Shoplifting

<img src="1setting.png" width="50%" style="float: right; margin-top: 50px; margin-left: 20px;"> As an associate at Delany & Co., your goal is to ''sell jewelry efficiently.'' * You aim to provide customers with the best experience in the ''shortest time possible'', allowing you to serve as many customers as possible. * At the same time, you must remain vigilant to ''prevent shoplifting'', as any losses will be deducted from your wages. //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// When you see a customer walk in, ''what do you say?'' [[A: May I ask about your purchase intention and budget?|Decision 1 Option 1]] [[B: Would you like me to show you around and explore some jewelry options?|Decision 1 Option 2]] (set: $decision1option1 to false) (set: $decision1option2 to false) (set: $decision2option1 to false) (set: $decision2option2 to false) (set: $break1 to false) (set: $decision3option1 to false) (set: $decision3option2 to false) (set: $decision4option1 to false) (set: $consequence1 to false) (set: $consequence2 to false) (set: $consequence3 to false)

<img src="2decision1option1.png" width=50% style="float: right; margin-top: 50px; margin-left: 30px; margin-buttom: 20px; "> Customer: "I’d like to buy a piece of jewelry for my daughter. She’s graduating in two weeks. My budget is around $200." You: "Congratulations! That’s an incredible achievement. Do you have a specific type of jewelry in mind?" Customer: "I’m not sure yet." //You can refer to the <a href="https://www.canva.com/design/DAGhShFLSFA/ZQ2jYUk3uTYQmuHatttm2w/view?utm_content=DAGhShFLSFA&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h155c17b32e" target="_blank">''''''price list''''''</a> for item prices.// '''' [[A: "If you’re unsure, how about a matching set—earrings with a necklace or bracelet? Would you like to explore those options?"|Decision 2 Option 1]] [[B: "I’d recommend earrings—they make a timeless and elegant gift. Would you like to take a look at our collection?"|Decision 2 Option 2]]  (set: $decision1option1 to true)

<img src="7decision3option1.png" width=50% style="float: right; margin-bottom: 50px; margin-top: 30px; margin-left: 20px"> Customer: "Based on the simulation, I'd like to see earrings 1 and 2. I plan to buy one of them." //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// ''What do you say?'' [[A: "Sure! If you’d like to see both earrings at the same time, our store policy requires us to hold your ID and credit card while you look at them. Would that be okay?"|Decision 4 Option 1]] [[B: "Let me bring both earrings out for you so you can make a final decision."|Consequence 1]] (set: $decision3option1 to true)

<img src="8decision3option2.png" width=50% style="float: right; margin-top: 30px; margin-left: 20px; margin-bottom: 50px"> 30 minutes later Customer: "The replicas don’t help me much in imagining how they’ll look on my daughter, and I don’t think earrings 5 would be a good choice. Can I see earrings 1, 2 and 7 instead?" //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// ''What do you say?'' [[A: "Sure! If you’d like to see these earrings at the same time, our store policy requires us to hold your ID and credit card while you look at them. Would that be okay?"|Decision 4 Option 1]] [[B: "Let me bring them out for you so you can make a final decision."|Consequence 1]] [[C: "Or do you want to use our simulation technology to see how different earrings might look on your daughter? That might help you decide which ones suit her best."|Decision 3 Option 1]] (set: $decision3option2 to true)

