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1 Merchandise Presentation Standards 商品展示標準
2 Welcome 歡迎
3 At Tiffany & Company, we know the value of effective product presentation, and Merchandise Presentation Standards are an essential part of our strategic selling process. 在 Tiffany & Company,我們深諳有效商品展示的價值所在,而商品展示標準是我們的戰略性銷售過程的基本組成部分。
4 They increase client focus, enhance the store experience and augment product features all while fostering a secure store environment. 有效的商品展示能夠提高客戶的關注度,增強店鋪體驗,放大產品特性,同時促進營造更安全的店內環境。
5 In this program, you’ll learn not only how to boost the effectiveness of your presentations, but also how you can prevent theft and promote security. 在本課程中,你不僅能學習如何提高展示的有效性,還將了解如何預防盜竊事件,增強店鋪的安全性。
6 WATCH VIDEO 觀看視訊
7 A Matter of Seconds 盜竊瞬間發生
8 Theft is a reality for all retailers, and Tiffany and Company is no exception. 盜竊無處不在,零售商應嚴加防範。Tiffany& Company 也不例外。
9 Although it sounds like a cliché, theft can happen very quickly, in a matter of seconds. 雖是老生常談,但盜竊事件往往作案迅速,就是幾秒鐘的事情。
10 LB – A Matter of Seconds Video LB – 「盜竊瞬間發生」視訊
11 DISTRACTED SALES PERSON LEADS TO GRAB AND RUN 疏忽大意的銷售人員令小偷有機可乘
12 In a situation like this, an opportunistic thief looks for a moment when your eyes are turned to grab the merchandise and leave the store. 在這種情況下,見財起意的小偷會瞅准時機,趁你不注意時偷走商品並離開店鋪。
13 There are steps, however, that you and every Sales Professional can take to minimize this type of theft and to help control the sale. 但是,你和每個銷售人員都可以採取一些措施,將此類盜竊事件的發生機率降至最低,以幫助管理銷售商品。
14 In this course, you will learn about Merchandise Presentation Standards, a set of guidelines governing how to present merchandise to customers. 在本課程中,你將學習商品展示標準(指引如何將商品展示給顧客的一系列指南)。
15 These standards, when properly followed, will help you provide your client with a better Tiffany experience, in addition to helping to foster a secure environment. 嚴格遵守這些標準有助於營造一個安全的環境,除此之外,還有利於為顧客提供更好的 Tiffany 購物體驗。
16 How do you reduce theft by distraction? 如何減少因分散注意力而導致的盜竊?
17 Limit the amount of merchandise being shown. 限制展示的商品數量。
18 Use the 3-4-5 Merchandise Presentation Standard. 採用 3-4-5 商品展示標準。
19 One way that you can help us reduce loss from distraction theft is by limiting how much merchandise is being shown to a customer at any given time. 有助於減少因分散注意力而導致發生盜竊事件的其中一種方式是在給定時間內限制向顧客展示的商品數量。
20 We’ve developed the 3-4-5 Merchandise Presentation Standard to help you keep track of how many pieces are being shown. 我們制定了 3-4-5 商品展示標準,以幫助你牢記展示的商品數量。
21 3 pieces at a time 一次 3 件
22 Rule of 3 規則「3」
23 As a general rule, you can show a customer three pieces of merchandise at one time. 通常情況下,一次可向顧客展示三件商品。
24 Exception #1 例外情況 1
25 4 wedding bands per couple 一對情侶 4 枚結婚戒指
26 Rule of 4 規則「4」
27 There are two exceptions to the general rule of 3, and one of them is for wedding bands. 通常,規則「3」有兩種例外情況,其中一種為結婚戒指。
28 If you are showing wedding bands to a couple, three is a pretty inconvenient number! 如果向情侶展示結婚戒指,「3」的確是個不太方便的數字﹗
29 Sometimes two customers who are shopping together might ask to compare two pairs of wedding bands, therefore you can show four wedding bands when two customers are shopping together. 有時,一同前來購買的兩位顧客可能會要求對比兩對結婚戒指,因此,你可以向同時前來購物的兩位顧客展示四枚結婚戒指。
30 Exception #2 例外情況 2
31 5 silver pieces 5 件銀飾品
32 5 stackable rings 5 件同款戒指
33 Rule of 5 規則「5」
34 The other exception is for silver pieces and any ring that is considered stackable, such as Celebration rings. 另一種例外情況為銀飾品和同款戒指,如慶祝戒指。
35 Showing several stackable rings together may encourage additional add-on purchases. 一併展示多件同款戒指有助於增加額外購買。
36 Five of these items can be shown at a time. 一次可展示五件此類商品。
37 With presentation pad 使用展示墊
38 Without presentation pad 不使用展示墊
39 Presentation Pad 展示墊
40 Makes merchandise more visually appealing 令商品在視覺上更具吸引力
41 Makes tracking number of items easier 更易於看清展示的商品數量
42 Reduces risk of confusion 降低混亂風險
43 Reduces risk of distraction theft 減少分心盜竊事件
44 Helps maintain control of the sale 幫助管理銷售商品
45 Use Presentation Pads 使用展示墊
46 When you’re showing merchandise to a customer, whether it’s one piece or five pieces, it’s important that you use a presentation pad. 向顧客展示商品時,無論是一件還是五件,均需使用展示墊。
47 The presentation pad helps to make merchandise more visually appealing, since it focuses the customer’s attention on the items being shown. 展示墊可將顧客的注意力集中在所展示的物品之上,使得商品在視覺上更具吸引力。
48 It makes it easier to visually track the number of items that are out of the case at a time, reducing the risk of confusion and the risk of theft by distraction. 更易於看清一次展示的商品數量,降低混亂風險並減少因分散注意力而導致的盜竊事件。
