• Acknowledges customers promptly and courteously; gives them their undivided attention
• Acts promptly to deliver a personalised service to the customer
• Takes the opportunity to exceed the customer’s expectations
• Asks questions to confirm satisfaction
• Takes responsibility for resolving customer complaints promptly
• Demonstrates pride and commitment in M&S
Initiates and Closes the Sale
• Takes the initiative to understand the customer’s need
• Confidently articulates the relevant benefits of products/services and alternatives to customers
• Handles objections calmly and effectively
• Suggests relevant/appropriate channels for purchase e.g. internet, store, ipad etc
• Seeks to close a sale by guiding conversation to desired end point
Productive and Dependable
• Approaches work in a systematic and orderly manner
• Ensures high quality standards are met
• Works at pace to consistently achieve high levels of productivity
• Monitors and manages own levels of productivity
• Eager to learn about products during any downtime
Confident Communicator and Acts on Initiative
• Acts on own initiative without being prompted
• Takes responsibility for own work and mistakes
• Creates an immediate positive impression on others
• Projects an air of confidence in dealings with others
• Uses sound product knowledge and expertise
Flexible
• Approaches change and uncertainty positively
• Accepts new work routines, tasks, procedures or environments readily
• Modifies behaviour and approach to deal effectively with changing processes
Energetic and Enthusiastic
• Shows enthusiasm, drive and determination
• Maintains consistent levels of effort throughout the shift
• Sees things through to completion
• Pursues challenging tasks with tenacity and focus
• Is eager to learn
Approachable
• Demonstrates a genuine, natural interest in and understanding of others
• Takes time to listen attentively to what others have to say
• Adjusts approach to others based on emotional, behavioural and non-verbal cues
• Demonstrates tolerance and consideration for others
• Empathises with others
• Quickly builds rapport and puts others at ease
Team Player
• Balances own needs / tasks with those of the team
• Offers support to colleagues in difficult situations or busy work periods
• Adapts to the team
• Shares information and knowledge that may be of use to colleagues
• Accepts direction from others without undue challenge