| Operations | People | Zones | Product | Customer Experience |
|---|---|---|---|---|
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What platform do we use to for inventory tracking? Receiving, Replenning, Inventory Movement, etc.
ShipHero
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What is your Store Directors name?
Extra Credit: What's her baby girl names?
Alex Hutson
Barron |
Name 3 Assigned Zones on our Zone Chart
Tester, Line Manager, Greeter, Guest Experience (Formerly Floater) Order Pick-up (2) Behind Counter and In-Front-Of Counter, Ampitheatre
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At what part of the Customer Journey do you sanitize product?
Before picking up
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who is allowed to receive a discount?
your dependents - family only
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What is BOPS?
Buy Online Pickup in Store
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What is the primary responsibility of a Tester?
Clean and Sanitize Product
Uphold VM Standards Replen Testers and Tester Tools |
T/F: you spray alcohol directly on monochromes?
False!
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what is the optimal fulfill time for a Customer Order?
3-5 minutes
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What is the Company we use to recycle Testers, Pink Pouches, and Used Testing Tools?
Tericycle
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Who do you go to for HR support? Time card tracking, uniforms, lockers, pay, benefits, etc.
Richard! HR Generalist
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Explain the role of Line Manager
Line Management - where you meet your next BFF, where you meet someone you wouldn’t normally
Giveaways, Engagement
, Authentic Connection, Value Add, Covid Protocol |
Explain the process of Shade Matching for a Customer
Preparing 2 Shades to test
Testing on the neck Look for which one disappears |
What KPI do we use to measure customer experience?
NPS - net promoter score
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You are a Greeter on Opening Day! Give us your 30-second Elevator Pitch for COVID Protocol
Welcome to Glossier LA!
We are able to test product here, but let me walk you through a few things to keep you and our community safe. You are able to briefly take your mask off to test, we just ask you put it back on once day. We ask there to only be 2-4 People at our Tables at a time. Hand sanitizer is available at every table At every table you'll notice a blank dish for Touched Product. Once your finished testing a product, please place here for an editor to sanitize. Our Table Signage indicates which tester tool to use on each product, please use tester tools, VS fingers or direct skin contact. If a bell is present, please call on an editor to support. |
What are 3 ASD Responsibilities w/ Name!
Maddy - partnerships and facilities
Alexus - logistics Ashlee - VM Deanna - Operations Es - Product Mebrack - Customer Experience |
What is the best solution for a customer who is in a rush, with a long line?
Direct them on their own phone, for a BOPS order, and communicate to BOH team to prioritize the order.
NOT using the IPAD, being at risk for wifi connectivity issues. |
What's the charitable causes and $ amount contributed by Glossier when purchasing an LA keychain?
new economics for women, at women's business center - providing women entrepreneurs particularly women of color and immigrant entrepreneurs across LA county, resources they need to actualize their dreams of economic independence
$5 |
When interacting with a guest, what is the ideal communication % breakdown?
70% Listening, 30% Talking
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What is the process for communicating a Missed Shift? and provide a brief overview for our Attendance Occurrence Policy
e-mail Alexandra.hutson@retail.glossier.com
- meet 85% attendance rate within the quarter |
What is the platform we use to share anonymous feedback?
Vault
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In the 7 Testing Table Zones - what is Zone 1?
Complexion and Set Table
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Name the 3 Holiday Kits
Bath
Essentials Cranberry lip trio |
What is the first thing to add to a Customer Cart (Per Bella's Role-play)
Bag Fee
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