Lucky Clover Manual Master

Training Manual&

Sales Procedures

14-Sep-12 LuckyClover Training Manual

ABOUT LUCKYCLOVERLuckyClover History ………………………………………………..

RETAILER REQUIREMENTSCostco Hours & Requirements ………………………………..Costco Standards & Expectations ……………………………Best Practices

………………………………………………………….DAILY OPERATIONS

Opening ………………………………………………………………….Writing up a Sale ……………………………………………………. Event Sales Goals

……………………………………………………Daily Closing

……………………………………………………………First Sunday Night

……………………………………….............End of Show

………………………………………......................Door Count Report ……….………………………………………..Work Order – EXAMPLE ………………………………………….Returns / Damages / No Tag …………………………………..

SALES TIPS & TOOLSSteps of a Sale

………………………………………………...........How to Increase Your Sales……………………………………..Presentation……………………………………………………………Conversation Starters……………………………………….

……..Overcoming Objections …………………………………….......

TOOLS & RESOURCESFAQ’s ………………………………………………………………………EXAMPLE FORMSEnd Of Show Counts & Reporting……….……….…..A1.…Road Show Set Up & Teardown Report….………..A2….Damage Report…………………………………………….…A3….Door Count Report………………………………………....A4….

SET-UP & TEARDOWNPlanogram.

6Ft...........................................................4

Ft..........................................................

Photos………………………............................Set-up Instructions

6 Ft..........................................................

4 Ft……………………….................................

Teardown Instructions 6

Ft..........................................................4

Ft……………………….................................PRODUCT REFERENCE GUIDE………………………………………………………

4

556

78999991011

12 - 1314 - 1515 - 161617

18 - 20

21222324

252627 - 28

29 - 3030 – 31

32 – 3333 – 3435

Table Of Contents

3

LuckyClover jewelry is made from beautifully hand-crafted Murano glass. Acclaimed for distinctive artistry and legendary quality, Murano glass is made by master glassmakers on a small island just off the coast of Venice, Italy. Located in northeast Italy, it is less than a 10-minute boat ride from Venice. The Murano glass beads are then transformed into our exclusive LuckyClover Collection.

Inspired and talented designers skillfully craft the LuckyClover Collection in our Farmington Hills, Michigan studio. All of our collections are named after their unique characteristics and individual appeal to create our stunning and stylish designs.

Foiled Murano glass beads are in many collections. The inner core of these beads are either 24k gold or .925 sterling silver foil that has been submerged beneath the translucent colors of glass to create a variety of different results. All silver in the collection is .925 sterling silver, which is the highest jewelry grade available. All gold chains are 14k gold filled, which will not rub or flake off.

Most of our fully beaded necklaces are manufactured at approx. 17.5 inches with a 3 inch extended chain. Our pendants are corded and chained at 18 inches in length, a sterling silver chain is available for an additional purchase. Most of our earrings dangle from a French wire backing. Most bracelets are designed with a triple toggle, making the bracelet adjustable at 7, 7.5, or 8 inches. The LuckyClover Collection was initially sold through home shows, boutiques and art fairs. The creativity and uniqueness of the designs, the authenticity of the glass, and the increased exposure has created a larger demand, expanding the growth and development of the company.

LuckyClover History


COSTCO HOURS and REQUIREMENTS

Most events begin on a Friday and end the following Sunday. Events are usually 10 days in length.

Standard Store Operating Hours: Please refer to your schedule for your scheduled hours. Monday – Friday 10 am – 8:30 pmSaturday: 9:30 am – 6:00 pmSunday: 10 am – 6:00 pm

If you are running late for ANY reason, you must notify your Event Manager IMMEDIATELY!

The LuckyClover dress code consists of a black shirt (button-down, sweater, or collared shirt) and black pants or skirt, along with the required LuckyClover name badge provided by your event manager. Costco requires you wear black close-toed, non-athletic shoes, preferably flats instead of heels for female Sales Reps. Any facial piercing or tattoos must be removed or covered up at all times.

COSTCO STANDARDS & EXPECTATIONS

It is paramount to the service of Costco members that the following standards and expectations are followed:• Dress neatly and professionally. This includes:• No shorts and/or leggings.• No open-toed shoes or any type of sandals.• No hats.• No t-shirts, sweatshirts, tank tops or sleeveless shirts.• No bare midriffs or cleavage showing.• No visible tattoos, facial and/or tongue jewelry, too strong perfume or cologne.• Clean and neatly groomed hair.• Backpacks, purses and briefcases are not allowed in the work area.• Sales area MUST be kept clean and safe at ALL times. Please report any safety issues or concerns

immediately to a Costco employee.• NO FOOD or DRINK is allowed in the work area (bottled water is acceptable).• NO gum chewing in the work area.• Be attentive, helpful and courteous to all Costco members and employees.• Reading or the use of headphones, iPod’s, etc. is unacceptable.• The use of cell phones should be limited and strictly utilized for business use or only in the case of an

emergency.• Sitting on chairs, the floor, displays or on merchandise is not acceptable unless it is a medical

necessity.• You must wear an identification badge in a LuckyClover approved format with information as

determined by Costco Wholesale. • If you are unsure about member questions regarding concerns unrelated to your event or service,

please locate a Costco employee to assist the member.• Please remember that the Warehouse Manager (and Assistant Manager) is the ultimate decision

maker for their respective warehouses. If a problem arises, he or she should be involved to resolve the matter.

