Sales advisor induction workbook Retail Operations Level 2
UNIT 4 DUET CARD APPLICATIONS
Process payments and credit applications for purchase
Sales advisor induction workbook Retail Operations Level 2
UNIT 4 DUET CARD APPLICATION
Process payments and credit applications for purchase
Introduction
This unit is about how you contribute to the branch’s store card target, through selling DUET cards to customers at every opportunity. You will need the following people and tools to help you complete this unit: Your line Manager Your Area Trainer Your stores DUET card training manual The “3D” booklet
Sales advisor induction workbook Retail Operations Level 2
UNIT 4 DUET CARD APPLICATIONS
A Trained Sales Advisor can ………… Recommend the DUET card to every customer State the benefits of the DUET card State the main stores in the DUET network Handle customer objections State the 3 elements of 3D and sell them to every customer who opens a card
WHAT IS A DUET CARD?
In 1998 the Sears Card business ceased to exist and Creation was born. Creation provides financial services to retailers within the DUET network and looks after over 40 retailers in 7000 stores. That’s 7000 stores nation-wide where your customer can use their card. At the time of writing this, Creation has over 3 million customers! So how does it work? The DUET card works in exactly the same way as any other credit card. A customer applies for one, has to meet set criteria and if accepted, is sent a card. The difference between the DUET card and a regular credit card is that we can offer instant credit on the day and make special offers to our customers. The card can then be used in any store that is a member of the DUET network.
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Sales advisor induction workbook Retail Operations Level 2
WHAT ARE THE BENEFITS?
BENEFITS TO THE COMPANY Loyal Customers Customers, who have a DUET Store card, are more likely to come back and shop with you again and again Regular Customer Communication You can tell your customer what’s going on in the company each month by sending communication along with their statement Free Advertising You are advertising your brand with the whole DUET network through the DUET magazine, welcome directories, etc Higher Level of Customer Service Customers can take advantage of offers and promotions that noncardholders don’t get. 3D price protection is a great customer offer!
BENEFITS TO THE CUSTOMER Now refer to the DUET Card Manual and find out the following Customer benefits: How does a customer pay for their balance? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
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Sales advisor induction workbook Retail Operations Level 2
List in the boxes below 10 other stores who use the DUET network where our customers may also shop:
What is the current opening offer? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
What is a “bounceback” voucher? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
What is a lifestyle partner? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
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Sales advisor induction workbook Retail Operations Level 2
List in the boxes below 10 “Lifestyle partners” that might appeal to our customers:
Now find out about 3D cover and write your findings below (you will find information about 3D in the booklet – Creation 3D cover – A guide for store staff): ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
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Sales advisor induction workbook Retail Operations Level 2
SELLING THE CREATION CARD
Now you know a lot more about the DUET store card you will be able to start selling it to all our customers. This may seem a bit daunting at first, but think how many brilliant reasons we have covered in the first section of this unit for a customer to open a card. These are known as key selling points and will help you to encourage customers to open an account. List below the key selling points that you think would appeal most to customers of your store:
___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________
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Sales advisor induction workbook Retail Operations Level 2
PUTTING IT INTO PRACTICE
Now its time to put everything you have learnt into practice. You will need to arrange for your Line manager or a competent member of the team to train you in how to complete the paperwork and phone the application through. This simple checklist will help you to remember everything: Identify if the customer is eligible to apply for a card (see the DUET Card Training manual) Explain the features and benefits to them Allow time for the customer to decide and ask any questions they may have Obtain proof of signature Accurately complete the documentation Explain the features and benefits of 3D to them Complete the necessary credit checks by phoning the information through to Creation Process the sale through the till Find out what you would do in the event of the card application being referred and write your answer below: ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
What is accepted as proof of signature? ___________________________________________________________ ___________________________________________________________ ___________________________________________________________ ___________________________________________________________
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Sales advisor induction workbook Retail Operations Level 2
Once you have practised selling and opening cards for your customers, write an account below of one occasion when you have successfully opened a card – don’t forget to cover all the points in the checklist on the previous page: Unit Element
___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________
Employee signature: Line manager signature:
Date: Date:
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Sales advisor induction workbook Retail Operations Level 2
NOW LET’S TEST YOUR KNOWLEDGE AND FIND OUT HOW MUCH YOU HAVE LEARNT
K1. What are the company’s procedures for processing DUET card applications?
___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________
K2. What documents are required for DUET card applications?
___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________
K3. How can good customer service affect trading operations?
___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________
K4. What can you do to make sure each customer receives the correct amount of attention in busy trading periods, whilst still maintaining a responsibility towards other customers?
___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________
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