Training categories Archives: Weeksessions

Brand knowledge

Session #1
giving information

GOAL
Knowing the history and brand values is very important for your knowledge as a ambassador This is what’s translated into the collections and is what is important to be able to link to certain ways of translating products to the customer.
This is a 2 day session. 


HOW 
Check out the document BRAND KNOWLEDGE. This is a good source of inspiration containing images and stories that tell you in short the key knowledge of North Sails what every ambassador should know. Tell the story and show the photo’s to inspire them. Read all the steps and collect/print what you need. Look at the document BRAND KNOWLEDGE.


DO

  • Give a short introduction to the team and explain the goals.
  • Tell them the North Sails story and inspire them with the photo’s to give a clearer picture.

RECAP
Summarise the morning session.Explain the value and importance of using brand knowledge within the team and to the customers.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Practical: Maybe pick a few garments to make your story complete.


FOLLOW UP
Advice: to read the document BRAND KNOWLEDGE. it’s important for new consumers but also to get better understanding of the collections. 



Session #2
checking information

GOAL                                                                                                  
Knowing the history and brand values is very important for your knowledge as a ambassador. This is what’s translated into the collections and is what is important to be able to link to certain ways of translating products to the customer.This is a 2-day session. 


HOW
Sit down all together and take turns into saying as much about North Sails as you all know. Write these words and sentences down. Then after your all done, summarize and make this into a complete story. This will be the story you will tell the customers about the brand. Leave it hanging around the cafeteria.


DO

  • Read all the steps and collect what you need. Look at the document BRAND KNOWLEDGE.
  • Give a short introduction to the team and explain the goals.
  • Then take turns in saying what knowledge you still know about North Sails as a brand.
  • Fill in the gaps where needed.

RECAP
Summarise the morning session. Explain the value and importance of using brand knowledge within the team and to the customers.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Advanced: With a new team member, let the ambassadors tell the team member everything from scratch. 


FOLLOW UP
Advice to read the document BRAND KNOWLEDGE. It’s important for new consumers but also to get better understanding  of the collections. 


Customer experience

As a brand personal advice, service and knowledge gives customers an unique store experience.  Because a customer usually  forms an opinion about a brand and store within the first 20 seconds first impressions count. So customer experience and how to make an customer feel is very important.


GOAL
This session is about being aware of what elements contribute to a positive or negative customer experience and analyzing the differences between North Sails and other brands. Looking at what other brands are doing helps to understand our attention to detail and the role of a good ambassador.


HOW
Introduce the morning session one week ahead. The ambassadors will visit different stores to recognize differences in service between brands and analyze what this means to the customer experience. Then come together as a group to discuss and compare findings. Note: it is an undercover mission. Don’t tell the staff in the stores you visit what you are doing.


DO
Read all the steps and check out the document PERSONAL ADVICE and BRANDKNOWLEDGE. Print the QUESTIONER and give this to the ambassadors one week ahead

  • Give a short introduction to the team and explain the goal.
  • Let them prepare a presentation in teams of 2
  • Ask the ambassadors to give their keynotes in a short presentation and make note. Let them compare the notes with the notes taken on their trip. Ask about the positives and the negatives and reflect on our approach to service.

RECAP
Summarise the morning session.  Was there overlap in the findings of the ambassadors? Explain the importance of paying attention to the customer, service and experience.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Small group: expand the questioner
Advanced: Extend the visit let the ambassadors try on garments and analyze the
process of personal advise.
Refresh: Repeat session using other stores.


FOLLOW UP
Use your own experience being in these stores and how that came across. Take that experience to the shop floor. What can you improve?


Visual Merchandising

Visual merchandising (VM) is the activity and profession of developing the floor plans, three dimensional displays, and product presentation in order to communicate the brand story, improve the customer experience, and aid sales. Garments are displayed to highlight their features, and benefits and reflect the brand style and story.

GOAL
This session is about being able to return garments in the correct way to the shop floor.


HOW
The Captain will give a short workshop on hanging and finishing the product on the shop floor. As well as sizes and guidelines / folding techniques. This way the ambassadors can participate in the day-to-day activities of returning clothes properly.


DO
Read all the steps and collect the garments you need. Also read the VM MANUAL. Think about the steps you will explain to your team. (Advise the team to read this document as well)

  • Explain the goal.
  • Give examples and show how it’s done. (folding, hanging and display/detail)
  • Answer all the questions the ambassadors have.