RETAILER REQUIREMENTS


BE ON TIME – Being even minutes late can jeopardize our relationship with Costco and LuckyClover. BUILD PROFESSIONAL RELATIONSHIPS with Costco Managers and Staff – Maintain excellent relationships with the Costco Warehouse Manager(s) and associates. ENCOURAGE members to handle the jewelry! Wear the jewelry while at the booth (but do not remove the price tag). If you wear it, the member will want to try it on. If the member tries it on, they are likely to buy it. BE AWARE OF YOUR SURROUNDINGS – Jewelry can be taken easily without notice. Theft can happen if you are not paying attention at all times. ALWAYS keep a tidy table and work space. KEEP THE TABLE STOCKED at all times – If the display is not pleasing to the eye, it will not be pleasing to the member. The appearance of the table can directly affect your sales. If you are running low on materials (i.e. business cards) notify your event Manager promptly. MANAGE YOUR TIME – This includes not only yourself but your event. If your table looks unprofessional and disorganized, members will be less interested. COMPLETE ALL REPORTING PROMPTLY – Complete all paperwork and reports on time. ALWAYS BE ON TOP OF YOUR WORK ORDER – Every time you get a chance, update the Work Order (minimum 3 - 4 times per day). DON’T BE A PRISONER TO THE INSIDE OF THE TABLE – Get comfortable walking on the outside of the table and talking to members. STRESS THE HIGH END QUALITY OF THE PRODUCT & SPECIAL COSTCO MEMBERSHIP DISCOUNT – This jewelry is stunning and members need to know the quality workmanship that has gone into creating this product. Costco members get a 30-40% discount on jewelry from the LuckyClover regular retail pricing with the prices that are marked on the tags. BE A JEWELRY EXPERT – Review your LuckyClover training manual and look at the website, www.luckyclovercollection.com to familiarize yourself with the product. BE EXCITED ABOUT THE PRODUCT – Excitement is contagious!

BEST PRACTICES:


http://www.luckyclovercollection.com/

Opening:

• If you are working a morning shift, park at the back of the warehouse, ring the buzzer at the receiving door and let them know you are there for the LuckyClover event. Sign in. All other shifts can enter through the front warehouse doors.

• Follow the proper check in procedures according to your direct Manager’s instructions as soon as you are IN the warehouse and AT the booth.

• Put your printed name badge into a plastic holder (located in the office box) and wear.

• Gently uncover the tables and replace any busts or racks that may have been taken down over night.

• Make sure the appropriate signs and banner are displayed (i.e.; “Italian Glass Jewelry”, “Final Weekend”, and “Last Day”.)

• Make sure you have a copy of the Work Order and End of Show Counts on your clipboard. If not, contact your event manager immediately so they can fax these to you. You will need the Work Order before the warehouse opens.

• Go through your back stock tote(s) and familiarize yourself with the additional items you have to sell. They will be under your check-out table so that you can access extra stock easily to replenish the displays.

• Stamp “Road Show” on all Merchandise Sales Slips with the rubber stamp provided in office box. You can get a stack of these slips from the front of the store or the jewelry counter.

– Number each Merchandise Sales Slip on the top right hand corner #1 - #30.– Number Post-its #1 - #30, and place on corresponding Merchandise Sales

Slip.• Pre-fold a few small jewelry pillow boxes, have tissue paper on hand, put a

LuckyClover business card in a few cello bags, and have some twist ties ready. • Set up your workstation on a back table facing the warehouse registers, and get

ready to SELL, SELL, SELL!

DAILY OPERATIONS


LuckyClover Training Manual

Step #3 – Before giving the Pick-Up Slip to the member, remove the post-it note and place it on the empty pillow box. Give the Pick-Up Slip to the member, tell them to keep with membership card and give to cashier at checkout. DO NOT give the item to the member, a Costco employee will pick up the purchase. Package the item for the member in the empty pillow box with the post-it on it. When the Costco employee comes to pick up the numbered package make sure to validate the back has been slip printed. (If it has not been slip printed, you must get a copy of the receipt and staple it to the Pick-Up Slip). Take off the Post-it from the package and hand the Costco employee the correct package (the post-it’s number will match the number on the Pick-Up Slip. Re-use the post-it and start the numbering cycle over again. Please see example:

Step #2 – Once you sell an item, fill out the Merchandise Pick-Up Slip with the information that is on the tag of the item you have sold. All items sold must have an individual Pick-Up Slip. (NEVER use one Pick-Up Slip for multiple items). Please see example :

