Do you know what's the fairest thing in the world? Time. You see, everyone's given the same 24 hours each day, but some fritter their time away, while others savor every moment and live their life to the fullest. BA Kim Hye-jin at ETUDE HOUSE Daehangno Branch is one of the latter. Here is a look at how she seizes each day and lives her life to the fullest.
Tearing down the walls to get closer to customers
BA Kim Hye-jin has built career up over nine years since she started aged 20. With her bright smile and pleasant voice to welcome customers, she epitomizes the essence of a skilled BA.
"I have always been interested in cosmetics and makeup ever since I was young. By the time I had to get a job, I applied for ETUDE without a second thought. Studying and selling products of my favorite company was like a dream come true."
Reality, though, has not always lived up to expectations. Her first store was ETUDE HOUSE 2nd Myeongdong Branch. It has a large transient population as well as many foreign customers and, for that reason, she was required to have great product expertise, foreign language skills and customer service capability.
"Foreign customers walked away when they found out I couldn't speak their language and, every time it happened, I felt a little intimated but, at the same time I wanted to talk to them, understand their needs and recommend the right product for them. So, I learned Chinese and studied how to serve foreign customers."
She realized that if something comes up, she can get through it and that, if she doesn't know something, she can always learn. Moreover, she's come to realize that taking a strategic approach to customers is more important than working hard. Though, she completed makeup master, service master and nail art programs, she continues to purse professional development opportunities. She watches beauty blogs and YouTube videos to introduce the latest makeup trends to customers as a way to generate more sales.
15:00
This is the quietest time in the store, which makes it the perfect time for devising new sales strategies and promotional product mix
Prime time to work efficiency and sales
It's been five months she moved to Daehangno Branch, after having worked for the 2nd Myeongdong Branch for over eight years and six months. Daehangno Branch opened last autumn and she first came to help, but decided to stay and take on her new challenge as HQ had suggested.
"It's quite different from the Myeongdong Branch in terms of neighborhood and the amount and types of customers coming and going. So, I had to do everything I could to adapt."
She willingly answered questions about how hard it was to make a fresh start away from her familiar workplace and about how it had in fact helped her learn and discover so many new things. Upon arriving, she analyzed the store, neighboring stores and customers and made her own timetable. She does things one step at a time in the belief that everything has its time.
In the morning, she checks the store display, rearranges products in the light of the flow of customers and freshens up the atmosphere with creative ideas. At this time of the day, any customers in the store are most likely to be students and, when they come by, she approaches them with a friendly smile, listens to their concerns like their friend or big sister and offers some useful tips for using the products on display.
19:00
Time to demonstrate makeup for customers
She gives makeup knowhow of creating many different styles with a single product and applies a more customer-focused sales technique
At around 3 p.m., when the number of customers coming by drops off, she goes deep in thought and comes up with new ideas. She discusses the promotional product mix, customer service and cross-selling techniques with staff members and sets up new sales strategies. And, in the evening when office workers leave their office and she gets more chances to interact with customers one on one, she does her best to offer as many products and product information as she can.
The stamp program starts this year. This program gives a regular-sized product to customers who purchase three products on promotion and two new products in one month, albeit on a first-come, first-served basis. The idea is in fact one that Kim Hye-jin first proposed to attract more customers and increase sales.
She says that she could not be more proud of increasing the number of customers and sales thanks to her service and perfect timing. Her dreams are crystal clear. She wants to do better today than she did yesterday and will do even better tomorrow. If she continues to work at her own pace, her dreams will surely come true.
20:00
Time when cross-selling peaks. Cross-selling works by listening to customers and recommending complimentary products that meet their needs
※ This is the English version of the article featured in , the bi-monthly corporate communication magazine.