RECAP
Let the ambassadors summarize the morning session.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
advanced: ask a group to finish a rack that according the VM guidelines. Check te rack together and see if they are still up to date. Repeat session every now and then.


FOLLOW UP
Check the vm during the day and give pointers.  Also check it at the end every day and so you can start with a tidy shop every morning.



Customer routing

GOAL
For the personal in the store it is important to know the routing in witch the customers will be walking. The routing is important for the staff to approach the customers on the right time and to play with the positions of your ambassadors on the floor. Be there on the right spot on the right time.


HOW
Make a ground plan of your store. Walk around with the team and make markers on this ground plan on where it would be good to have an ambassador and what kind of tasks that ambassador should have in that position. Walk the route you see/think customers walk.


DO
Read all the steps and get what you need. Make the ground plan in advance.

  • Give a short introduction to the team and explain the goal.
  • Talk the walk around the store with the ambassadors and make notes on the ground plan.

RECAP
Summarize the morning session. Explain the importance of the walking route and what you as a ambassador can do to improve the experience of shopping and giving information in that route.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day? What tasks are important?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Advanced: Extend the morning session and include vm as well. Mark down best selling walls and slow selling walls. Repeat session every now and then. This session is also good for new team members


FOLLOW UP
Use what you have learned and take it with you in your position on the shop floor. What can you improve? and what cab be influenced. Hang the ground plan in sight.



Wash symbols

GOAL
The goal is for the Ambassadors to know what the care labels stand for and eventually know how to read them and how items should be cared for.

This is a two day session 


 #1

HOW
Make a print of al the care symbols shown in the document WASH SYMBOLS  and show this to the ambassadors. Together you will go trough them and by asking questions and explaining the care symbols you will let them understand what they mean. Also grap a few items to make a few examples of how care symbols can be combined.


DO
Read all the steps and get what you need. Print the document.

  • Give a short introduction to the team and explain the goal.
  • Take the Ambassadors through the symbols and give some examples with some different articles.

RECAP
Summarize the morning session. Explain the importance of giving good care advice about the garments.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Basic: grap fabrics that are easy to explain
Avanced: grap fabrics were the care advise is harder to give.


FOLLOW UP
Tell the Ambassadors that if they are not sure about the advice giving to look in the label. Advise them to read the document WASH SYMBOLS  and the document FABRICS.



GOAL
The goal is for the Ambassadors to know what the care labels stand for and eventually learn how to read them and know how items should be treated and handled. Ambassadors should learn the care instructions for the most populair items in the collection. This is a two day session #2


HOW
Print the document WASH SYMBOLS and cut out the symbols. also cut off the text for this exercise. Keep a second page as a copy. Mix the cards and grap a few items from the collection. Let the Ambassadors put the right (what they think is the best solution) caresymbols together for the item.


DO
Read all the steps and get what you need. Print the document.

  • Give a short introduction to the team and explain the goal.
  • Go through the items one by one and let the Ambassadors put the cards with the product.

RECAP
Summarize the morning session. Explain the importance of giving good care advice about the garments.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Basic: grap items that are easy to explain
Avanced: grap items were the care advise is harder to give.


FOLLOW UP
Tell the Ambassadors that if they are not sure about the advice giving to look in the label. Advise them to read the document WASH SYMBOLS  and the document FABRICS.

Appearence

GOAL

As a brand Ambassador look and appearance play a big role in the non verbal communication with the customer. Besides that it is a skill being able to analyze this and understand the effect is has on others. This part of the appearance is focused on look and body language.


HOW
Analyzing appearance is an exercise in which the Ambassadors will analyze the appearance on one of their colleagues. This can be done by looking at the outfit, hairstyle, makeup, shoes and body language.


DO

  • Read all the steps and collect what you need and choose a stylist you want use for an example.
  • Give a short introduction to the team and explain the goals.
  • Introduce the stylist who will be analyzed. Ask the other stylists to analyze his/her appearance by using keywords. Don’t forget to include positives as well as negatives.

RECAP
Summarize the session, take some time to ask questions.
– How does the stylist feel with the given comments
– Does he/she agree
– Did he /she know the effect of his /her appearance?
– What does he/she want to express? What suggestions could be made to
achieve a desired impression or does she/he hit the mark?!