Steps for Writing Up and Recording a Sale

Packaged Item Item

Number

Date

Dollar

amount

Item Sold Item’s Tag

Step #1 – At the start of your day, pre-stamp and pre-number your Merchandise Pick-up Slips. Number your slips and post-its #1-#30 at the beginning of your day, this will provide enough pre-numbered slips for a good start to your day, and help keep you organized . The stamp signifies to the cashier to run the Pick-up Slip through the register. The numbering system will link your packaged item to your member who purchased it. Please see example: Stamp

Pre-Numbering

System

Costco

Item#

Required

Information QTY

(Always 1)

Tag

Description

Price

Step #4 – Once verified and the product has been given to the Costco Employee, record the sale on your work order. Use the tick mark system ( = 5) to record all purchases. Items are listed alphabetically on your work order. Pleasesee example:

Validated Pick-Up Slip - Verify Information

87-Sep-12

DAILY CLOSING:1. Check with customer service for any returns.2. DO NOT cover up the jewelry, or start closing procedures until the warehouse doors are closed.3. Mark any final tick marks on the daily work order. Staple the Merchandise Sales Slips and place into

the gallon bag found within the show packet (large manila envelope) 4. Gently remove items from top tiers and place on table top then carefully cover your booth with

the supplied covers.*** If you have any sold items that have not been picked up yet, please know that Costco gives their members a 10 – 15 minute grace period to pick up purchased items once the store has closed. If you have waited for more than 15 minutes and the member has not returned, verify with the Costco Manager that you’re going to cover up the booth.

FIRST SUNDAY NIGHT OF SHOW:1. If your sales are high enough (over $5,000 in retail sales) fax your work order to your event Manager

and to LuckyClover at: 1-866-207-4180.• If your sales are high enough, and you warrant a refill, you will receive a refill box before your

final weekend. Included in the refill box will be items specific to your show sales and needs.• If an item is new, and was not previously on your work order, please add it as a new item at the

end of your document. And tick-mark your sales as usual. All other items should already be listed on your Work Order alphabetically.

• All items have been added to your work order internally. The new items will not be shown on your current work order – this is okay! Continue to mark off the items as if they were included on the original Work Order.

END OF SHOW:

1. Check with customer service for any returns.2. On the last day of the event, finalize the work order and fill out the “End of Show Counts” (this

should be the last page of the Work Order). Be sure to add your Name and Costco Location.3. End of Show Counts (for event supplies & fixtures only). See EXAMPLE A1 at end of this manual.

• Provide the total for all remaining supply items. Make sure these are accurate, it is crucial for the success of the next show (tissue paper, pillow boxes, post-its, etc.)

• Damages of fixtures can be listed on this report. • DO NOT take the damaged item off of your work order, LuckyClover will take care of this.

4. Place the large gallon bag filled with the daily merchandise pick up slips into the large manila envelope (Show Packet) and leave in the large accordion folder labeled “previous location show packets”. Make a copy of the work order and take home.

5. Finalize the Damage report and Door Count report.6. *** FAX the Work Order (Ex. pg9) , End of Show Counts (Ex. A2), Damage Report (Ex. A3), and

Door Count Report (A4) to LuckyClover at 1-866-207-4180 and to your manager. This MUST be done before you leave the warehouse!

EVENT SALES GOALS

Meet or exceed the daily revenue goals. Be sure to check with your Manager if you are unaware of what your sales goals are for the day. Consider maintaining an individual sales record. Break down the event total sales goal into Day, Shift, and Hour. This will give you a visual for staying on track – not to mention it’s exciting to see yourself if you meet or exceed your daily goal!

7-Sep-12 LuckyClover Training Manual 9

Good Example

Bad Example

Work Order - EXAMPLE:

• Use blue or black ink only• Use tick mark system. See page 7, Step #4• Please keep marks legible and organized


RETURNS:

Step #1 – Check customer service daily for any member returns.If customer service has a return, proceed to Step #2

Step #2 – Verify if the item is able to be re-soldAn item must have a product tag (excluding collectables) affixed to the product to be resold.

Earrings, damaged products, and items without tags can NOT be resold.

If the item can be resold, proceed to Step #5If the item has no tag, but can be resold, proceed to Step #4If the item is damaged or is an earring, proceed to Step #3

Step #3 – If the item CANNOT be resoldWrite on your end of show counts in the misc. section, the item number, and that you received it as a return, and is not re-saleable.

(EXAMPLE: CPD-E-GD, returned, non-saleable)Place all broken items in your Damage bag located in your grey back stock tote (exclusion of items that cannot be repaired due to shattered glass).

Step #4 – If the item has no tag but CAN be resoldWrite on your end of show counts, the item number and that you received it as a return. Include that you need the item added to your work order, and that you need a tag.

(EXAMPLE: CPD-P-GD, returned, add to work order, needs a tag)Place item in a plastic bag with a note that the item was returned, and a tag was requested. Place item with note into the tag needed bag located in your grey back stock tote.

Step #5 – If the item CAN be resold. Make sure it has a tag, white out the tick-mark on the Work Order, and re-sell.

DAMAGES: – If the item is broken, please make sure to list it on your Damage report, This report needs to be faxed in at the end of your event. Wrap the item securely to promote safety and place the item into your damage bag located in your grey back stock tote.


