This side is made by a group of students from NYP, BM class BF, for our BM0203 Retail Store Management ICA2 group project. 
Nanyang Poly Business Management Retail BF Team 3 D&G Team Members: Lesley (Leader), Isabella, Pei Ni, Jaslin and Shao Ran.   Dolce & Gabbana Group In 1985, the company was founded by the Italian designers Domenico Dolce & Stefano Gabbana in Milan, Italy. Black in color and geometric in shape are the usual designs for their clothing. By March 2008, the Group’s consolidated revenues have increased by 21% reaching €1,266.6 million. Wholesale revenues reached €1,652.1 million, 55% for the Dolce&Gabbana brand and 45% for D&G. In addition to being the sole owner of the two brands, the Group is also wholly responsible for the management and control of the three business divisions: Production, Distribution and Licences. Additionally, as of 31 January 2009 the Group has an overall workforce of 3,828 personnel and a distribution network comprising 116 directly operated stores and 17 factory outlets. Furthermore, the group has two central brands:  Specializes in luxury items, is influenced more by designers and is more formal and 'timeless', responding to long-term trends rather than seasonal changes. It also sells sunglasses and corrective eyewear, purses, and watches. In February 2010, it was announced that American singer Madonna would design a collection of sunglasses set to be released in May of that year. They also have a set of fragrances, for men and women.  Slightly more casual line that follows an urban inspiration and attempts to set trends rather than follow them. It is the younger, more flamboyant line of the brand. Like Dolce&Gabbana, D&G sells watches as well as clothing, and have been voted the U.K's best luxury brand. In 2005–2006, a limited line of 1000 golden D&G Motorola RAZR V3i mobile phones were distributed by D&G boutiques and major Motorola retailers. In July 2009 D&G signed a lucrative deal with singer Alexandra Burke which will see her model their fashion lines in her music videos and in promotions. |
Customer Service - 5 pitfalls of inadequate or poor customer service
Friday, July 30, 2010 @ 1:15 AM 1) Push selling products - Push selling to the point that customers feels that they feel annoyed or obliged to purchase the product even if they don't need it in the first place. Example in Sasa, the staffs are trained to push sell their products, but when customers shows no sign of wanting to buy anymore other products, they still try to push sell products to them, making the customers feel pressurized and that they are foced to purchase something which they won't like to have. Another such example would be the recent case of the HongKong tour guide, thretening the tourist to buy the goods of a specific store, if not, they would be denied of a place to stay or not given any food to eat. This had caused and uproar in the society and has hurt Hong Kong tourisium trade as a result. As for D&G, they do not hard sell their products to the customers because D&G is a high-end brand. Pushing customers to buy more is not a very professional thing to do. 2) Incompetence: If sales and service staff do not have adequate training and expertise, they may give out antiquated or incorrect information. For example, telling them that the item they want only comes in a set when they can actually buy the products separately. This causes customers to buy products that they do not need. In D&G they divide their staff into several categories. Some staff are in charge of the eyewear category, some in charge of the denim section. By narrowing down their scope, it would ensure that staff know their products better so as to prevent such incidents from happening. In the case of D&G, merchandises are placed in neatly, in an asymmetrical layout, men on one side, women on the other. This makes it easier for customers to navigate or make their way around the store. Moreover, there are several salesperson at the storefront to guide them. The friendly salespeople are trained to guide customers to their desired section instead of just pointing it out to them. 4) Not Passing Judgment on Consumers’ Requests/Tastes - Salesperson should not pass negative judgements on customers' tastes. Something like that happened when i was at a retail store. A girl asked to try on a pair of denim shorts in size 26 but the sales assistant told her that it is too small for her and that she needs size 30. The girl's expression changed and walked off immediately. In the case of D&G, although they know that you cannot fit into a size 26, they would still allow you to try it on first then stand somewhere near your fitting room so that she could help if you need any assistance. 5) Lack of a standard policy: Your policy toward your customers should be clearly spelled out and consistently followed. Customers do not like it when one salesperson tells them one thing and another salesperson tells them something completely different. In the case of D&G, any discounts, return policies, and guarantees are spelled out in writing to customers as well as reinforced by your customer service employees at the time of a sale. Generally company policy should be on the customer’s receipt in addition to being posted visibly throughout the business establishment. Done by: Isabella and Lesley 
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