music studied,
time to move to a third store – Noel Leeming on Auckland’s North Shore. Bridget: Do I need any qualifications to get
started in retail? Paul: Well, no you don’t but it’s a good
idea to work towards something that can help you along in your career. Clinton: Many retail employers offer certificate
courses while you work. You start at level 2 which provides basic training and includes
consumer legislation and stock management. Clinton: At Noel Leeming, Bridget’s in store
guide is sales consultant, Josh Hendry. Josh: Awesome, so welcome to the store – this
is our beautiful, beautiful electronics section. Clinton: After a quick introduction to the
store, its glossy products and how they are displayed, Josh sets Bridget off on her first
task. Josh: I really enjoy interacting with people,
so being able to work in an environment where I can talk to people and get to know people
is really, really enjoyable for me. Bridget: So in your opinion, what is the most
important thing about customer service? Josh: With sales, one of the main things is
building that trust, building that relationship with your client. Obviously get to know as
much about them before I even start selling to them. Bridget: Yep. Clinton: So Josh shows Bridget how he does
just that. Josh: Hey Nathaniel! Nathaniel: Oh, hey! Josh: Good to see you again, man! How’s
it going? Nathaniel: Good thanks. Josh: That’s good – so you’ve just come
back in to have a look at the tablets have you? Nathaniel: Yeah, so I’m going to – we
need it for school… Josh: Oh ok, yeah. Nathaniel: Yeah, to take notes and do a bit
of research and stuff like that. Clinton: Josh’s cheerful confidence with
customers puts them well at ease, and they’ll be secure in the knowledge they’re making
the right choice. Josh is developing his retail career through Noel Leeming from floor to
management with the aim of managing his own store… Josh: Ok, so now let’s give you a go – so
you’re going to sell me something. Bridget: Ok! Josh: Um, I need a new case for my phone so
how about we do that one? Bridget: Ok – so what kind of case are you
looking for? Josh: Well I do tend to drop my phone quite
a bit to be honest, so, as you do… Paul: Bridget’s done amazingly well – she’s
bright and bubbly, she’s got the right attitude and with a little bit of development she’ll
have the perfect skills for a career in retail. Josh: Awesome, that was actually really, really
good – you’re a natural to be honest, so well done! Bridget: Thank you! Clinton: So is Bridget sold on the job? Bridget: I’ve had a really good time. I’ve
learnt so much about how it seems so easy on the outside but that’s because there’s
so much thought and planning that goes into it. Clinton: There are no entry requirements and
you earn while you learn. Service IQ provides training programmes and resources. There are
a range of National Certificates available. Retail careers develop diverse and valuable
skills that are beneficial in any job.

Leave a Reply

Your email address will not be published. Required fields are marked *