49 Presentation pads also help maintain control of the sale. 展示墊還可幫助管理銷售商品。
50 A customer is looking to buy his mother a gold brooch. 一位顧客想給母親買一枚黃金飾針。
51 How many gold brooches may you show him at a time? 你一次可向該顧客展示幾枚黃金飾針?
52 Show what you know 展示你所了解的知識
53 Show what you know about the 3-4-5 Merchandise Presentation Standard. 請展示您所了解的 3-4-5 商品展示標準相關知識。
54 Incorrect. 不正確。
55 The correct answer is three. 正確答案為 3。
56 In general, you may show a customer three pieces of jewelry at a time. 一般來說,你一次可向顧客展示三件珠寶。
57 That’s right! 正確﹗
58 The correct answer is three. 正確答案為 3。
59 In general, you may show a customer three pieces of jewelry at a time. 一般來說,你一次可向顧客展示三件珠寶。
60 A woman asks if she can try on silver bracelets. 一位女顧客詢問是否可以試戴銀手鐲。
61 How many may you show her at a time? 你一次可向她展示幾個手鐲?
62 Show what you know 展示你所了解的知識
63 Incorrect. 不正確。
64 The correct answer is five. 正確答案為 5。
65 Customers may be shown five pieces of silver or five stackable rings at a time. 一次可向顧客展示 5 件銀飾品或同款戒指。
66 That’s right! 正確﹗
67 The correct answer is five. 正確答案為 5。
68 Customers may be shown five pieces of silver or five stackable rings at a time. 一次可向顧客展示 5 件銀飾品或同款戒指。
69 A newly engaged couple is interested in purchasing wedding bands. 一對剛訂婚的情侶想購買結婚戒指。
70 How many may you show them at a time? 你一次可向他們展示幾枚?
71 Show what you know 展示你所了解的知識
72 Incorrect. 不正確。
73 The correct answer is four. 正確答案為 4。
74 Two people shopping together may see four wedding bands at a time. 一次可向一起前來購買戒指的情侶展示四枚結婚戒指。
75 If there is one customer, that person may only see three at a time. 如果只有一位顧客,一次僅可展示三枚。
76 That’s right! 正確﹗
77 The correct answer is four. 正確答案為 4。
78 Two people shopping together may see four wedding bands at a time. 一次可向一起前來購買戒指的情侶展示四枚結婚戒指。
79 If there is one customer, that person may only see three at a time. 如果只有一位顧客,一次僅可展示三枚。
80 Use a private viewing area when the combined value is: 總價值達到以下金額時,請使用私人觀賞區︰
81 $75,000for SDRs or Celebration rings $75,000(SDR 或慶祝戒指)
82 $500,000 for all other items $500,000(所有其他商品)
83 Security or management must be present anytime merchandise is valued over $100,000. 商品總價值超過 $100,000 時,需有保全或管理人員在場。
84 Price Points and Private Viewing Area 價格點與私人觀賞區
85 A private viewing area is an excellent sales tool and can be used to enhance the store experience. 私人觀賞區是一個極佳的銷售工具,可增強顧客的店內購買體驗。
86 Even if your store doesn’t have one, asking a customer to sit down with you during your sales presentation can encourage a more open dialogue. 即使你所在的店鋪未設私人觀賞區,請顧客與你同坐,並向其展示商品,可加強與顧客之間的交流。