SALES TIPS & TOOLS


STEPS OF A SALE

Eye-Contact is Key – Make a point of catching eye-contact with other members who are near/around your booth. When your eyes catch theirs, hold eye contact, and be sure to flash a warm and genuine smile their way. You will find that they will likely reciprocate, as smiles are contagious. Sometimes they may have had no intention in coming over to your booth, but your warm and inviting personality could draw them to you. Don’t be afraid to test this theory. Make an Immediate Connection – Instead of a traditional, “Hello, how are you today”, try to make a connection with the member by making a complimentary reference to the piece they are currently looking at. Example: “That is my favorite piece in that collection! I just love the way the copper flecking sparkles in the light!” If the Door is Opened – Engage! – If your initial intro sparked a conversation, keep it going. The longer the member is there conversing with you, the longer opportunity they will have to continue perusing the products. This could be about the weather, the scarf they are wearing, or you could use the old stand-by, and ask them, “Is there a particular piece that you’re looking for?” Know When to Take a Step Back – If your attempt to engage in conversation was unsuccessful, simply advise the member, “Feel free to look around. My name is ______ , so please let me know if you need anything or if you have any questions, and I’ll be back in a few minutes to check on you.” Make sure to tell them your name, as now you have just personalized the conversation. You also want to let them know you’ll be back to check on them, as this keeps the door open for you to approach them again. Don’t Be a Slave To the Booth – Always interact with your customers outside the booth. Feel free to walk around and appear to be interested in the items. People are drawn to crowds, and if you seem interested in the product(s), it will likely spark curiosity in those around you. Educate by Informing – A lot of times members will make comments like, “Wow, this is too expensive!” or “I saw this same item at ______ store”. This is when it’s important to point out the difference between our ‘superior’ product, and other products, such as mentioning that our product(s) are made of the finest materials; Murano glass, Swarovski crystals, sterling silver, etc. You can proceed to tell them the history of Murano, the authenticity of the glass, and the artistry of the jewelry. Provide the member with information regarding the special event exclusive savings of up to 40% off our regular retail pricing for Costco members only!

Ask Questions – Find out for whom the customer is shopping, is the item a gift? Find out the members preferences in colors and style. Is there a price range they would like to stay in? Recommend – After you know who and what the customer is looking for, make recommendations as to what products to suggest. Always suggest a complimentary piece to the item the member has selected. Take one of the corresponding pieces, (like a bracelet) slide it on your wrist, and hold it up next to the piece they are looking at.


STEPS OF A SALE CONT’D…

Ex. “We have a matching bracelet that goes with the necklace, look at how beautifully they compliment each other!” Try it on – Always have the member try on the jewelry, this will help gain the sale. If the member is male, offer for you to try it on yourself so that he can see what it looks like on. Upsell thru Urgency - If they tell you they are interested in purchasing one piece, but not one of the corresponding pieces, remind them that we are only there for a short period of time, and once they fall in love with it, (AND THEY WILL!) that they won’t have the ability to buy the complimentary pieces in the future. ASK FOR THE SALE – Never let a member walk away without trying to close the sale. Ex. “That Necklace looks amazing on you! You need to take it home with you today. Let me go grab my pen and paper and I will write it up for you, and did you want these earrings to go with your necklace or those?” Overcome Objections – Always overcome one objection to the member not purchasing with you today. Ex. I need to ask my spouse – “This is a limited time special event. We will only be here until ___.” It would be much easier to purchase the item, and take it home. If they change their mind, remind them they can always bring it back to any Costco Nationwide to return it.


How To Increase Your SalesA Genuine Salesperson is a Good Salesperson. After your booth is set up, take a few minutes to peruse the items on display, and pick out some of your personal favorites. Why do you like those pieces? Is it because blue is your favorite color? Because you love the way the Moonlight Collection sparkles in the light? Is it because the Rialto collection would be fantastic for that little black dress you’re already planning on wearing for that upcoming holiday party? Use this to engage in conversation with the members. Members will sense your sincerity. If you have passion in what you are selling, you will be much more successful.

Example: “The Rialto Collection is my favorite! I’ll be treating myself to this red one, because I think it will look great with the dress I’m wearing for our holiday party!”By doing this, the members will then visualize that piece paired with something they have in their closet at home, and it gives them an opportunity to connect with that piece.

Keep a Clear Head. It’s hard to focus your attention and dedication to a member when your mind is wandering elsewhere.

Use the 10, 10, 10 Rule. Spend at least 10 minutes each morning of your shift reviewing product knowledge material, 10 minutes reviewing sales training material and take at least 10 minutes to mentally go over your sales goals for the day. Make sure you know your sales goals for the day, as well as where your team currently stands with their overall sales goals, and whether or not they are being met.

Walk Your Booth. Inventory changes by the minute as product is sold and new pieces are displayed. It’s beneficial for you to know where each piece is located. When a customer asks you, “Do you have any pieces that might match this”, you don’t want to spend 5 minutes searching your entire booth trying to find an item. By then they could have lost interest and may already be moving on. It’s also important to know what is in your back-stock, as this inventory will differ from your display pieces. This is crucial so that you can recommend other options.

