Freccia go down

DISCOVER

DISCOVER

To EQUIP our customers with the kit that is right for them, we need to DISCOVER their needs and desires.
Explorers are always on the lookout for a new adventurers. Just like adventures, we too are always eager to discover more.
• You actively listen, encouraging our customers to share.
• You ask the right questions in the right order, so that you can find out their needs and desires.
This adventure will help us discover what our customers need.
Freccia go down

Active Listening

To show our customers that we are TRULY LISTENING, and not just hearing them, we need to use the 3 R’s of active listening:
CLICK TO DISCOVER MORE
REASSURE
We reassure our customer that we are listening to them with actions. We encourage them to speak by nodding, smiling or frowning (depending on what they are saying), and saying “Yes”, “OK” or “Uhm”.  
REFLECT
We reflect back keywords the customer has used to show we are truly listening.
RECAP
Once we have listened to our customers, we will need to summarise or recap what we have heard in order to confirm everything.
Freccia go down

HERE’S WHAT ACTIVE LISTENING COULD LOOK & SOUND LIKE…

CLICK TO DISCOVER MORE
EXAMPLE 1
Learn more
Juan wants a light, packable, wind and waterproof jacket for hiking in the mountains, and he likes the colour red:
Reassure:
“Of course!” / “Thanks for sharing.”
Reflect:
“Tell me a little more about your hiking trips.” / “Red is such a strong colour, what do you like the most about it?”
Recap:
“You seem really excited about this expedition! We do have a wind and waterproof jacket. It’s one of the best, lightest jackets we have, and it is even available in red so you’ll always be easy to spot at high altitude. You may have seen it on different expeditions on one of our athletes…”
EXAMPLE 2
Learn more
Erika wants a warm winter jacket. She has seen our short ‘Puffer’ jackets everywhere, but unfortunately she doesn’t know the name of this jacket or why it’s so popular, or even if it’s warm enough for winter:
Reassure:
“Sure!” / “You have come to the right place.” / “Of course, I can tell you everything you need to know.”
Reflect:
“Tell me a little bit more about why warmth is important to you.” / “You say the jacket is popular; can you tell me where you’ve seen it?”
Recap:
“Our Nuptse is one of our most iconic garments and it’s named after a mountain located two kilometers southwest of Mount Everest. It meets all your needs: it’s very warm, available in many colors and popular with explorers and city dwellers alike.”
Freccia go down

DISCOVER QUESTIONS

To DISCOVER the most information, we can ask two type of questions:

OPEN questions:
these cannot be answered with a “Yes” or a “No”;

PROBING questions:
these build upon what you have already discovered and aim to dive deeper into what you have heard.
CLICK TO DISCOVER MORE
OPEN QUESTIONS
Learn more
• “Who are you shopping for today?”
• “What do you need from your shoes?”
• “Where will you wear them?”
• “How versatile do you need your jacket to be?”
• “What has your experience with your current jacket been like?”
• “How do you want to feel when wearing this jacket?”
• “Which product features are most important to you?”
• “How do you feel in these pants?”
• “How will you use your duffel bag?”
PROBING QUESTIONS
Learn more
• “What’s most important to you?”
• “Can you tell me more?”
• “What do you like the most about your current jacket?”
• “Which colour do you prefer?”
• “How important is water resistance to you?“
• “What do you think of this style?”
• “Is this what you had in mind?”
• “How long have you been planning to do this trail?”
• “What is your main concern when outdoors?”
• “What alternatives have you considered?”
• “How does this look/sound/feel to you?”

Questions for connected customers

CLICK TO DISCOVER MORE

Nowadays our customers stay connected with The North Face through the use of their own personal devices. By the time customers visit our store, they may have already done their research and/or selected their product online. They will still come to our store for various reasons, as part of their journey with The North Face.

You may have witnessed or experienced this when customers show you a product on their mobile phone.
These are not always FILL MY BACKPACK! customers who know exactly what they require. They can also be LET'S EXPLORE customers who have heard the buzz about one of our products or events, or TAKE ME TO THE SUMMIT Brand advocates in need of another chat with a Product Expert about the latest technological details.
HYPERCONNECTED
QUESTIONS…
Learn more
• “How much do you already know about this technology/product? Our product expert can fill you in on any gaps or questions you may have.”
• “Our website is amazing! What have you already found out?”
• “Can I have a look at your screen to see what you have already found?”  
• “Can you tell me more about the article you’ve seen online?”
• “What products have you discovered online that you’d like to try?”
• “We can price match for you in-store.”

go to previous page

go to NEXT page


The North Face
Ambassador
‍
‍