1. Scene 1 introduction
1.1. Hello! Welcome to the Module 1 selling refresh final assessment .
1.2. May I have your name ?
1.2.1. Fill in the name
1.3. Nice to meet you ( learner) . By now you should have completed Selling Refresh Module 1 learning.
1.3.1. Ok
1.4. To conclude your Module 1 learning you need to complete this scenario based learning assessment
1.4.1. Ok
1.5. This can be completed in 5 minutes, Do you have 5 minutes right now?
1.5.1. Yes
1.5.2. No
1.5.2.1. Session stopped
1.6. Great ! For this scenario, you will be a Style Advisor in a Lane Crawford store. Your objective is to attract customers attention by building a positive first impression and initiating a conversation. Shall we start ?
1.6.1. Yes
1.6.2. No
1.6.2.1. Session stopped
1.6.3. S
2. Scene Before Morning Briefing
2.1. Today is Tuesday and you are on A shift with one of your colleagues, Kris
2.2. When you are on the way to work on the MTR , you will …
2.2.1. Take a nap
2.2.2. Browse LC website
2.2.3. Check on Elsie
2.2.3.1. Obtain Elsie memo
2.3. Once you walk into your business unit, you see there are 10 carton boxes on the floor. What do you do?
2.3.1. So many new arrivals.
2.3.1.1. Unpack the cartons and handling the box-in process
2.3.1.1.1. Are you sure you have enough time to handle all of the new arrival?
2.3.1.2. Count the boxes and move all of them into the stockroom
2.3.1.2.1. That’s correct , there are no time for you to deal with this big shipment at the moment . Let’s get the store ready to open first !!
2.3.1.3. Hide them under a table
2.3.1.3.1. Ok
2.3.1.4. Open all of the boxes and check the condition and handle them afterwards
2.4. It is 9:40 , Time to attend the morning briefing. Your colleague has still not showing up.
2.4.1. Handle the new arrival and notify other BU , your BU is not going to attend the briefing
2.4.2. You try to call your supervisor and handle the new arrival without attending the morning briefing .
2.4.3. You try to call him and attend the morning briefing
2.4.3.1. In the briefing you hear about the new promotion from the mall .
2.4.3.1.1. You jot down key points
2.4.3.1.2. You pay attention to the briefing
3. Scene 3 After Morning Briefing
3.1. Your colleague is late today , so you are probably on your own.
3.1.1. You decided to stay near the Pos and check your email.
3.1.1.1. A customer comes towards you and asks about the latest shopping mall promotion
3.1.1.1.1. Because you have listed at the briefing and read the memo you can answer the customers enquiries politely and knowledgably
3.1.1.1.2. You can't remember the detail so you can only escort your customers to concierge. Customer is not happy because she had to wait in the long queue.
3.1.2. You decided to stay near the Pos and check your email.
3.1.2.1. A customer is holding an item which is wrapped in a plastic bag, and asks “ may I know if you have any more sizes .”
3.1.2.1.1. You forget to handle the new arrivals and the customer is not happy even though you explained
3.1.3. You decide to walk around around the department
3.1.3.1. You found the opened shipment box and put it back to stockroom
3.1.3.1.1. Yes, you should walk the floor and look at housekeeping standards to ensure it is ready for customers to shop. Don’t forget a clean and tidy shopping floor is one way we can build a positive first impression
3.1.3.2. You are walking to your Business unit. There is a man in front of you , taking a product off the rail, he doesn’t seem aware that you are there .
3.1.3.2.1. Hello Sir! may I help you ?
3.1.3.2.2. You take another path to so that you can approach the customer discreetly from the side.
3.1.4. You are going to check on the Fitting Room
3.1.4.1. A lady is standing in front of a mannequin and looks frustrated.
3.1.4.1.1. Hi, madam, Good morning!
3.1.4.1.2. She seems not in a good mood, you decide you are not going to bother her.
4. Scene 4
4.1. Your colleague finally arrives,
4.1.1. One of you are handling the new arrivals
4.1.1.1. And one of you stays on the selling floor
4.1.1.1.1. And B shift colleagues arrive.