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Try to do this in a ‘sandwich’ manner if a negative is said make a positive out of it or ‘sandwich’ it between to positives.Do this session several times with other stylists. Or try to discuss more stylists per session. Be the first one to be analyzed.


FOLLOW UP
Always keep in mind and remember the team that clear communications in whatever field is key. Are the Ambassadors aware of their appearance. Not only their body language but their look as a brand Ambassador as well?

Terms

GOAL

The goal of this exercise is to learn the new collection and to get tho know all the different terms that are used to describe the new collection.


HOW
Look up all the terms in the LOOKBOOKS per collection and look at the video and campaign photo’s. each take a peace of paper and pen to write down ehat you think is the look and feel per collection. what are the hihglights and what is the essence of it.  Make sure you have one big paper, a4 and pens.


DO
Introduce the morning sessions and explain the goals. Discuss all the documents with the Ambassadors ( per collection) and write down all the terms that are relavent for the collections. Think of techniques, keywords, fits, fabrics look and feel of the collections and brand.  Start the discussion, who has what terms and let the Ambassadors provide what they have written down and make a mind map/ summery.


RECAP
Summarize the session, take some time to awsner questions. Make sure you know the meaning of the terms mentioned. If not find the meaning of them. Make the Ambassadors learn form ach other.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Repeat the session with every (new) collection to see if there are new terms which are important to know. Share the knowledge with the other store by placing it on the academy.  Place the paper in sight 


FOLLOW UP
By repeating the terms on the shopfloor or going over the them sponteaniusly with the team it will become easier to use them more fluently in a conversation. 


Fabrics

GOAL
This session is about learning the different ways fabrics are made and the characteristics of the fabric. (Repeat this session with different products to get to know those techniques one by one and be able to explain them to the customer.)

This is a two day session


HOW
Read the document FABRICS and SPECIALTIES and then choose the items you want to talk about. Choose only one specific kind of fabric, woven, knitted, gluwed etc. and find all the information about that. Maybe even movies. Make sure the Ambassadors make notes while you are going to give the information about this fabric.

note: Tell the Ambassadors that the next day, they will give the morningsession about the same technique but then about their characteristics. 


DO
Start with an introduction and explain the relevance of this topic.

  • Show the Ambassadors the item(s) you have collected and tell them how it’s made.
  • Share the importance of sharing this with the customer. This additional information is what makes the brand and you as an Ambassador very important.
  • (show the short clip if this is available.)
  • Answer all the questions from the Ambassadors.

RECAP
Summarize the session and the goal of the excersise to learn all the additional information and knowledge of the fabrics and items in the collection.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Make sure all the items  are discussed. This way the ambassadors will have all the knowledge. pay attention to this topic for a few days. Let the Ambassadors take notes. 


FOLLOW UP
Listen if the Ambassadors use the additional information on the shopfloor. Give them pointers on how to best integrate this in their conversations. Advise the Ambassadors to read all the documents for the next morning session.


GOAL
This session is about learning the different ways fabrics are made and the characteristics of this way of making the fabric. (Repeat this session with different products to get to know those techniques one by one and be able to explain them to the customer.)


HOW
The Ambassadors have been notified that they will have to prepare for the morningsession today. The Ambassadors wil deliver the morningsession to the team one by sharing the information they have found about the characteristics of the fabric that has been discussed the day before.


DO
Start with an introduction and explain the relevance of this topic.

  • Let the Ambassadors take turn in sharing a piece of their information to the group. Together you wil make a whole story.
  • Answer all the questions from the Ambassadors.

RECAP
Let the stylists summarize the session and the goal of the excersise to learn all the additional information and knowledge of the fabrics and items in the collection.

FOLLOW UP
What are the key pointers for using it on the shop floor and how to integrate it trough the day?

ADJUST
What went well and what could go better? Did the team get it or should things be repeated? Also start with these reflections the next morning.


TIPS
Make sure all the items  are discussed. This way the ambassadors will have all the knowledge. pay attention to this topic for a few days. Let the Ambassadors take notes. 


FOLLOW UP
Listen if the Ambassadors use the additional information on the shopfloor. Give them pointers on how to best integrate this in their conversations.