Goal - Close deals with real customers in the optimal time. ''Summary'' เป็น Sales ที่อยากจะ close deals แต่ก็ไม่อยากถูกขโมยของ เมื่อมีลูกค้าคนใหม่มา เธอพยายามจะ follow a new process for screening clients และเมื่อ client make a request for viewing multiple items at the same time ต้องตัดสินใจ ว่าเธอควรใช้มาตรการไหน กับลูกค้าคนไหน ''Outline'' Step 1 - Initial screens if they are real or fake customers by following the screening process - clothes - ask for purchase intention - ask for budget ''Decision point 1: '' Common mistakes - ไม่ถาม purchase intention - ไม่ถามเรื่อง budget - บอก budget แต่ว่าขอดูของที่แพงกว่ามาก === Step 2: propose jewelry ลูกค้าบางคนก็ตัดสินใจไม่ได้จริงๆ Decision point 2: Common mistakes - Rejecting a client because they don’t know what they want. - Rejecting a client because they can't make a decision. === Step 3: determine whether you should propose alternative solutions for comparing different jewelry. Option A: บอกว่าไม่มีมาตรการนี้ Option B: ซื้อให้ตัวเอง ให้ลองของปลอมก่อน Option C: ซื้อให้คนอื่น ให้ดู video แล้วจินตนาการ Option D: ซื้อให้ตัวเอง ให้ลองของจริงหลายๆอันได้ แต่ว่า ต้องขอ identity card และวางของให้เป็นที่เป็นทาง ถ้ามีคนอื่น ต้องให้คนอื่นรอข้างนอก Decision point 3: Common mistakes - ไม่กล้า propose option A, B เพราะกลัวลูกค้าโกรธ - ให้ทุกคนลอง option C ทำให้มีโอกาสของหาย - ให้บางคนลอง option C แต่ไม่ปฏิบัติตาม process - ปฏิเสธว่าไม่มี option ให้ลองทุกอันพร้อมกัน [[Setting]]

<img src="10consequence1.png" alt="Jeanne with 1 finger pointing up" width=50% style="float: right;margin-top: 50px; margin-left: 30px;"> ''You reach a mediocre ending.'' ''Consequence:'' The customer eventually bought the jewelry she liked. Fortunately, she was not a shoplifter. But what if she had intended to steal? Would you be able to pay for all the expensive jewelry? [[Why did it happen?|Explain consequence]] (set: $consequence1 to true)

<img src="9decision4option1.png" width=50% style="float: right; margin-top: 30px; margin-left: 20px; margin-bottom: 50px;"> Customer: "I don't have a credit card. If I buy, I will go get cash. I just want to have a quick look at them first. I’ve already spent over an hour here, of course, I’m going to buy. Otherwise, I’ll have to come back next week with my husband’s credit card!" //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// ''What do you say?'' [[A: "We definitely don’t want to cause any inconvenience by making you come back next week. I can let you take a quick look and help you make a final decision."|Consequence 1]] [[B: "Unfortunately, our store policy only allows us to bring out one pair of earrings at a time without holding a credit card."|Consequence 2]]  (set: $decision4option1 to true)

<img src="11consequence2.png" alt="Jeanne with 1 finger pointing up" width=50% style="float: right; margin-top: 30px; margin-left: 30px;"> ''You reach the best ending.'' ''Consequence:'' The customer returned the following week and confidently purchased the piece she felt most sure about. Her daughter loved the gift. The customer had a positive experience with the store, spending reasonable time browsing and finding exactly what she wanted. As a result, she became a loyal customer. [[Why did it happen?|Explain consequence]] (set: $consequence2 to true)

<img src="3decision1option2.png" width=50% style="float: right; margin-top: 50px; margin-left: 30px"> Customer: "Yes, sure!" You: "We have a variety of pieces. Here are the earrings, necklaces, and rings. //After spending about an hour and showing one item at a time...// Customer: "I don’t think ''my daughter ''will like this style of jewelry." //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// ''What do you say?'' [[A: "So, you’re buying this for your daughter? May I ask what your budget is?"|Decision 1 Option 1]] [[B: "Would you like me to bring a new set of jewelry that might suit your daughter’s style?"|Decision 2 Option 1]] [[C: "We can use technology to simulate how your daughter would look with different pieces of jewelry. That might help you decide which ones are the best."|Break 1]] (set: $decision1option2 to true)

<img src="12consequence3.png" alt="Jeanne with 1 finger pointing up" width=50% style="float: right; margin-top: 40px; margin-left: 20px;"> ''You reach a poor ending. '' ''Consequence:'' The customer found it frustrating that she couldn’t view multiple pieces of jewelry at once. Because of this, she decided not to make a purchase and went to a competitor instead. She ended up becoming a loyal customer to the other store, which gave her more flexibility. [[Why did it happen?|Explain consequence]] (set: $consequence3 to true)

