Create an exceptional customer experience from start to finish of all customer interactions
Upon the customer’s arrival in the Boutique, the Sales Associate should establish eye contact and follow the 4 steps of customer service to create a positive and engaging experience.
1. The warmest welcome
2. Identify the customer ’s needs.
3. Customer happiness and mandatory sampling
4. The ‘ Bateel Goodbye ’
When greeting customers, staff members must display:
Friendly body language, immediate eye contact and a warm smile.
A verbal greeting that is sincere, welcoming and genuine.
Create a positive first impression that makes the customer feel welcome and valued.
Suggested customer service lines :
“Good Morning/Afternoon/Evening ! I ’ ll be with you in a minute. ”
“Good Morning/Afternoon/Evening, how may I assist you?”
“ Hello , how may I assist you?”
“Welcome back, how are you today?” ( For returning customers)
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Very important note:
Do not greet every customer the same way since some busy Boutiques have a continuous customer flow. The greeting must always vary from one guest to another since we do not want to give the impression of a robotic or scripted greeting. Only English should be used when attending to customers unless the Sales Associate speaks the customer ’ s language. No foreign language should be used amongst sales associates.
Body language
Dos:
Genuine smile
Maintain eye contact while interacting with customers.
Maintain proper body posture, do not slouch.
Relax your shoulders so you do not seem tense.
Don’ts:
Fold your hands/arms.
Move excessively, like twirling a pen or tapping your feet, which are common indications of impatience. o Note: Be aware of your own personal habits/mannerisms and the way they might come across to others (frowning, twirling your hair, etc.)
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In some cases, when all Sales Associates are busy attending to customers, new customers who enter the Boutique must be acknowledged with a smile and by establishing eye contact. Without disturbing your current customer, you shall advise the waiting customer as follows:
Suggested customer service lines:
“I will be with you in a moment”
“Sorry to keep you waiting, I will be with you in a minute”
“I will be with you in a few minutes . W ould you like to try something while you are waiting?”
The waiting customer should then be assisted first and should be greeted by the sales associate.
Suggested customer service lines:
“Thank you for waiting, how may I assist you?”
“Sorry for keeping you waiting, how may I assist you?”
The Sales Associate should assess the customer ’s needs by asking open-ended questions, avoiding questions that will end the conversation.
Suggested customer service lines:
TED - Questioning Technique
Tell me
“Are you looking for a gift for someone or yourself today?”
“ Is this your fir st time in Bateel?”
Explain to me
“What occasion is the gift for?”
“Who is the gift for , tell me a bit about them?”
Describe and demonstrate
“Please allow me to show you some of the unique products we have.”
“ Are these gift options in line with what you are looking for? Is there anything that catches your eye? ”
“Let me explain why our dates/chocolates are the finest…”
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This will help to suggest the correct gift box for the customer ’s needs.
It is important to ask the question below to get more details about customer’s requirements:
“May I ask if this is a business gift or for a friend so we can advise you accordingly?”
For a business gift, offer luxury wooden and Peru boxes
If the customer requests a lower budget option, offer alternatives, starting with luxury carton boxes
If the customer does not seem to be pleased by the box you show him/her, offer different options
Observe your customer ’ s body language as you offer him/her the options
Once the client selects the preferred box, confirm the filling and promote the chocolates and filled dates
Suggested customer service lines:
“Would you like an assortment of chocolates filled dates or biscuits?”
Important Note:
Only offer the Bateel complimentary box if the customer wants the products for self-consumption or if he/she requests it. Ribbons can be tied around the ballotin as per customer request.
Under no circumstances should this be the first option offered to customers.
If a customer desires a basic gift, then present our carton core range.
To ensure that the customer is familiar with Bateel, ask the question below. This will be a good opportunity to start a conversation with the customer.
“ Do you know our brand / Have you visit Bateel before ?”
A new customer is usually not sure which product to select. The Sales Associate needs to identify the customer’s specific requirements and preferences so they can offer the most suitable option for sampling.
Make sure to offer the tissue box / seed container during the tasting.
A regular customer who knows exactly what he/she is looking for should be offered another product to try. This increases customer awareness about our product range and leads to impulse purchases.
Make sure you record the consumption of the sample on the daily customer tasting report.
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To describe our products, remember the 3 steps: Name, Description, Taste: 1. Mention the name of the product:
“This is our ‘ Cheesecake coated in Milk Chocolate. ’”
2. Explain the details of the product:
“It is a milk chocolate with a white chocolate and yoghurt ganache filling, topped with raspberry jelly.”
3. Elaborate on the taste:
“It has a rich and fruity flavour . ”
Active listening
Listen carefully to the customer’s requirements by maintaining eye contact and nodding affirmatively when they are talking.
