The man said, "I've shopped at NLB many times, but this is the first time I've experienced service like this. It feels like I'm at a luxury car dealership. No, the service here is much better than that."
The woman nodded. "I know, right? Their service feels so natural and unaffected. They genuinely care about their customers. It makes me feel right at home."
"I'm all rested up. Why don't you go pick out some clothes? Let's find Xiaoxin again."
The woman got up with him. "From now on, if I'm buying NLB, I'm only coming to this store, and I'm only looking for Xiaoxin."
Xiaoxin had just finished with another customer, closing a sale. She was now at the register helping with the checkout. After bagging the purchase, she said, "Sister Zhu, I have the care instructions for the silk dress ready for you. If you ever need it ironed, feel free to bring it in anytime."
She walked the customer, Sister Zhu, all the way to the door. Turning back, she saw the couple and immediately broke into a warm, friendly smile. "Feeling better?"
"All better now. Thank you so much."
"Don't mention it. Next time you're at Xinyue Square, even if you aren't shopping, feel free to stop by and rest for a bit. You can have some coffee and dessert. We're always adding new desserts to the menu."
The woman laughed. "With service this good, I'd feel bad if I didn't buy a few more pieces today."
Xiaoxin quickly replied, "Oh, no, please don't feel that way. This is just part of our job. It's the basic mindset every salesperson at Yanghe Commerce is expected to have. You should only buy clothes you're truly happy with. If you don't like something, don't buy it; there's no need to waste your money. Would you like to browse on your own, or would you like me to make some recommendations?"
In the end, the woman chose two outfits, and the man picked one out for himself as well. Money was no object for them; the total came to nearly 6,000 yuan. But if it hadn't been for Xiaoxin's service, which made them feel the warmth of home, they might not have bought anything at all. After all, they weren't in desperate need of a new set of clothes.
He stood outside and watched for a while but didn't call out to Yang Na. She was currently in the employee break room. When things got busy on the floor, she would often come out to help. She never acted high and mighty just because she was the general manager; she was one of them.
Customers streamed into the store and emerged moments later with shopping bags. The closing rate was terrifyingly high.
It was a strange thing. Some salespeople act like they want customers to buy out the entire store, desperately pushing products on them, yet customers won't bite. Then, after the customer leaves, the salespeople might even curse them under their breath with insults like, "Broke-ass," or "If you can't afford it, why bother trying things on?"
At this Yanghe Commerce store, however, the staff simply focused on doing what needed to be done—and doing it to perfection. The concept of a hard sell didn't exist for them; their goal was simply to serve the customer well. They would even advise a customer against buying an item if it wasn't a good fit. This approach made customers feel their sincerity and warmth, putting them at ease and resulting in that terrifyingly high closing rate.
And this was just the beginning. There was still so much room for improvement in their service. Over time, the Yanghe Commerce stores would gradually widen the service gap between them and their competitors, creating an insurmountable barrier.
He stood there for a little longer and was just about to leave when he turned and spotted some familiar faces. On the other side of the storefront, Li Yang and Dan Biao were observing the customer traffic and sales. They hadn't spotted Yang Hui. Li Yang's face was dark, and Dan Biao looked equally grim.
Naturally, he had no intention of greeting them. He turned and headed deeper into the mall. Huang Lingyu had been messaging him every day, and he would occasionally reply. He didn't have any particular feelings for the former campus belle. 'Most men are probably the same,' he thought. 'Why invest emotionally in something you can have for money?'
"Xiaodan, ask what the sales figures are for the Wanlong Square NLB."
Dan Biao's heart sank. It was only 11:30 AM. Typically, making even one sale before noon was considered a good start. NLB's items were expensive, so they didn't make many sales per day, and foot traffic in the mall was always heaviest in the afternoon and evening.
Just as he'd feared, after seeing Zhang Li's reply, Dan Biao's expression soured. He didn't know how to respond.
"Well? Did you get an answer?"
He had no choice but to honestly report they hadn't made a single sale yet. Li Yang exploded, "A bunch of fucking idiots! All these years I've spent teaching you were a complete waste! Look at this Yanghe Commerce—they're a brand-new company! Now look at the appearance and poise of their staff! It's like a goddamn beauty pageant! Then look at your store's employees—a bunch of old hags! This is a high-fashion brand, not a retirement home! It's a fucking circus!
"You tell Zhang Li to fire the entire current staff. I want replacements between the ages of 18 and 30, and their looks and charisma had better be on par with this store's staff. We're a huge company, yet we can't even recruit better than a startup? Have you no shame?"
Dan Biao was so thoroughly chewed out he was left speechless. Looking at the sales associates over here, he was at a loss himself. 'How did Yanghe Commerce even manage this? How many young, pretty women are willing to work as retail associates these days? Even if you manage to hire them, they never stick around for long. There are too many temptations out there.'
'They can work at nightclubs or become streamers. It's easier work and pays more. Who would want to do this kind of exhausting, thankless job in a retail store?'
"And another thing—did you see that? These customers are all buying multiple items at once. You people reported to me that NLB's prices are too high to make add-on sales. You were just fucking lying to me, weren't you?! Look how they're doing it!"
Dan Biao was speechless. He had previously believed Zhang Li's reports, but the reality unfolding before him was a resounding slap in the face.
"Go review the store's add-on sale rate. I'm setting a new quota for it, and there will be consequences if you don't meet it. We have a fantastic brand, and the brand owner has given us so much support, yet you've managed to run it into the ground. You're embarrassing me."
'Fuck me, that's two new quotas in as many minutes. What are these rigid demands supposed to change? It's like we're charging into battle, and you just keep slapping more chains on us. The most important thing in sales is the result, but you keep micromanaging the process. Isn't that getting things completely backward? The add-on rate can be a tool to evaluate a store's performance, but when you turn it into a mandatory quota, you're just forcing us to fudge the numbers, like combining two separate sales into one!'
But he knew it was pointless to say anything right now. The performance of this other NLB store had completely ignited Li Yang's fury. If he dared to disagree, Li Yang would destroy him.
"As for this store's employees, tell Zhang Li to start poaching them. I'll give you a special allowance for it: anyone you manage to lure over can have a base salary 500 yuan higher than our current staff's. And don't worry about our existing employees getting upset. If they're not happy, they can quit. I've been wanting to get rid of that bunch of old, weak, useless cripples anyway."
Dan Biao grunted his assent. "Boss, Zhang Li already got contact info for two of their sales associates yesterday."
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