<img src="5decision2option2.png" width=50% style="float: right; margin-top: 50px; margin-left: 20px; margin-bottom: 30px;"> Customer: "Can I see earrings 1, 2, 5, and 7 to compare which one will be the best?" You: "Sure! We can show you one at a time, though, as it's our store policy. Which one would you like to see first?" Customer: "Can’t I compare them side by side? It’s a big investment." //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// ''What do you say?'' [[A: "Unfortunately, no. It's a policy we have to follow to prevent shoplifting."|Consequence 3]] [[B: "Actually, we have an alternative solution. We can use technology to simulate how your daughter would look with different earrings. That might help you decide which ones are the best."|Decision 3 Option 1]] [[C: "There are some restrictions on viewing multiple pieces at once, but we can start with high-quality replicas. They’ll help you visualize the look before trying on the real ones."|Decision 3 Option 2]] (set: $decision2option2 to true)

Character ของคนซื้อ (1) ทำตัวลึกลับ เพราะเพิ่งเคยซื้อของแพง Common mistakes - กลัวว่าเป็นโจร เลยไม่ค่อยดูแล (2) เป็นชิ้นแรก เลยไม่มีไอเดีย (จะนาฬิกา หรือ จะสร้อย หรือ จะแหวน หรือจะต่างหู) Common mistakes - Rejecting a client because they don’t know what they want. - don't ask for purchase intention & budget (3) มีหลายตัวเลือก (สโคปดาวน์ เป็นต่างหูและ) Common mistakes - Rejecting a client because they can't make a decision. - (4) เค้าขอดูหลายอันพร้อมกัน Common mistakes - บอกว่าไม่มีมาตรการนี้ เพราะกลัวว่าเค้าจะเป็นโจร - ไม่ได้เสนอ option ที่เหมาะสม Option A: ซื้อให้ตัวเอง ให้ลองของปลอมก่อน Option B: ซื้อให้คนอื่น ให้ดู video แล้วจินตนาการ Option C: ซื้อให้ตัวเอง ให้ลองของจริงหลายๆอันได้ แต่ว่า ต้องขอ identity card & credit card (5) เมื่อลูกค้า push back Common mistakes - ยอมจำนน Goal ของ Protagonist - อยากขายของได้ - อยากใช้เวลาน้อยที่สุด จะได้ไปขายคนอื่น หรือ อยากให้ลูกค้าได้รับประสบการณ์ที่ดีที่สุด - ไม่อยากโดนขโมย - ปฏิบัติตาม process - firm แม้ว่าจะโดนยั่วยุแค่ไหน the consequences of failing to meet that goal are alternative endings - ขายของไม่ได้ - ขายของได้ / เสนอ option ที่ไม่เหมาะสม - ขายของได้ / เสนอ option ที่เหมาะสม / เมื่อถูกขอ option C ไม่ปฏิบัติตาม process - ขายของได้ / เสนอ option ที่เหมาะสม / เมื่อถูกขอ option C ปฏิบัติตาม process / เมื่อถูกต่อรอง ยอมแพ้ - ขายของได้ / เสนอ option ที่เหมาะสม / เมื่อถูกขอ option C ปฏิบัติตาม process / เมื่อถูกต่อรอง ไม่ยอมแพ้

<img src="4decision2option1.png" width=50% style="float: right; margin-top: 50px; margin-left: 40px"> Customer: "My daugther might like the set of bracelet 3 and necklace 7 together. How much is this?" You: "That will be $800." Customer: "That’s way over my budget. I mentioned my budget is $200." You: "I’m so sorry about that. Given your budget, I’d recommend looking at earrings. They’re a great option for both everyday wear and special occasions. Would you like to see some within your price range?" //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// [[A: "Well, yes, please recommend things I could afford. I’ve already spent so much time here. I was really hoping to find something today."|Decision 2 Option 2]] (set: $decision2option1 to true)