Mentally Review Every Lost Sales Opportunity During Down Time. Every member that visits your booth is a sales opportunity. If a member leaves your booth without purchasing an item, or multiple items, ask yourself why.

Did you not approach the individual quickly enough? Try engaging them in immediate conversation so they are compelled to linger.

Were there additional ways you could have combated any negative objections? Review your sales objections training materials to avoid this in the future.

Was there a missed opportunity to up-sell? Were you familiar with your back-stock items? Perhaps you could have offered an alternate piece to their liking by knowing what additional stock you had.

Did you offer a variety of pieces to compliment whatever piece they may have purchased? Knowing your product is crucial here. For instance, you may be able to use the basic 8mm round earrings to accent any piece, instead of requiring earrings from that exact line.

Were you incapable of answering specific questions because of a lack of product knowledge? Use down time to familiarize yourself with the different collections, the different pieces within that line, and the originality of each collection.

Work as a Team – When your replacement comes in for the day, be sure to give them any great ideas or tips you’ve discovered were successful for you that day.

Avoid Getting Into a Rut. There are times when traffic may be low, and during these times it can be frustrating. It’s important not to get into a rut. Avoid negativity or interacting with unfocused sales people, and instead take the ‘down time’ as an opportunity to review materials that will assist you in becoming more knowledgeable about the products you are selling.

PRESENTATION

• If they are “just looking”: “Take a look around! If you have any questions, let me know.”• If they are excited: “Let me show you around a little bit. Were you thinking of spoiling yourself today

or are you looking for a gift?” [Always ask yes/yes questions.]

For a gift:• “What is your daughter's/mother's/sister's favorite color?” [Based on the response, take him/her to

the area of the table displaying that color.] • “Is she more of necklace or bracelet fan?” [Based on the response, pull out two options and let the

customer handle the jewelry.] • [Give one or two notes about each piece, i.e.: “These are our two most popular pieces in this color.

This one has 24K gold flake imbedded inside of the bead. It's what gives it that sparkle! The other one is from our GIO collection. It is signed by the designer on the back of the glass.”]

• “Which one do you think fits her personality more?” [yes/yes questions!]

For Herself:• “What is your favorite color?” [Based on the response, take her to that area of the table.]• “Are you more of a necklace or bracelet person?” [Based on her response, pull out two options and

let the customer handle the jewelry.]• [Give one or two notes about each piece, i.e.: “These are our two most popular pieces in this color.

This one has copper flecking under the glass that gives the beads that sparkling appearance. The other one is from our Millefiori Collection, all of the designs in this collection use the traditional murano glass style.”]

• “Which one do you want to try on first?”

Close: • “That is a beautiful choice. Let me go ahead and write you a merchandise slip. All you do is take it

to the register, pay for it there and a Costco employee will come back to pick it up.”


REHASH:

For a Gift:• “What a lot of people have been doing for gifts is getting the whole set, necklace, earrings and

bracelet. They are giving the bracelet for a birthday gift, earrings for Mother's Day and then the necklace for Christmas”. [You can also add graduation gifts, Easter, special occasion, etc.] “Let me show you the rest of the set!”

• No, that’s ok: “Great, so what piece was your favorite?”

For Themselves:• “Let me show you the matching earrings/bracelet/necklace that goes with this. It would be the

perfect compliment to the piece you are already getting!” • No, that’s ok: “Not a problem! Who else can you think of that has a birthday or special occasion

coming up that is a jewelry fan? “

If the member begins to lose impulse at any time during the pitch, always stress the deal. The jewelryat Costco is marked down 30-40% off what they will find on the website. You could also explain thereturn policy – any Costco Nationwide!


CONVERSATION STARTERS

• “Are you familiar with Murano glass?”• “You are more than welcome to try on any item. I have a mirror if you would like to take a look.” • “If there is anything I can assist you with, please let me know.” • “Feel free to let me know if you would like to try anything on.“• “Do you have any particular color in mind?” • “Are you shopping for yourself or is this going to be a gift?” • “I have several different styles available. Is there any style I can help you find?” • “Do you have a favorite color I can assist you in finding?”• “Have you seen our collection before?”• “Isn’t that beautiful?” • “Let me help you with the clasp, I have a mirror and you can see how great it is on.”• “Take your time, I’m here to help if you have any questions.”• “I see you have exquisite taste - that piece is one of my favorites!”• “I see you have exquisite taste. Would you like to try that on?”• “All of our necklaces have coordinating or matching earrings and bracelets. If you need any help or

have questions, I will be glad to assist.”• “Please let me know if you have any questions.”• “Hi! Feel free to take a look around. I'm happy to help answer any questions you might have.”• “Hi! Welcome to Costco! Let us know if we can help in any way.”• “That piece is so much fun. Would you like to try it on?”• “That will match everything!”• “That looks great with the outfit you are wearing/your complexion/skin tone/hair”.• “You can wear that with a variety of outfits. It will look just as great with casual clothing as it will

with something dressier.”• “Oh! I like the necklace you are wearing, do you have matching earrings, or a bracelet, perhaps?”