87 But did you know that a private viewing area is also a great theft deterrent? 但你是否知道,私人觀賞區對小偷來說也是一種很好的威懾?
88 In fact, having a client go to this area is such a fundamental security practice, that sales professionals are required to use it when merchandise exceeds two specific price points: 事實上,讓顧客進入私人觀賞區是一項非常基本的安全舉措,商品超過以下兩個特定價格點時,銷售人員需要使用私人觀賞區︰
89 Whenever your presentation includes SDRs or Celebration rings valued over a combined $75,000 當展示商品(包括 SDR 或慶祝戒指)的總價值超過 $75,000 時
90 Whenever your presentation includes any other items valued over a combined $500,000 當展示商品(包括任何其他商品)的總價值超過 $500,000 時
91 Also, for your protection and the protection of your clients, security or management must be present for presentations that involve merchandise valued over a combined $100,000. 同樣,為了保護你和顧客,對於總價值超過 $100,000 的商品展示,須有保全或管理人員在場。
92 Any merchandise $500,000 or more $500,000 或以上的任何商品
93 Show in a private viewing area and notify management or security, who needs to be present 在私人觀賞區展示,通知管理人員或保全到場
94 Any merchandise $100,000 or more $100,000 或以上的任何商品
95 Notify management or security, who needs to be present 通知管理人員或保全到場
96 Solitaire Diamond Rings and/or Celebration rings 單粒鑽戒指及/或慶祝戒指
97 $75,000 or more $75,000 或以上
98 Show in a private viewing area 在私人觀賞區展示
99 Price Points 價格點
100 Review 回顧
101 The 3-4-5 rule and the price points may be lower in some markets. 3-4-5 規則和價格點在某些市場可能較低。
102 Sales Professionals need to confirm them with store management. 銷售人員須與店鋪管理人員進行確認。
103 At the New York flagship store, the price point for all categories is $500,000. 在紐約旗艦店,所有類別的價格點均為 $500,000。
104 Price Point 價格點
105 Procedure 步驟
106 $75,000 or above in SDRs or Celebration Rings $75,000 或以上(SDR 或慶祝戒指)
107 Use a private viewing area 使用私人觀賞區
108 $100,000 or above in merchandise $100,000 或以上(商品)
109 Notify management or security, who needs to be present. 通知管理人員或保全到場。
110 $500,000 or above in merchandise $500,000 或以上(商品)
111 Use a private viewing area AND notify management or security, who needs to be present 使用私人觀賞區,並通知管理人員或保全到場
112 Price Points Review 價格點回顧
113 Using a private viewing area and being mindful of price points adds an extra layer of customer service and additional security against theft. 使用私人觀賞區並留意價格點,為顧客提供增值服務,防止盜竊事件的發生。
114 The Merchandise Presentation Standards presented in this training module are the standard applicable to all markets. 本訓練模組中所講述的商品展示標準適用於所有市場。
115 However, the 3-4-5 rule for showing merchandise to a customer and the price points for showing merchandise may be lower in some markets. 但是,向顧客展示商品的 3-4-5 規則和展示商品的價格點在某些市場可能較低。
116 Sales Professionals need to confirm them with store management. 銷售人員須與店鋪管理人員進行確認。
117 Also note that at the New York flagship store, the price point for all categories is $500,000. 另請注意,在紐約旗艦店,所有類別的價格點均為 $500,000。
118 WATCH VIDEO 觀看視訊
119 What Went Wrong? 哪裡出了差錯?
120 Do you remember the video from the beginning of this course? 是否還記得本課程開始時播放的視訊?
121 Why did the thief decide to take the merchandise at that exact time? 小偷為何選擇在這個時間點盜竊商品?
122 Let’s watch it again. 讓我們再看一遍。
123 LB – What Went Wrong Video LB – 「哪裡出了差錯」視訊
124 Do not let merchandise leave 切勿讓商品超出
125 your reach or your line of sight. 你的觸及範圍或視線範圍。
126 Don’t Leave Items Unattended 切勿讓商品離開自己的視線
127 In this situation, the thief was waiting for a moment when the Sales Professional was distracted, when the necklaces were out of the line of sight to commit his grab and run. 在這種情況下,小偷會趁銷售人員分心或項鍊離開其視線範圍時行竊並逃之夭夭。
128 As a Sales Professional, you need to provide a professional selling experience while also providing a secure environment. 作為銷售人員,你需要提供專業的銷售環境,同時還應提供安全的銷售環境。
129 If a skilled thief like this is looking for an opportunity, all you would have to do is turn your back to look something up for him in the computer or spend a few extra seconds looking for something in a bottom drawer. 如同本視訊中所呈現的情形,技藝高超的小偷會尋找下手機會,趁你轉過身去為其在電腦中查找某件商品,或花幾秒鐘時間在底部抽屜中尋找物品時快速行竊。
130 No matter what the situation, it’s critical that the merchandise not leave your reach or your line of sight. 無論何種情況,關鍵在於,勿讓商品離開你的觸及範圍或視線範圍。
131 Without your oversight, our assets are unprotected. 沒有你的看管,我們的財產就會面臨危險。
132 What happens 如果
133 when casedoors aren’t 陳列櫃的門沒有鎖上,
134 Opportunity Can Result in Theft 疏忽大意滋生盜竊事件
135 Now take a look at this video. 現在,請觀看此視訊。
136 What happens when case doors aren’t locked properly? 如果陳列櫃的門沒有鎖上,會發生何種情況?
137 LB – Opportunity Can Result in Theft Video LB – 「疏忽大意滋生盜竊事件」視訊
138 ALWAYS lock showcase drawers or doors. 始終鎖好陳列櫃的抽屜或門。
139 NEVER leave keys unattended. 切勿讓鑰匙離開自己的視線範圍。
140 Always Lock Up and Safeguard the Key 始終上鎖並保管好鑰匙
141 Thieves are always looking for the right moment, and this one found it. 小偷總是在尋覓合適的機會,這個小偷就得手了。
142 You can see why it is so important to lock the showcase doors or drawers properly when removing and replacing jewelry. 你可以看到,為何在移取或替換珠寶首飾時必須要鎖好陳列櫃的門或抽屜。
143 To avoid this type of situation, always lock and remove your key from the showcase drawers/doors and never leave keys unattended. 為避免出現這種情況,請始終鎖好陳列櫃的抽屜/門並取下鑰匙,絕不要將鑰匙留在上面。