''Competency 1: Optimizing Sales Efficiency'' {(if:$decision1option1 and $decision2option2)[ (text-colour:navy)[''You get 3 points out of 3. ''] You took the time to ask about the purchase intention and budget, which have two benefits: 0. Helped screen for potential shoplifters who might not have a clear goal. 0. Improved your sales efficiency. ] (elseif: ($decision1option2 and $break1) or ($decision1option2 and $decision2option1))[ (text-colour:navy)[''You get 1 point out of 3. ''] You didn't take the time to ask about the purchase intention and budget, which actually have two benefits: 0. Helped screen for potential shoplifters who might not have a clear goal. 0. Improved your sales efficiency. ] (elseif: $decision1option2 and $decision1option1 and $decision2option1)[ (text-colour:navy)[''You get 2 points out of 3. ''] Initially, you didn't take the time to ask about the purchase intention and budget, which have two benefits: 0. Helped screen for potential shoplifters who might not have a clear goal. 0. Improved your sales efficiency. Later, you recovered from your mistakes. ] (elseif: $decision1option1 and $decision2option1)[ (text-colour:navy)[''You get 2 points out of 3.'' ] You took the time to ask about the purchase intention and budget, which have two benefits: 0. Helped screen for potential shoplifters who might not have a clear goal. 0. Improved your sales efficiency. However, you forgot to incorporate that budget when proposing the jewelry pieces, causing sales inefficiency. ] (elseif: $decision1option2 and $decision1option1 and $decision2option1)[ (text-colour:navy)[''You get 2 points out of 3. ''] Initially, you didn't take the time to ask about the purchase intention and budget, which have two benefits: 0. Helped screen for potential shoplifters who might not have a clear goal. 0. Improved your sales efficiency. Later, you recovered from your mistakes. However, you forgot to incorporate that budget when proposing the jewelry pieces, causing sales inefficiency. ] (else:)[ error ]} ''Competency 2: Offering the Right Alternative Solution'' {(if: ($decision2option2 and $decision3option1) or ($break1 and $decision3option1))[ (text-colour:navy)[''You get 3 points out of 3.''] You provided the right alternative solution by offering the technology simulation, which helped typical gift buyers visualize how the items would look on the recipient. ] (elseif: $decision3option2 and $decision4option1)[ (text-colour:navy)[''You get 2 points out of 3. ''] You provided an alternative solution; however, it did not meet the needs of typical gift buyers, who prefer to visualize how the items would look on the recipient. ] (elseif: $decision2option2 and $consequence3)[ (text-colour:navy)[''You get 1 point out of 3. ''] You did not provide the alternative solution that the company offers for customers who request to view multiple jewelry items at once. ] (elseif: $decision2option2 and $decision3option2 and $decision3option1)[ (text-colour:navy)[''You get 2 points out of 3.''] Initially, you provided an alternative solution that did not meet the needs of typical gift buyers who wanted to visualize how the items would look on the recipient. However, you later recovered from your mistakes. ] (else:)[ error ]} [] ''Competency 3: Following Best Practices to Prevent Shoplifting'' {(if: $decision4option1 and $consequence2)[ (text-colour:navy)[''You get 3 points out of 3.''] You adhered to best practices for minimizing shoplifting risks, including asking for ID and credit cards when necessary, and you didn't compromise the store’s policy when the customer requested exceptions. ] (elseif: $decision4option1 and $consequence1)[ (text-colour:navy)[''You get 2 points out of 3.''] You adhered to best practices for minimizing shoplifting risks, especially asking for ID and credit cards when necessary. However, you compromised the store’s policy when the customer requested exceptions. ] (elseif: ($decision3option1 and $consequence1) or ($decision3option2 and $consequence1))[ (text-colour:navy)[''You get 1 point out of 3.''] You didn't adhere to best practices for minimizing shoplifting risks, particularly asking for ID and credit cards when necessary. ] (elseif: $consequence3)[ (text-colour:navy)[''You get 1 point out of 3.''] You did not provide the alternative solution that the company offers. Therefore, you didn't get a chance to follow best practices to prevent shoplifting. ] (else:)[ error ]} [[Start Again|Setting]]

<img src="6break.png" width=50% style="float: right; margin-top: 50px; margin-left: 20px"> Customer: "My daughter might like the set of bracelet 3 and necklace 7 together. How much is this?" You: "That would be $800." Customer: "That’s way over my budget. My budget is only around $200." You: "I understand. In that price range, I’d recommend looking at earrings—they’re a versatile and elegant option. We can also use our simulation technology to see how different styles might look on your daughter." //Follow this <a href="https://www.canva.com/design/DAGhQfzX9UM/oY4_dsA8aeRilj2Mj5gB6A/view?utm_content=DAGhQfzX9UM&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h6e779bf70a" target="_blank">''policy''</a> to minimize theft.// [[Next|Decision 3 Option 1]] (set: $break1 to true)

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