Any of the above, and more, can be used as conversation starters. Use things you feel comfortable saying.

OVERCOMING OBJECTIONS 1. “I have sensitivity to jewelry and can’t wear it.” “Our jewelry is comprised of .925 sterling silver, which means that .925 is pure silver and .075 is of additional alloys. Sterling silver “.925” is one of the best grades of silver available in the jewelry industry, which reduces the risk with sensitivity.”

2. “I like the necklace, but it seems too short/long.” “Most necklaces have a three-inch adjustable chain and most bracelets have an adjustable toggle to lengthen and shorten to your desired length. “

3. “WOW. This is expensive!”“As part of our contract with Costco, we sell the jewelry at a significant discount for Costco members. Our jewelry is priced 30-40% below our regular retail pricing!”

4. “I would love to buy this as a gift, but I am afraid I will not be able to return it if they don’t like it.” “All purchases are made through Costco, so you can return it to any Costco nationwide.”

5. “I’ll be back later this week to buy something.” “If you see something here that you like, I strongly encourage you to pick it up today. What you see is what we have at this particular show and it will likely not be here in a few days.”

6. “I think I will go to the website and purchase the jewelry that way.” “We have a wider selection here at Costco, as well as a great discount that is offered to you only at our special events. I recommend that if you see something you like here today, pick it up here and save money!”

7. “How do I know the glass is really from Murano?”“Several of our collections are signed by the designer and the collectables come with a certificate of authenticity.”

8. “It is glass and I am afraid I will break it.” “Murano glass is known for its durability. It would take a substantial amount of pressure to break the glass.”

9. “I like the necklace, but I don’t like the earrings and/or bracelets.” “Each piece of jewelry is sold individually and you create the look you want. Most of the jewelry has several options to pair together. Let’s take a look at some other combinations.”

10. “I already own Murano glass jewelry.”“Each piece of jewelry is hand-crafted and no two pieces are alike. Add to your jewelry collection today!”

11. “I need to ask my spouse.”“This is a limited time special event. We will only be here until _____. It would be much easier to purchase the item, and take it home. If they don’t like it, you can always bring it back to any Costco nationwide. That way, if they don’t like it, you won’t have to try to catch us before the event is over.”

12. “I know sterling silver tarnishes easily, what can I do to keep it beautiful?”“Our website has silver and glass storage and cleaning recommendations in our FAQ section.”


If I participate in the booth set up and or teardown, besides the training video instructions I watched, are there any other procedures that I need to follow? Yes, complete the Road Show Setup & Teardown Report. See EXAMPLE A2 at the end of this manual. What if a customer would like to purchase an item that is out of stock?Inform the customer that they may contact us (LuckyClover) to see if we have the item at the studio. If the product is in stock, we can offer to provide the item at the following show of the customers convenience. What should I do with an item that has been sent in my inventory and has specific customer information on it?The item that was sent is a Customer Order. Please follow the specific instructions provided on the sheet. You must store this product in your Checkout Supply Bin. Where are the pick-up slips I use to write up a sale?If you are out of pick-up slips, you can get new ones at the jewelry counter as well as small electronics (ex. cameras). If there are none available, ask an employee of electronics or a manager. Can I sell wine stoppers individually?Wine Stoppers can be sold individually or in quantities of three. A separate item number is provided for either 1 or 3. See the wine stopper sign for the correct item numbers. I sold an item to a customer, gave them their pick-up slip, but they never picked the item up. What should I do? This will happen, and it is ok. The customer may have changed their mind or they may have forgotten. Add the product back into your stock, you should have no paperwork to deal with. One way to avoid a customer from forgetting, is at the end of the sale, inform them to keep the slips with their membership ID, and to hand them to the cashier at the beginning of their purchase. The pick-up slip did not have the register imprint on the back of the slip, what should I do?Refer to page 7 in this manual, “Writing up a Sale”. Have the Costco employee/runner ask the cashier to re-run the transaction and bring the slip back to you.

I received a return from Customer Service, what should I do with it?Please refer to the return directions listed previously on page 10 of the manual. I did not receive my work order (inventory report) with my set-up, what should I do?Contact your direct manager and notify them you need your report. They will have a copy available to fax to you. How and where do I send a fax?You can send a fax from the Costco office located at the front of the store. Please ask directions on how to use the fax machine. For example, do you dial a 9 to fax out, do you fax the papers face up or down?

Frequently Asked Questions


Do Costco employees cover my break?No, never ask a Costco employee to cover your break. Ask your direct manager on your company policies and procedures.

