UNIQLO Basics
Color coding
00 = white 01 = off-white 02-08 = greyscale 09 = black 10-12 = pink 13-17 = red 18-19 = wine 20-29 = orange 30 = natural 31-32 = beige 33 = khaki 34-39 = brown 40-49 = yellow 40 = cream 50-55 = green 56-57 = olive 58-59 = dark green 60-68 = blue 69 = navy 70-79 = purple 80-99 = non-specific
Size code
001 = XXS 002 = XS 003 = S 004 = M 005 = L 006 = XL 007 = XXL Kids: 100 = 3 years 110 = 3-4 years 120 = 5-6 years 130 = 7-8 years 140 = 9-10 years 150 = 11-12 years 160 = 13 years
10 principles for handling complaints
1. Active listener, and encourage complaints 2. Be grateful 3. Respond kindly, and promptly 4. Pay attention to your initial response 5. Always report complaints 6. Always let the customers speak their mind, never argue 7. Appreciate their concern 8. Always accept returns and exchanges with a smile 9. Do not make up excuses or try to hide mistakes 10. Do not make careless errors
6 standard phrases
1. Hello, how are you today? 2. Yes, of course! 3. One moment please. 4. Thank you for waiting. 5. Thank you very much. 6. We hope to see you soon.
Cleaning basics
1. Make sure that everything is neat and dust-free. 2. Start cleaning from top then move towards bottom. 3. Wipe tables by outer edges to middle 4. If you see a mess fix it right away 5. Make sure to put back and clean all cleaning supplies after done using it. 6. Refer to handbook on how to clean certain rooms.
Phone etiquette
1. Make sure to answer the call within 3 rings, and be ready to write something down. 2. Greeting: "Thank you for calling UNIQLO Ala Moana, this is (name) speaking?" 3. 6W's: who, whom, what, when, where, why 4. 2H's: how, how much or many 5. Write down customer's name and details regarding their call.
Checking an item in stock
1. Scan barcode of product 2. Look on sales floor 3. If not on sales floor, check stockroom 4. If not in stockroom, offer something similar
5S
1. Seiri (sort) 2. Seiton (systematic arrangement) 3. Seisou (spotless) 4. Seiketsu (standardize) 5. Shitsuke (sustained-discipline)
Zoning logic
1. Separated into 3 departments (kids, women's, and men's) 2. Zoning: gender and age; item 3. Product layout: season; material; design; pattern; price
6 basic policies:
1. Serve customers kindly with a smile 2. Be courteous and make sure to greet every customer 3. Keep everything clean 4. Be quick and energetic 5. Nothing out of stock and no slow-moving items 6. Customers are always the top priority
Product divisions
10s = Kids (11 = boys, 12 = girls, 18 = infants) 20s = Women's 30's = Men's Men's and women's categories: 1 = outer 2 = bottoms 3 = shirt 4 = cut and sewn 5 = knit 6 = accessories 7 = inner 8 = loungewear *9 = dresses for women
Receiving and giving gesture
Always receive and give using two hands, and make sure to hover hand below customer's hands if giving coins.
