Zumiez Sales Culture 7 steps - 2026 Updated version
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28 Terms
What is step 1?
Greet
What is step 2?
Build a rapport
What is step 3?
Determine needs and wants
What is step 4?
Product knowledge
What is step 5?
Alternatives and advice
What is step 6?
Suggest additional merchandise
What is step 7?
Close the sale and continue the experience
WHY greet?
To never miss a customer or a chance to engage
WHY build a rapport?
To continue building a relationship with our customers
WHY determine wants and needs?
To discuss, show, and place relevant products in the customer’s hand
WHY product knowledge?
To educate and empower choice
WHY alternatives and advice?
To capture the sale
WHY suggest alternative merchandise?
To build the sale and your commission
WHY close the sale and continue the experience?
To build relationships beyond our four walls
HOW to greet?
E.V.E.R.Y. in 10/10
HOW to build a rapport?
C.A.R.E.
HOW to determine wants and needs?
A.I.D.
HOW to share product knowledge?
6 C’s
HOW to offer alternatives and advice?
S.H.O.W.
HOW to suggest additional merchandise?
B.I.G
HOW to close the sale and continue the experience?
T.I.M.E.
What does E.V.E.R.Y stand for?
Evaluate your zone
Visit each customer & have them check-in within 10ft/10sec
Excuse yourself to help others
Revisit your customers with product
You’re doubling & tripling up!
What does C.A.R.E. stand for?
Create a bond
Ask 5 non-Zumiez open-ended questions
Relate to the customer
Experience authenticity & connection
What does A.I.D. stand for?
Ask open-ended questions
Identify wants and needs
Determine a selection of relevant products to show them
What are the 6 C’s?
Cut
Color
Cost
Care
Coordination
Content
What does S.H.O.W. stand for?
Show what’s available today
Hand them 3-4 items relevant to what they asked for
Offer additional options from SOLD
Work towards determining which items they like
What does B.I.G. stand for?
Because
I
Got
What does T.I.M.E. stand for?
Thank them for shopping with you
Invite them to connect on the app
Make sure they connect on chat and select their favorite store
Educate on events in the area