144 What else goes wrong? 還有哪裡出了差錯?
145 Thieves Love Easy Targets 小偷鍾愛簡單的對象
146 In this video, you’ll see a Sales Professional wisely adhering to the 3-4-5 rule. 在此視訊中,你將看到專業銷售人員明智地遵循了 3-4-5 規則。
147 However, something else goes wrong. 但是,還是有些地方出了差錯。
148 LB – Thieves Love Easy Targets Video LB – 「小偷鍾愛簡單的對象」視訊
149 DON’T use multiple piece forms to show merchandise. 切勿使用多格首飾盒展示商品。
150 DON’T use forms to show solitaire diamond rings or studs. 切勿使用首飾盒展示單粒鑽戒指或耳釘。
151 Use Forms Correctly When Presenting Merchandise 展示商品時,請正確使用首飾盒
152 The Sales Professional used a multiple-piece form to show the bracelets. 銷售人員使用多格首飾盒展示多條項鍊。
153 When the thief saw his opportunity, he was able to grab the entire form, making it even easier to steal all three bracelets at one time. 若小偷找到機會,便能拿走整個首飾盒,更易於一次偷竊所有三條項鍊。
154 Forms have a greater surface area, making it easier for a thief to grab it and run. 首飾盒的表面積更大,小偷更容易拿走首飾盒並逃之夭夭。
155 In order to make this type of theft more difficult. 為預防此類盜竊事件,
156 Don’t use multiple-piece forms when presenting merchandise to a customer. 切勿使用多格首飾盒向顧客展示商品。
157 Don’t use forms at all when showing Solitaire Diamond Rings or diamond stud earrings. 切勿使用首飾盒展示單粒鑽戒指或鑽石耳釘。
158 Solitaire Diamond Rings are the most commonly stolen item at Tiffany. 單粒鑽戒指是 Tiffany 最常被竊取的商品。
159 One way you can make theft more difficult is by not using forms when showing them, since a ring or earrings on a form are easier to grab quickly than the same pieces lying on a presentation pad. 預防小偷行竊的一種方式是不使用首飾盒展示,與放置在展示墊上的相同數量的首飾相比,將戒指或耳釘放在首飾盒中更便於小偷快速抓走。
160 Martina has been showing necklaces to a customer. 瑪蒂娜正在向顧客展示項鍊。
161 All of the customer’s choices are found in the same case, so in order to save time, Martina leaves the case unlocked while working with this customer. 顧客選擇的所有項鍊都位於同一個陳列櫃中,因此,為了節省時間,瑪蒂娜向顧客介紹時沒有將陳列櫃鎖上。
162 Question 1 問題 1
163 Now it’s time to show what you know. 是時候展示你所了解的知識了
164 Rate each Sales Professional’s actions. 評價每個銷售人員的行為。
165 Click the green checkmark if they’ve followed the standards, and click the red x if they haven’t. 如果符合標準,按一下綠色核取標記,如果不符合標準,按一下紅色 x。
166 Incorrect. 不正確。
167 Although it is understandable that Martina would want to save time while retrieving a series of items from the same display case, it just isn’t safe to leave the doors unlocked. 雖然可以理解,瑪蒂娜想在從同一個陳列櫃中拿取首飾時節省時間,但不鎖櫃門是不安全的。
168 An unlocked door is an open invitation to theft. 未上鎖的櫃門,對小偷來說就是一個契機。
169 That’s right! 正確﹗
170 Although it is understandable that Martina would want to save time while retrieving a series of items from the same display case, it just isn’t safe to leave the doors unlocked. 雖然可以理解,瑪蒂娜想在從同一個陳列櫃中拿取首飾時節省時間,但不鎖櫃門是不安全的。
171 An unlocked door is an open invitation to theft. 未上鎖的櫃門,對小偷來說就是一個契機。
172 While looking at some earrings, a customer asks Martina if she has a similar pair in gold. 挑選耳釘時,顧客詢問瑪蒂娜有沒有類似的黃金耳釘。
173 Martina leaves the earrings on the pad, walks over to a drawer and quickly returns with the other earrings. 瑪蒂娜將耳釘留在展示墊上,走向一個抽屜,很快拿來另一對耳釘。
174 Question 2 問題 2
175 Incorrect. 不正確。
176 In the short time Martina was out of reach, the customer could easily have walked away with them. 在瑪蒂娜轉移視線的較短時間內,顧客可以輕而易舉的拿走耳環離開。
177 Sales Professionals should not leave items unattended or leave them with a customer. 銷售人員不應該離開商品,或將商品單獨留給顧客。