What do I do if an item is stolen?Immediately notify the Costco loss prevention team or a warehouse manager. Once the situation has been handled and you feel the threat of theft has dissipated, contact your direct manager and notify them of the situation. My set-up was moved over the night by Costco employees. When I arrived in the morning some items were broken, what should I do?Notify the warehouse manager immediately of the situation. Contact your special event manager after and inform them of the incident. My show just started and my set-up came from another location. I feel it is light on inventory, what should I do?You will ALWAYS receive a refill box for a set-up that is not brand new. The box will arrive at the latest by Friday afternoon. You should locate your box in receiving. Ask the receiving desk daily for your package until it arrives. It may be available for you on your move-in night. I had an amazing first weekend and I sold a lot of merchandise. I am worried about having enough product to last my show, what can I do?If you sold over $5,000 on your first weekend, fax in your work order at close on Sunday night. The logistics team will work to send you a refill, and you should receive the package by Thursday . The package will be held for you in receiving, make sure to check for it starting on Wednesday. When are reports due?Please reference the Daily Operations section starting on page 6 of this manual. Can I get specific items sent to my show?If your sales are over $5,000 for your first weekend, you must fax in your inventory report on the first Sunday night of your show to LuckyClover at 1-866-207-4180. If your show is being sent a refill, our Logistics Manager personally looks at your inventory and addresses your locations specific inventory needs. The contents sent in your refill are based off of your current inventory, your sales history, and stock levels at our studio. If you feel a particular item or items are selling very well at your location, and it cannot be detected from the previously mentioned factors, please inform your direct manager. Can customers try on earrings?No, neither customers nor sales reps may try on or wear earrings, this is a health requirement. If a customer tries on earrings, please kindly inform them that customers cannot place earrings in their ear holes. They may hold them up to their ears, apologize for the inconvenience, and provide them with a mirror.


What kind of accents are used to create your jewelry?All of the silver is .925 Sterling Silver, a tiny .925 marking can be found on the LuckyClover hang tag that is attached to most necklaces and bracelets, as well as ear wires on earrings. All of the gold is 14kt gold filled, this is better quality then gold plated. Gold filled will not rub or flake off. All of the crystals used are genuine Swarovski Crystals. We use the highest quality of crystals available from the Swarovski Elements collection. Do I buy this from you?No, actually you purchase all items directly through Costco, that way if you have a return you can go to any Costco nationwide. Do I have to be a member to purchase items from you?Yes, all of our items are discounted 30-40% off our manufacture’s retail pricing. In order to receive such a great discount, you must be a Costco member. Where will you be next?Review the schedule attached to the clipboard, or inform the member that our schedule is available on our website. www.luckycloverjewelry.com When will you be back to this location?If you are unsure of the answer, inform the customer that it will be at least 3-6 months if not more. However, if we have a scheduled show at a particular location it will be posted on our website, we also may have a show in the area that is within driving distance at a closer date. That information can be found on www.luckycloverjewelry.com Do you have a store?The LuckyClover studio is located in Farmington Hills, MI. This is not a store front, it is a design studio. However, we do offer items for sale on our website, www.luckycloverjewelry.com, it is better to purchase items at our shows. At our shows, we have a much larger selection as well as we offer Costco members a significant discount. Do we offer jewelry for men?No, we currently do not offer jewelry for men. We have found our target customer base is female and we strive to create and design with them in mind.

Do you have magnetic clasps?No, we do not offer magnetic clasps, however you can take any of our items into a reputable jeweler and have them swap the clasp for you for a nominal fee. Do you sell extenders?No, we do not. However, most of our fully beaded necklaces have a 3 inch extender on the chain built into the necklace. Most of our bracelets also have an extra inch of extension built into the bracelet.


http://www.luckycloverjewelry.com/



EXAMPLE A1


EXAMPLE A2


EXAMPLE A3


EXAMPLE A4


CH

EC

KO

UT

AR

EA GREY

BACKSTOCK TOTEGOES UNDER TABLE HERE

Date

Ran

ge

S

ign

Dat

e R

ang

e

Sig

n

Date Range Sign

Date Range Sign

LuckyClover Logo Banner

ATTENTION:

Place ALL 3 x 3 Square boxesaround the booth in front of

towers 1,2,3 & 4 of corresponding colors.

PHOTOS:Please refer to the photos on the next page for proper placement of all risers

and jewelry.

Lamps

Drop power here

TE

NT

Lu

ck

yC

lov

er s

ign

ac

ros

s R

T #

2 &

#3

RT

#1

RT

#2

RT

#3

RT

#4

RT #5 RT #6

RT

#7 R

T #8

RT

#9 R

T #10 S

R #

1 S

R #

2 S

R #

3

SR #4

SR

#5 S

R #6

Brig

hts

Ear

rin

g R

ack

o

n T

op

/ B

righ

t o

n B

otto

m

Bla

ck /

G

old

Brig

hts

Red

s P

end

an

t B

oard

on

To

p /

Bri

ght

on

Bo

tto

m

Neu

tra

ls

KEY

RT

SR

TENT LuckyClover sign

Date Range Sign

CS

CS

CS

CS

CS

CS


Mirror

Mirr

or

RD

RD

(Pla

ce in

fro

nt

of

SR

#3)

Milan Milan Collection Sign on Top/ Milan on Bottom BTBBTB

BTB

CS = Collection Sign

Brig

hts

Colle

ctibles

Pen

da

nts

(Any M

uran

o

pe

nda

nt)

