The customer’s first few seconds in the store provides the perfect opportunity to set the tone for the rest of their visit. We want them to feel welcome.
Explore our customers
Explorers are always on alert and aware of their environment. We are the same in our store.
• Your genuine smile and greeting creates a sense of BELONGING for all customers.
• You create EXCITEMENT by being active, but you are never too busy to be interrupted.
This adventure will teach us how to best greet our customers.
The North Face Flypass
We know that most customers do not like being approached face-on. Equipped with that knowledge, we use the TNF Flypass technique. We stay active, moving around our zone.
When a customer arrives at the store, we approach them as though we are walking past them towards somewhere else. As we walk past them, we smile and say “Hi”, “Welcome to The North Face” or another casual greeting.
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EXPLORING ON MY OWN
Browsers don’t feel threatened, as you appear busy.
FILL MY BACKPACK!
These customers stop you and let you know what they want.
LET'S EXPLORE
These customers MAY react to your greeting and start to explore with you. They may even be open to a tour of the store.
TAKE ME TO THE SUMMIT
These customers usually want to interact, and so your adventure begins. It is even better if you recognise them. In that case, you can approach them and say “Welcome back, nice to see you!” or “How are you finding the jacket you bought last time?”.
Peripheral Vision
We have 2 types of vision:
FOVEAL
We focus on an item or spot.
PERIPHERAL
We can see up to 180 degrees around us without staring. Our peripheral vision is also very useful for picking up movement.
Foveal vision is useful for sharing technical details of our products. However, at the GREET stage, it is our PERIPHERAL vison that is most useful.
We don’t follow our EXPLORING ON MY OWN customers around or stare at them, as that makes them feel uncomfortable. Instead, we use our store mirrors and our PERIPHERAL VISION to spot signals that they are ready to start their TNF adventure.
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We…
• Stay active, working with our products.
• Know the best vantage points in the store that allow us to see our customers arrive and be spotted by them.
• Turn our body towards the door so we can see people entering.
• Make eye contact.
• Offer a genuine smile (the kind where your eyes wrinkle).
If the customer returns eye contact and a smile, we offer a warm welcome.