178 If this situation happens to you, you can take the merchandise with you or lock it up first. 如果你遇到這種情況,你可以帶走商品,或先將其鎖起來。
179 That’s right! 正確﹗
180 In the short time Martina was out of reach, the customer could easily have walked away with them. 在瑪蒂娜轉移視線的較短時間內,顧客可以輕而易舉的拿走耳環離開。
181 Sales Professionals should not leave items unattended or leave them with a customer. 銷售人員不應該離開商品,或將商品單獨留給顧客。
182 If this situation happens to you, you can take the merchandise with you or lock it up first. 如果你遇到這種情況,你可以帶走商品,或先將其鎖起來。
183 Martina is showing bracelets to a customer. 瑪蒂娜正在向一名顧客展示手鐲。
184 She asks Martina to check the cost of shipping one of them to her sister. 她請瑪蒂娜查看將手鐲郵寄給她的姊姊/妹妹的費用。
185 Before Martina turns around to use the computer, she puts the bracelets back in the case and locks it. 在瑪蒂娜轉身使用電腦之前,她將手鐲放回陳列櫃中並鎖上。
186 Question 3 問題 3
187 Incorrect. 不正確。
188 In the time it takes to check the computer, the merchandise could be stolen. 在查看電腦資料期間,商品可能會被偷走。
189 Sales Professionals should not leave merchandise unattended. 銷售人員不應該離開商品。
190 Martina made the right choice when she locked up the bracelets first. 瑪蒂娜先鎖上手鐲的做法是對的。
191 That’s right! 正確﹗
192 In the time it takes to check the computer, the merchandise could be stolen. 在查看電腦資料期間,商品可能會被偷走。
193 Sales Professionals should not leave merchandise unattended. 銷售人員不應該離開商品。
194 Martina made the right choice when she locked up the bracelets first. 瑪蒂娜先鎖上手鐲的做法是對的。
195 Theft Can Happen When You Least Expect It 盜竊可能會在你最不經意的時候發生
196 Whether you are taking several Celebration rings to show to a customer in a private viewing area or a necklace you are taking to the back to be polished, you also need to be aware that there are standards for how you transport the jewelry. 不管你是將幾枚慶祝戒指拿到一個私人觀賞區展示給顧客,還是將一條項鍊拿到背後擦拭,均須牢記使用傳遞首飾的標準方式。
197 LB – Theft Can Happen When You Least Expect It Video LB -「盜竊可能會在你最不經意的時候發生」視訊
198 ALWAYS use a Travel Book when transporting merchandise. 始終使用傳送盒傳遞商品。
199 Always Use a Travel Book 總是使用傳送盒
200 You may have noticed that a customer was helping to pick up the dropped items. 你可能已注意到顧客在幫忙撿起掉落的商品。
201 It would have been very easy for him to pocket one. 此時,顧客可以輕易的將商品放入口袋中。
202 For everyone’s safety, it’s important that any time you are transporting merchandise, you use a closed, lidded container, also called a travel book. 為了安全起見,當你在傳遞商品時,請使用密閉且帶有蓋子的容器(亦稱為傳送盒)。
203 As a general rule, it is not permitted. 通常情況下,這是不允許的。
204 Use your best judgement. 請發揮你的最佳判斷力。
205 Look for ways to provide great service and follow security guidelines. 提供最佳服務的同時,請牢牢遵循安全指南。
206 Customers Behind the Counter 櫃台後的顧客
207 Customers Behind the Counter 櫃台後的顧客
208 A customer wants to see an item on the computer that the store doesn’t have in stock. 一名顧客想要在電腦上查看一件櫃台中沒有存貨的商品。
209 Another customer wants to see a price tag that isn’t visible from the front of the display case. 另一名顧客想要查看從展示櫃前面看不到的價籤。
210 These are situations where a customer might end up behind the counter. 在這些情況下,顧客可能需要走到櫃台後面。
211 In general, you don’t want customers behind the counter because of the theft risk. 一般來說,由於存在盜竊風險,你不能讓顧客走到櫃台後面。
212 Use your best judgment in situations like these and look for ways you can provide great service and follow security guidelines. 在類似情況下,請發揮你的最佳判斷力,在提供最佳服務的同時,嚴格遵循安全指南。