Make sure to repeat the customer ’s request to avoid any misunderstanding.
Suggested customer service lines:
“Let me repeat your order, you would like to have our Cassandra ballotin 250g filled with an assortment of filled dates. ” “ Just to confirm, I will prepare the Cassandra rectangular small box with two pieces each of Khidri caramelized pecan, Kholas with almond, Sagai with pistachio and plain Wanan.”
Order preparation
While preparing the order for new customers, politely advise how long it will take and offer different options while he waits like a sample, café voucher, call when it is ready, delivery, etc.
Suggested customer service lines:
If a customised order requires more time than expected, make sure you inform the customer how long it will take for the order to be prepared. If the order takes more than 5 minutes, offer different options to avoid the customer wait. “While I am preparing your gift box, could you please fill out our customer contact card so we can call you when your order is ready ?” “ Would you like us to arrange delivery? “ It will take approximately 30 minutes to prepare the tray, would it be fine for you to come back later? We are happy to offer you a coffee in our Café Bateel, located on the ground floor, next to the waterfall. If you like, we can give you a call once your order is ready.”
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“ Would you like to leave your contact number with us so we can call you when the tray/gift box is ready?” Do not forget to present the ready gift box / tray to the customer once he / she confirms you can proceed to with the wrapping.
Suggested customer service lines:
“Please let me know if this is good for you. Will you require anything else?”
Make sure to inform the client about the proper storage conditions.
“Please store the gourmet chocolates/biscuits at 14 degrees Celsius in a dark and dry place . ”
Important Note: Introduce the recently launch products by offer a sample. If a customer purchased dates, offer our gourmet chocolates or biscuits as an addition.
Suggested customer service lines:
“We have just launched our seasonal truffles. Would you like to try one ?”
“Would you like to try one of our gourmet pralines?
“We have recently introduced a fantastic new range of origin chocolates. Would you like to try one?” “Have you tried our Royal Date Chocolates before?” … if answer is no: “ May I offer you one to try ?”
Payment
Accompany the customer to the cash till, count the number of items selected in front of the customer and confirm the items Make sure to enter every item in the POS system and place them gently in a Bateel bag. Make sure to use an appropriately sized Bateel bag for the number of items or as per the size of the product. If the customer is purchasing multiple gift boxes, ask if more than one paper bag is required. If the customer claims a discount (e.g., Esaad, Fazaa, Emirates Platinum, etc.), the customer must present the actual card or application. The sales associate must take the customer details (card number, expiry, name, contact number and signature) After billing all the items in the POS system, collect all the required customer data for the POS, and inform the customer of the total bill amount. Ask them for the method of payment, and avoid highlighting the discount as it’s already been mentioned.
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Cash:
For cash payments, inform the customer the total value and collect the cash payment saying ‘thank you’ and giving change back along with the system receipt.
You must ensure you have enough change available in the boutique, in both notes and coins.
We accept foreign currencies: EUR and USD. Make sure to follow the exchange rate according to the exchange rate in the POS system.
Credit/debit card:
Tap the card or chip in the machine, check thoroughly if the transaction is approved then proceed to finalise the transaction in the POS system.
The merchant copy retained by us and is attached to the Z- Report by the end of the day.
The customer’s copy should be handed over to the customer after their confirmation, saying ‘thank you’ . In the case of a non-approval or a card declined situation, inform the customer immediately in a discrete way. A maximum of two attempts can be made. If it is still declined after two attempts, ask the customer for another method of payment. Please take a note of customer’s name on the card as this should be mentioned when the customer leaves the Boutique. The farewell is just as important as the hello and using the customer’s name will leave a positive, long-lasting impression. Hand the packed Bateel bag to the customer by going outside the counter and thanking them for the purchase. If the purchase order is big, ask the customer if he/she needs help getting the order to their car.
The customer can also be offered delivery of the purchased items the same day.
Suggested customer service lines:
“Did you know that Bateel delivers to your office / to your doorstep within the same day now? The payment can be done via payment link if you are at home, or directly at the boutique” .
Farewell and invitation back:
Thank the customer for their visit, bid farewell and invite them back:
Note: If the customer paid by card (or is a regular customer), bid farewell using the customer’s name .
“Thank you for visiting Bateel, we look forward to welcoming you back again” .
“ Thank you for visiting us, Mrs. Victoria. We look forward to seeing you again soon. Goodbye. ”
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Important Note: Customers with big orders or customers with special requirements (e.g., pregnant ladies) must be assisted with their gift bags, depending on how busy the store is and the manpower available. When possible, this service must be offered,
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