Rom

an

Ma

rcasite

Colle

ctibles

SR = Single Riser

RT = Riser Tower

RD = Ring Display

BTB = Bracelet T- Bar

RT #1, 8 SR #1,2,3

RT #2

RT #3

RT #4

RT #5,6 SR #4

RT #9

RT #10

Pendant Board

Earring Rack

FRONT OF BOOTHS

IDE

OF

BO

OT

H T

HA

T F

AC

ES

CU

ST

OM

ER

S A

S

TH

EY

WA

LK

TO

WA

RD

S T

HE

DIS

PL

AY

RT #7

(Any Murano pendants)

SR #5,6

LuckyClover Set up Diagram – 5 (6ft) Tables

25

CH

EC

KO

UT

AR

EA

GREY BACKSTOCK TOTEGOES UNDER TABLE HERE

Date

Ran

ge

S

ign

Dat

e R

ang

e

Sig

n

Date Range Sign

Date Range Sign


ATTENTION:

Place ALL 3 x 3 Square boxesaround the booth in front of

towers 1,2,3 & 4 of corresponding colors.

PHOTOS:Please refer to the photos on the next page for proper placement of all risers

and jewelry.

Lamps

Drop power here

TE

NT

Lu

ck

yC

lov

er s

ign

ac

ros

s R

T #

2 &

#3

RT #1

RT

#2

RT

#3

RT

#4

RT #5 RT #6 R

T #7

RT

#8

RT

#9 R

T #10

SR

#1

SR

#2

SR

#3

SR #4

SR #5

Brights

Ear

ring

Rac

k

on T

op /

Brig

ht o

n

Bot

tom

Bla

ck /

G

old

Brig

hts

Red

s P

end

an

t B

oard

on

To

p /

Bri

ght

on

Bo

tto

m

Neu

tra

ls

KEY

RT

SR

TENT LuckyClover sign

Date Range Sign

CS

CSCS

CS

CS


Mirror

Mirr

or

RD

RD

(Pla

ce in

fro

nt

of

SR

#3)

Milan Milan Collection Sign on Top/ Milan on Bottom BTBBTB

BTB

CS = Collection Sign

Brig

hts

Collectibles

Pen

da

nts

(Any M

uran

o

pe

nda

nt)

Rom

an

Ma

rcasite

SR = Single Riser

RT = Riser Tower

RD = Ring Display

BTB = Bracelet T- Bar

RT #1, 8 SR #1,2,3

RT #2

RT #3

RT #4

RT #5,6 SR #4

RT #9

RT #10

Pendant Board

Earring Rack

FRONT OF BOOTHS

IDE

OF

BO

OT

H T

HA

T F

AC

ES

CU

ST

OM

ER

S A

S

TH

EY

WA

LK

TO

WA

RD

S T

HE

DIS

PL

AY

RT #7

(Any Murano pendants)

SR #5

LuckyClover Set up Diagram – 7 (4ft) Tables

26

LuckyClover Booth Photos – 5 (6ft) Tables

Photo #1 Front of Booth

FRONT OF BOOTHLuckyClover Logo Banner

RT #5

RT #5

SR #4

RT #6

RT #6

FIRST TABLE – ON THE SIDE OF BOOTH FACING CUSTOMERS AS THEY APPROACH

RT #7

SR #5

RT #8

SECOND TABLE –ON THE SIDE OF BOOTH FACING CUSTOMERS AS THEY APPROACH

SR #6

RT #9 RT #10

These photos are for a 6ft table set-up. If you are using 4ft tables, SR#5 will not be between RT#’s 7 & 8. Please place SR#5 next to

RT#6 on the front table. Additionally, you will not have SR#6.

27

SR #3

RT #4 RT #3

SR #2

FIRST TABLE – ON THE SIDE OF BOOTH FACING AWAY FROM CUSTOMERS AS THEY APPROACH

RT #2

SR #1

RT #1 SECOND TABLE – ON THE SIDE OF BOOTH FACING

AWAY FROM CUSTOMERS AS THEY APPROACH

These photos are for a 6ft table set-up. If you are using 4ft tables, RT#1 will be on the end table facing opposite the front table.

Each tower has specific #’s of busts as well as style of busts and bracelet ramps. Please see listing below:

Tall Folding Bust (TFB)

Small Folding Bust White & Black (SFBW & SFBB)

Bracelet Ramp (BR) Medium 3D Bust (M3D) Large 3D Bust (L3D)

RT#1 5-SFBW 1-TFB 3-BR




RT#5 4-M3D 3-SFBW

RT#6 4-M3D 3-SFBW

RT#7 7-SFBW 3-BR

RT#8 9-SFBW

RT#9 7-SFBB

RT#10 8-SFBW

SR#1 1-SFBW

SR#2 2-SFBW

SR#3 1-SFBW

SR#4 2-T3D

SR#5 N/A

SR#6 N/A 28

LuckyClover Training Manual 29

LuckyClover Training Manual 31

Lucky Clover Manual Master

Business

Transcript of Lucky Clover Manual Master