213 When does the ring disappear? 戒指是什麼時候丟失的?
214 Theft Can Happen Right In Front of You 盜竊事件可能就在你面前發生
215 By now you know not to leave merchandise unattended. 現在你應該已經了解,不能讓商品離開你的視線範圍。
216 But did you know that theft can still happen right in front of you? 但是你知道嗎?盜竊事件有可能就在你面前發生。
217 Watch this video and see if you can spot the moment when the ring disappears. 觀看本視訊,你能看出戒指是什麼時候丟失的嗎?
218 Customer: 顧客︰
219 That’s beautiful. 真漂亮,
220 When I give this as a gift, how does that work? 如果我想買這個作為禮物送人,你們會怎麼包裝?
221 Do you put it in a box? 放進一個盒子嗎?
222 Sales Professional: 銷售人員︰
223 Yes, it will come in a blue velvet box 是的,裝在藍色絲絨盒中,
224 and we’ll put it in our Tiffany box. 然後再放入我們的蒂芙尼首飾盒裡。
225 Customer: 顧客︰
226 Can I see it? 我可以看看嗎?
227 Sales Professional: 銷售人員︰
228 The blue velvet? 藍色絲絨盒?
229 OK, this is how it would look. 好的,就是這樣子的。
230 Customer: 顧客︰
231 And you said it goes in another box, then? 你說還要放入另外一個盒子,是嗎?
232 Customer: 顧客︰
233 Can I see that, too? 我可以看看那個盒子嗎?
234 Sales Professional: 銷售人員︰
235 OK 可以
236 Sales Professional: 銷售人員︰
237 OK, it will go like that. 好了,就是這樣。
238 Customer: 顧客︰
239 It goes right in here. 把它裝進去,
240 and you close it like this. 然後你這樣合起來。
241 Sales Professional: 銷售人員︰
242 Yes 是的
243 Customer: 顧客︰
244 Great. 非常好,
245 I’ll take it. 我就買它了。
246 Sales Professional: 銷售人員︰
247 OK. 好的。
248 How will you be paying? 你要怎麼支付呢?
249 Customer: 顧客︰
250 Can you just hold that. 你可以先拿著它嗎?
251 I left my card in the car. 我把卡忘在車里了。
252 I’ll be right back. 我馬上回來。
253 Sales Professional: 銷售人員︰
254 OK 可以
255 LB – Theft Can Happen Right In Front of You LB - 盜竊事件可能就在你面前發生
256 ALWAYS open the box to make sure the merchandise is still inside. 始終牢記打開盒子以核實商品是否還在裡面。
257 NEVER give an unpurchased item to a customer in the box. 切勿將未售出的商品放進盒子中交給顧客。
258 Open the Box Before Wrapping 在包裝前打開盒子
259 In the video, the thief removed the ring from the box and then returned the empty box to the Sales Professional. 在本視訊中,小偷將戒指從盒子中拿走,然後將空盒子還給銷售人員。
260 The Sales Professional lost control of the sale and never realized the box was empty. 銷售人員被銷售沖昏了頭,沒有意識到盒子是空的。
261 In fact, no one will know that the theft occurred for several minutes, when the customer doesn’t return, and the Sales Professional puts the ring back in the display case. 實際上,在盜竊事件發生後幾分鐘內,大家都沒有意識到這個問題,直到顧客沒有回來,銷售人員想要將戒指放回展示櫃時才知道戒指已經丟失。
262 By then, the thief will be long gone. 那時,小偷已經走遠了。
263 This is a common technique used by thieves. 這是小偷慣用的一種盜竊手法。
264 We have been victimized by this exact crime more than once, and this type of distraction theft has created some of the largest losses we’ve ever had as a company. 相同的犯罪手法屢屢得手,這種分散注意力的盜竊方式已經讓我們公司蒙受了最巨大的損失。
265 In general, it is recommended that you do not give an unpurchased item to a customer in the box. 一般建議不要將未出售的商品放在盒子中交給顧客。
266 If you feel, in the interest of customer service, that you should show the item in the box, be sure to check that the merchandise is still in the box when the customer hands it back to you. 如果你認為應該遵照顧客的意愿將商品放進盒子中展示商品,請務必在顧客將盒子還給你時核實戒指是否仍在盒子裡。
267 Wrap merchandise AFTER the sale is finalized. 在銷售完成後才對商品進行包裝。
268 Wrap Merchandise After the Sale Is Finalized 在銷售完成後才對商品進行包裝
269 Another helpful tip for Sales Professionals is to only wrap a box after a sale is finalized. 向銷售人員傳達的另外一個有用貼士是︰只在銷售完成後才用盒子包裝起來。
270 Do not be deceived by requests such as, “I need it to be wrapped for cultural reasons,” “I need to put my business card inside with the ring,” or “I need the product to be wrapped now, and I’ll come back and pay for it later.” 不要被一些要求所蒙騙,比如,「由於文化原因,我要將它包起來」,「我要將名片與戒指一起放在裡面」,或者「現在請將商品包起來,我一會回來付錢」。
271 Wrapping a box in front of the customer is a great way to conclude a sale. 當著顧客的面用盒子包裝妥當是完成銷售的最佳方式。
272 In addition, when a box is being wrapped, it always signifies that merchandise has been paid for, making it easier for security team members to spot a potential theft. 此外,用盒子包裝起來通常表明商品已經付款,保全人員更容易看出是否存在盜竊行為。
273 Submit 提交
274 Type your answer here, then click “Submit” to compare your answers to ours. 在此處鍵入你的回答,然後按一下「提交」,將你的回答與我們的答案做比較。
275 Can you spot the mistake? 你可以看出錯誤嗎?
276 SHOW WHAT YOU KNOW 展示你所了解的知識
277 Show What You Know 展示你所了解的知識
278 Now it’s time to show what you know. 是時候展示你所了解的知識了
279 Take a look at each of the following pictures, and see if you can spot the mistake the Sales Professional made. 查看以下每張圖片,你能看出銷售人員所犯的錯誤嗎?
