WOW In-Store Experience

WOW in Store Experience 

We created a new playbook filled with everything you need to know about WOW-ing Guests in your stores! Our New Guest Program is filled with the “unwritten rules" many of you probably already practice in your stores, but you may never have been told about directly. All team members should be trained on our Guest Retail Guidelines as listed below.  

How to greet Guests 

 Phone Greeting  

 Make every attempt to answer the phone within the first three rings. No matter how busy or flustered you may be, always use a pleasant, non-rushed, and confident tone of voice.  

Phones should be answered with the following greeting:  

“Thank you for calling Edible® (name of city the store is in), this is (your name), how may I help you?”  

 If the customer would like to place an order, follow the Occasion-Based Selling process.  

 Once the phone call is completed, end the call with this (or a similar) phrase:  

“Thank you for calling Edible® and have a nice day”  

Hold Etiquette:   

Calls placed on hold will blink green at that station and will blink red at all other stations. You should never keep a guest on hold for an extended amount of time. Thirty (30) seconds is the longest a caller should be kept on hold. The phone will start to beep after sixty (60) seconds to remind you that someone is on hold. If you aren’t sure whether a caller on hold is being helped, you can always pick up the line and ask, “Are you being helped?” Be prepared to direct their questions to the right person, answer their questions if you know the answer yourself, or take their order.  

In Store Greeting  

When a guest physically visits your location, he/she should be welcomed with a warm greeting:  

Greet each visitor with eye contact and a smile.  

Walk out to where the visitor is. Do not stand behind the customer service counter to greet them.  

Proper greeting: “Welcome to Edible, my name is (your name), have you ever visited an Edible® location before?”  Be enthusiastic and make them feel welcome.  

 Some things to keep in mind  

Due to the nature of our product and service model, we cannot guarantee a specific delivery time. From time to time it may be necessary to agree to a specific time or window of time (i.e., a wedding or large event order). Any agreement to deliver within a specific timeframe must be approved by the store owner/manager.