Tag lines

At abercrombie there are specific phrases that the employees are supposed to say at certain points during a customers shopping experience.

"Hey, what's going on?" should be said as customers walk through the door. ( During orientation I was told that this phrase is meant to spark conversation between the employee and the customer, making the customer more motivated to engage with the employee or just feel more welcome in the store.)

While the customer is shopping there are the standard lines: " can I help you find anything" "Are you doing ok?" "Is there a size I can get for you?"

At the register there is another tag line. This line changes occasionally but as far as I can tell it always centers around Abercrombie's latest fragrence. " Have you tried fierce or Perfume 41?" was the old cashier tag line. This line was logical and very clear as to what the employee was referring to. The new tag line: " Have you met Colden and Wakley?" ( These are our new fragrences for the winter season.)

If the theft alarm goes off there is another script that we are supposed to repeat.

Always engage the customer. If you suspect a customer is stealing never accuse the customer but suggest another item or that one of the employees forgot to take the sensors off ( if the person is on his/her way out).

"excuse me can I put that shirt you just put in your bag in a dressing room for you?"
"Im sorry, someone at the register must have forgotten to take a sensor off of one of your items, do you mind if I check your bag for you?"



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