280 Type your answer in the box, then click Submit to compare your answer to ours. 在方塊中鍵入你的答案,然後按一下「提交」將你的回答與我們的答案做比較。
281 The Sales Professional needs to use a travel book when transporting merchandise. 銷售人員必須使用傳送盒來傳遞商品。
282 Submit 提交
283 Type your answer here, then click “Submit” to compare your answers to ours. 在此處鍵入你的回答,然後按一下「提交」,將你的回答與我們的答案做比較。
284 Can you spot the mistake? 你可以看出錯誤嗎?
285 SHOW WHAT YOU KNOW 展示你所了解的知識
286 Show What You Know 展示你所了解的知識
287 Customers should remain in front of the counter. 應始終讓顧客站立/坐在櫃台的前面。
288 Submit 提交
289 Type your answer here, then click “Submit” to compare your answers to ours. 在此處鍵入你的回答,然後按一下「提交」,將你的回答與我們的答案做比較。
290 Can you spot the mistake? 你可以看出錯誤嗎?
291 SHOW WHAT YOU KNOW 展示你所了解的知識
292 Show What You Know 展示你所了解的知識
293 Always wrap merchandise after the sale is finalized. 始終在完成銷售後才包裝商品。
294 You can expect the Security or Management Team to: 你希望保全或管理團隊能夠︰
295 Identify the occurrence and advise the Sales Professional of the applicable MPS. 識別問題並建議銷售人員遵循適當的商品展示標準。
296 Document the incident using the security reporting APIS system. 使用安全報告 APIS 系統記錄事件。
297 What to Expect From the Security Team 你希望保全團隊做些什麼
298 Store management and the security team (when available) are specifically trained to know Merchandise Presentation Standards and may occasionally notice an instance where a Sales Professional could be doing something in a safer way. 儲存管理和保全團隊(如可用)經過特別訓練,了解商品展示標準,並可能在銷售人員以不夠安全的方式銷售商品時發現問題。
299 Should this occur, you can expect the security or management team to: 發生這種情況時,你希望保全或管理團隊能夠︰
300 Identify the occurrence and advise the Sales Professional of the applicable Merchandise Presentation Standards. 識別問題並建議銷售人員遵循適當的商品展示標準。
301 Document the incident using the security reporting APIS system. 使用安全報告 APIS 系統記錄事件。
302 If you suspect theft: 如果你懷疑發生盜竊事件︰
303 Report missing merchandise to management or security immediately. 立即將丟失的商品報告給管理人員或保全。
304 What To Do in the Event of Theft 發生盜竊事件時該怎麼辦
305 If you notice that there could be merchandise missing, you will want to report this to management or security right away so they can look into why it is missing. 如果你發現有商品丟失,應立即報告管理人員或保全,以便他們調查丟失的原因。
306 It is everybody’s responsibility to help us limit losses. 每個人都有責任幫助我們將損失降至最低。
307 Work with your manager and security team. 與你的經理或保全團隊合作。
308 Find ways to help provide great customer service while still maintaining a safe shopping experience. 為顧客提供最佳服務,同時保持安全的購物體驗。
309 Exceptional Service 卓越的服務
310 While you are trying to provide the Tiffany experience to our clients, exceptions to the Merchandise Presentation Standards may be required. 在竭誠為我們的客戶提供蒂芙尼購物體驗時,可能需要用到商品展示標準的例外規定。
311 Work with your manager and security team; together you can find ways to provide great customer service while still maintaining a safe shopping experience. 與你的經理和保全團隊合作,一起探索更好的服務方式,從而在提供最佳顧客服務的同時維持安全的購物體驗。
312 Click each icon for a review of the Merchandise Presentation Standards. 按一下每個圖示查閱商品展示標準。
313 Summary 總結
314 Savvy thieves know just what to look for, the moment of distraction. 精明的小偷知道他們的目標,在你分心時伺機行竊。
315 Now you know that there are many ways you can limit the risk of theft. 現在你應該已經了解,降低盜竊風險的方式有很多。
316 Click each icon for a review of the Merchandise Presentation Standards. 按一下每個圖示查閱商品展示標準。
317 Do not wrap merchandise until the sale is finalized. 銷售完成後才包裝商品。
318 Open the box to be sure the item is still inside. 打開盒子以核實商品是否仍在盒子裡。
319 Don’t allow customers behind the counter. 請勿允許顧客進入櫃台後面。
320 Transport merchandise in a closed, lidded container (travel book). 使用密閉、帶有蓋子的容器(傳送盒)傳遞商品。
321 Don’t use forms when showing Solitaire Diamond Rings or diamond stud earrings. 展示單粒鑽戒指或鑽石耳環時,請勿展示多件商品。
322 Don’t use multiple-piece forms. 請勿展示多件商品。
323 Lock showcase doors/drawers, and don’t leave the key unattended. 鎖好櫥窗門/抽屜,保管好鑰匙。
324 Don’t leave items unattended or with a customer. 請勿讓商品離開自己的視線或將其單獨留給顧客。
325 Pay attention to the price point limits. 注意價格點限制。
326 Use a presentation pad. 請使用展示墊。
327 Follow the 3-4-5 Merchandise Presentation Standards Rule. 遵循 3-4-5 商品展示標準規則。
328 Merchandise Presentation Standards Quiz 商品展示標準小測驗
329 Click Next to begin. 按一下「下一步」開始。
330 Merchandise Presentation Standards Quiz 商品展示標準小測驗
331 Now it’s time to show what you’ve learned in this course. 現在,你可以展示你在本課程中所學到的知識了。
332 For each of the following photos, choose Yes or No to tell whether the Sales Professional is following the Merchandise Presentation Standards. 對於以下每張照片,請選擇「是」或「否」以確定銷售人員是否遵循商品展示標準。
