Shelley

"I enjoy selling. I like our store's merchandise. We have a good product and I think our customers know that too."

Describe the contribution you make to your store and to Macy's Northwest.

It is always important to let the customer know about what is the good buy for the day. I try to keep it at the counter and add it in to what they are looking at or buying. I also try and let them know about the clearance tables around the department because they usually have pretty good deals and draw a crowd around them. I also follow through with transfers or other merchandise they are looking for. I think that adds to their overall shopping experience with the store.

It's also important to learn about the products you are selling. The more you practice, the more natural the selling becomes. I take advantage of the training the company gives and the vendor fairs we have each year.

You were recently recognized for your exceptional sales performance. Why do you enjoy selling and what makes it particularly rewarding on a daily basis?

I enjoy selling. I like our store's merchandise. We have a good product and I think our customers know that too.

What abilities or personal attributes make you a great salesperson?

I am honest and straightforward with the customers and I think that is really important. I tell them if the product they are looking at is worthy or not. If I get a lot of returns on a specific product, I won't continue to tell the customer it is great - knowing I will probably see it again in a few days. If I am not honest with them initially, they won't come back to me for future sales. I have a lot of repeat customers and I know a lot of them by name. I think that is why I'm successful.

What do you do to build relationships with customers and why is this important to you?

I keep a personal trade book. It helps me keep track of customers, especially the regulars. I jot down what they like and what they have already purchased. I have their addresses and phone numbers so I can call and tell them when a new product arrives that would match what they already have.

Providing consistent customer service is an ongoing challenge. How does your personal contribution and passion for the customer make your store the best it can be every day?

One example was a recent customer I helped. She came into the store in late May looking for a particular item. The problem was that the larger stores usually carry this product, but we don't. So I let her know that we could do transfers. I also told her I would honor its current price, plus give her the discount that was running that day. While I waited for it to come, I kept her up-to-date by calling her and reassuring her that I hadn't forgotten about her. After the first two weeks, I was worried that it didn't get sent or had ended up in the wrong place, so I ordered a second one. I called and told her that I had a second one on the way, just in case the first one never showed up. I let her know each week that I was still on it. The product finally came in over a month after I had ordered it. The morning it came in I called her before the store even opened and let her know it had arrived. She was so happy to hear it finally came in, she let me charge it over the phone on her credit card and I told her she could pick it up at her convenience. She told me it was really nice that I had followed through with it and was dedicated enough to not leave her hanging. That is the kind of customer service we try to give our customers.

What are your trade secrets? Are there any "techniques" you use to help initiate and/or close a sale?

When the customer first comes into the store, I usually try and give them a few seconds to look around. If you don't, they usually do not want help when you ask if you can assist them in finding anything. Once they have had a quick glance, I ask if they are looking for anything special. I also offer to help them carry things if they have a load that they can't handle themselves. I will even tell them they can pull their car up to the curb and I will take the merchandise out to them and help them load it up. Also, I will offer to print out a bridal registry for them at my station. It is often out of their way to go over to the other departments to print out the registry.

What is your most memorable sale?

I once had a customer come in that was looking for a specific item we had in one of our ads. We were actually sold out of it and didn't have it in stock but we could do transfers. It was kind of cutting it close because it was right before Christmas and she needed it for a gift. As with most transfers, it took a while and I ended up ordering a second one just in case. I followed through and kept her informed with what was going on with the product. The transfer actually showed up just days before Christmas. She was so thrilled. When I called to tell her it arrived she thanked me for working so hard. She said I saved her Christmas.