One day at Girl AGain while Izzie was working, she heard the bells ring when the store door opened.
To Izzie’s surprise, her idols from Wicked on Broadway in New York City, Donna Vivino and Alli Mauzy arrived. In shock, Izzie said “OMG!”
“I know you two are my idols from Wicked on Broadway, my top favorite broadway musical!” Izzie knew she still had to head back to work, so she said: “Welcome to Girl AGain, it’s an honor to meet you both. What can I help you, ladies, with?”
They responded with: “May we please have a tour?” Then Izzie showed her idols around Girl AGain and Alli said: “We came because I’ve always been an American Girl collector of Samantha, and Donna’s favorite historic girl has always been Kirsten and we wondered if you have both in their original meet outfits and their books.”
Izzie exclaimed, “You’re in luck – we have plenty of both!”
Izzie showed her idols Samantha and Kirsten and their book sets along with most of Kirsten’s and Samantha’s accessories and furniture.
She knew that she has learned how to cross-sell and get a customer excited about all of the other products available. When Donna and Alli finished shopping; Izzie wrote up their 2 different receipts, 1 receipt for Kirsten and her furniture, accessories, and book set, and 1 receipt for Samantha and her furniture, accessories. Izzie asked Laura for help with the writing part because that is hard for her. While Laura helped writing, Izzie talked to Donna and Alli about all the great things they were buying even though she wanted to talk about Wicked more. Izzie put all the items into Donna’s and Alli’s shopping bags. She made sure to say “Thank you for shopping at Girl AGain.
Hope to see you again soon!”
Afterward, Izzie is feeling really proud that she stayed in her “green” zone – a place of calm and relaxation. Seeing her idols made her feel happy which helps to stay regulated. Her idols left for home in New York City and Izzie waved goodbye to them.
They went on to perform that evening!
This blog highlights all of the following skills:
- Greeting customers
- Educating about the product
- Processing a sale
- Asking for help when overwhelmed
- Staying focused on a sale
- Saying thank you to customers
- And using a feelings monitor successfully
By Yes She Can Trainee Izzie.