333 Yes
334 No
335 Is this consistent with the Merchandise Presentation Standards? 這是否遵循了商品展示標準?
336 Question 1 問題 1
337 Incorrect. 不正確。
338 This Sales Professional is following the 3-4-5 rule. 此銷售人員遵循了 3-4-5 規則。
339 It is appropriate to show three watches at a time, assuming the total value is under $100,000. 可以同時展示三塊手錶,前提條件是總價值低於 $100,000。
340 That’s right! 正確﹗
341 This Sales Professional is following the 3-4-5 rule. 此銷售人員遵循了 3-4-5 規則。
342 It is appropriate to show three watches at a time, assuming the total value is under $100,000. 可以同時展示三塊手錶,前提條件是總價值低於 $100,000。
343 Yes
344 No
345 Is this consistent with the Merchandise Presentation Standards? 這是否遵循了商品展示標準?
346 Question 2 問題 2
347 Incorrect. 不正確。
348 While this Sales Professional is following the 3-4-5 rule, he is not using a presentation pad. 雖然銷售人員遵循了 3-4-5 規則,但他並沒有使用展示墊。
349 Do not show jewelry by placing it on the display case. 請勿將珠寶首飾放在展示櫃中進行展示。
350 Using a presentation pad helps to visually track how many items are out at once. 使用展示墊有助於清晰顯示展示商品的數量。
351 That’s right! 正確﹗
352 While this Sales Professional is following the 3-4-5 rule, she is not using a presentation pad. 雖然銷售人員遵循了 3-4-5 規則,但她並沒有使用展示墊。
353 Do not show jewelry by placing it on the display case. 請勿將珠寶首飾放在展示櫃中進行展示。
354 Using a presentation pad helps to visually track how many items are out at once. 使用展示墊有助於清晰顯示展示商品的數量。
355 Yes
356 No
357 Is this consistent with the Merchandise Presentation Standards? 這是否遵循了商品展示標準?
358 Question 3 問題 3
359 Incorrect. 不正確。
360 Not only is it important for Sales Professionals to lock up display cases, but it is also important for them to make sure that the key is never left unattended. 銷售人員不僅要鎖上展示櫃,而且要確保看管好鑰匙。
361 That’s right! 正確﹗
362 Not only is it important for Sales Professionals to lock up display cases, but it is also important for them to make sure that the key is never left unattended. 銷售人員不僅要鎖上展示櫃,而且要確保看管好鑰匙。
363 Yes
364 No
365 Is this consistent with the Merchandise Presentation Standards? 這是否遵循了商品展示標準?
366 Question 4 問題 4
367 Incorrect. 不正確。
368 Merchandise needs to always be transported within a travel book. 確保始終將商品放在傳送盒中進行傳遞。
369 This Sales Professional is doing the right thing. 此銷售人員的做法是正確的。
370 That’s right! 正確﹗
371 Merchandise needs to always be transported within a travel book. 確保始終將商品放在傳送盒中進行傳遞。
372 This Sales Professional is doing the right thing. 此銷售人員的做法是正確的。
373 Yes
374 No
375 Is this consistent with the Merchandise Presentation Standards? 這是否遵循了商品展示標準?
376 Question 5 問題 5
377 Incorrect. 不正確。
378 Although we go out of our way to deliver the best in customer service, it is recommended that customers not go behind the counter. 雖然我們竭力為顧客提供最佳服務,但是仍然建議不要讓顧客進入櫃台後面。
379 That’s right! 正確﹗
380 Although we go out of our way to deliver the best in customer service, it is recommended that customers not go behind the counter. 雖然我們竭力為顧客提供最佳服務,但是仍然建議不要讓顧客進入櫃台後面。
381 Merchandise 商品
382 Presentation 展示
383 Standards 標準
384 Thank you for completing: 感謝你完成︰
385 Thank You 謝謝
386 Question Bank 1 題庫 1
387 Merchandise Presentation Standards 商品展示標準
388 Show What You Know 展示你所了解的知識

Client

CLS Course

Project Industry

E-Learning

Our Task

TEP (translation, edition, proofreading)

Language Pair

 English (US)  → 繁體中文 (臺灣) 

Skills Involved or Tools Used

Transee, DTP