Thursday, July 4, 2013

Growing your Business by becoming a Regal Product Expert!

Growing your Business by becoming a Regal Product Expert!

Do you want to stand out in your community as the Regal product expert, set yourself apart from the competition and be confident in answering your customer's questions? Let's take some time this
week and continue to explore how you can grow your Regal business by becoming a Regal Product Expert. In addition to knowing all about the products, it is important to understand
why things happen the way they do at Regal. To help with that, I went to our Purchasing Department to get the answers and created a list of Frequently Asked Product Questions!

Why should I buy As Seen on TV products from Regal?

  • Regal is the first in Canada to offer most ASOTV products
  • No fine print shipping &handling fees
  • Product satisfaction guarantee, and Regal pays for the return

Why does Regal carry items that I find at the Dollar Store or Walmart?

  • Regal avoids carrying exact items that will be found at Dollar Stores or Walmart
  • Be careful to compare quality; it might look similar, but the quality is different
  • If Walmart starts to carry an item that Regal sells, we discontinue as soon as possible

What causes a product to be No Longer Available?

  • Our vendor has stopped manufacturing the item
  • Items that don't sell well will not be sold in future catalogues (we want the best items for Regal Reps to sell)
  • If an item is seasonal (Christmas, Summer) it may only be available for one or two catalogues

Why do Backorder dates change?

When we place an order with our suppliers, we estimate the date that we expect it to arrive. There are a lot of steps after we send a
purchase order that could change the arrival date. Here are some of the most common factors:

  • Late delivery of items to the supplier warehouse
  • Bad weather that slows transport trucks
  • Random Canada Customs security checks if items have to cross the border
  • A lot of shipments arriving to Regal at the same time and not everything can be put on the shelves at once

What does the Product Team look for when picking new Regal products?

  • Unique ideas for the home, for gifting, for the kitchen and to make life easier
  • Good value: products that do what they say they will do at a reasonable price
  • Items for each season: from gardening and outdoor fun to Christmas ornaments and winter helpers
Last week we had fun exploring the Spring Catalogue and this week we are learning about how we can better educate our customers on our great products and processes. Now you've got the tools to help your customers get excited about shopping with Regal!

Brenda Marlowe
Rep Coach

Going the Extra Mile

Having worked in the Sales and Service industry for over 10 years (through training and experience), I have learned what CUSTOMER SERVICE truly is.
Some of the companies I have worked for, including Regal, realize the importance of customer service and have gone as far as implementing Service Standards,
so that when you contact their Call Centre, you should consistently have a great experience!
Let's take a minute and define what Service Standards might look like for your Regal business:

  • S mile - I will always greet my customer with a smile even if I am having a bad day. I will smile through my frustrations.
  • E ngage Your Customer - I will always make sure my customers are informed and engaged in my business through Facebook, Email blasts and Twitter.
  • R elationship Building - I will acknowledge my customer even when there is no business to be done - birthdays, saying thank-you for repeat business, a get well card for someone in need.
  • V olunteer Information - I will always provide my customer with more information than they ask for. I will become a product expert and will not accept saying "no" or "I don't know".
  • I Create Lasting Impressions - I will always go above and beyond what my customers expect. I will always WOW my customer!
  • C onsistency - I will always use my customers name twice when speaking with them on the phone, I will let them know of any specials or new catalogues coming up,
    I will let them know when they can expect their order and I will thank them for their business ALWAYS. If I say I will do something, I will.
  • E xecute with Energy - I will always be enthusiastic about my business because I know that is what sells our great products.
Create your own Service Standards and memorize them so when your customers come calling, they will enjoy the same experience always.
Even go as far as laminating your Service Standards and attach them to your key chain or print out a copy to post in your office.
Make sure your customers know that CUSTOMER SERVICE is your top priority. We all know from experience, great customer service is what brings a customer back.
Next week let's continue our conversation on customer service and focus on how to develop repeat business.
I can't wait to share with you my recent trip to Cuba and how the Resort I stayed at went about rewarding and thanking their returning customers.
It will definitely be a great example of how a business engages and rewards their repeat business.

Brenda Marlowe
Rep Coach