GIFT Program

Iowa State University Book Store

Introduction UBS is a window into the University, greeting

visitors with sincerity, and reflecting the image and true mission of ISU. Our business is people, and we strive every day to meet the far reaching needs of our academic community.

Defining GIFT

What is GIFT and how should it sound?

GIFT Greet Inquire/Inform Follow Up/Finish the Details Thank the Guest

Greet Greeting is your first step in creating

excellence in Customer Service! At UBS, we start to greet our guest within 15

seconds of their arrival to our store. Being zoned and present can make all of the

difference in providing a natural interaction that creates a personal connection.

A warm genuine smile and welcome makes our guest feel valued and opens the door for you to exceed their expectations.

As a bonus, greeting is a great deterrent for theft!

Greet “Hello!” “Hi! How’s it going?” “Welcome to the Book Store!” “I see you are visiting our campus!

Where are you from?” “You look so bundled up! Is it

getting any warmer out there?”

Inquire/Inform Asking open ended questions to find out why

they have come to UBS and how we can help them is important as it helps us better direct the guest throughout the store.

Leading and guiding the guest is a great way to show respect and that they are valued. We should always strive to escort them to the product or the department and introduce them to another associate if needed.

Sharing personal testimonies, product features, promotions or special events in the store also sets up the sales associate as an expert.

Inquire “What brings you in today?” “Who are you shopping for?” “What can we help you find?” “What questions can we answer

for you?” “What class is this for?” “Are you thinking about renting

your textbooks?” “Would you prefer a hard case or

soft sleeve to protect your laptop?”

Inform “That is one of our hottest selling items!” “Did you know those slippers glow in the

dark?” “That book is available in an alternate

format!” “Mascot Monday is 20% off today!” “We just got those in!” “Did you see our new planners?” “We just marked those down this morning!” “Have you thought about getting an external

hard drive?”

Finish the Details/Follow Up It is our goal to never stop helping a guest until they

dismiss us from their service. If the associate was able to engage in conversation

through the inquiry and inform stage then associate can naturally go to the next stage and finish the details.

If the associate was not able to engage the guest at the inquiry stage, we ask that they stay available to follow up with the guest to see if they have questions or need help at a later time.

Having zone presence, being fully engaged, remaining helpful and never assuming someone does not want your help are the keys to following up and finishing the details.

Finish the Details “What else can we help you find?” “Do you have a specific color in mind?” “Would you like me to cut the mat board for

you?” “Do you know what size they wear?” “What major are you in?” “Who are you shopping for?” “Does your professor require a certain weight

of paper for your drawings?” “Are you more comfortable with Macs or PCs?” “Would you prefer the e-book or physical

textbook?”

Follow Up “My name is Sue and I’ll be available if you

have any questions!” “How are you doing over here? If you have

any questions, we’d be happy to help!” “Are you still finding everything you’re looking

for?” “Do you have any questions for me?” “It looks like you’ve found some great items!

Is there anything I can assist you with?”

Thank the Guest Thanking the guest is encouraged throughout

their entire visit to our store! Guests should hear a thank you prior to handing us their money.

We are glad they came to visit and they can always expect to be thanked when they choose our store for their purchases.

We strive for excellence and thank them for coming in, even when they don’t make a purchase!

Thank the Guest “Thank you for coming in today! What can I

help you locate?” “Thanks for letting me help you this

afternoon!” “We appreciate you shopping with us! Thank

you!” “Thanks for stopping in!”

Implementing GIFT

How is GIFT put into practice?

Common Thread Interview Orientation Department Training Zoning Daily Communication Gift Rewards Training Reviews

Interview GIFT serves as a unified platform for

expectations throughout the entire store. A good amount of time is spent outlining what

GIFT means and asking questions to help uncover how students may interact with guests.

Students are informed all job functions tie to GIFT and providing a positive customer experience.

We hire for attitude and train for skills!

Orientation After store policies and procedures are

outlined, steps of GIFT are explained. This occurs right before the student is sent to the sales floor for training.

The Orientation Leader also gives examples of how the different steps may sound and encourages the new hire to use phrases that come naturally to encourage a genuine interaction.

Department Training Day 1/Phase 1 Training is all about practicing

GIFT! GIFT is reiterated, students get a tour of the

department, and zone expectations are explained.

This phase of training is all about becoming comfortable interacting with the guest and asking questions.

Zoning Zoning helps ensure proper coverage happens

in each department in order to provide excellence in customer service, security and maintenance of each area.

At least one associate is always “on point” to provide customer service. If there are projects, associates are expected to make figure 8s every two minutes.

Maintaining the integrity of each zone and completing figure 8s keeps associates engaged on the sales floor to better carry out steps of GIFT.

Daily Communication A Chat In/Chat Out occurs as the student comes

to work and before they leave their shift with the Customer Service Supervisors. This conversation highlights what the student needs to know to be able to report to their department with pertinent information to share with guests.

The Huddle is a tool compiled weekly that includes information about upcoming events and changes in the store. This is shared with students every morning by the opening Manager and at night by the closing Supervisor.

Daily Communication The Shift Planning Dashboard is utilized to

share the most urgent/important information students need to know. It is expected that students check this daily.

GIFT Rewards recipients are also recognized in the Huddle and on the Dashboard!

GIFT Rewards Training Before 90 Days of employment, a follow up

training is held to inform employees of the rewards involved with the GIFT program.

The GIFT Rewards include weekly praise, monthly praise and yearly praise.

Reviews The 90 Day Review completely revolves

around GIFT. Coaching, training and development is

ongoing. The Year Review encompasses a more

comprehensive look at the student’s work life, but continues to embrace GIFT.

GIFT is the common thread tying the student’s employment experience together - starting at the interview and continuing through Reviews.

GIFT in Review

What are the big takeaways?

Key Points Giving the GIFT of customer service is the

responsibility of each and every employee! Set clear expectations in the Interview and

ensure GIFT is the common thread throughout their employment experience.

GIFT Rewards are vital to keeping morale high, providing incentive to great performance, and keeping employees engaged.

Utilize a Lead Student to keep the GIFT Rewards alive!

Key Points You can make a fellow employee’s day by

writing a Thank You note. Even if it is simple, thank you goes a long way.

Implement Chat In/Chat Out so those providing exemplary customer service have the most up-to-date information.

Make it your own! No two approaches are the same, so this is your chance to tailor your GIFT to what works best for you.

We can’t wait to see what you have in mind!

Questions?

Sue Kessel : smkessel@iastate.edu : 515.294.2164

Stasia Whited : ajwhited@iastate.edu : 515.294.0245