Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 1 Phase 2: Retail Policies and Procedures This document contains all retail policies and procedures that are to be introduced to a consultant during Phase 2 of the Consultant Development Course. We recommend printing one copy of each relevant policy or procedure document for your store. You will be notified by Global Retail Training or Global Operations when any of these documents are updated. Contents Grooming Guidelines...............................................................................................................................2 Sample Sachets ......................................................................................................................................3 Serving Drinks .........................................................................................................................................4 Complaint Handling .................................................................................................................................5 Aesop Customer Records: Cegid 2018 – 2019 .......................................................................................6 Aesop Customer Records: RetailPro.......................................................................................................7 Maximum Quantities................................................................................................................................8 Global Employee Discount Policy............................................................................................................9 Global Refund and Exchange Policy .....................................................................................................11 Negative Skin Reactions........................................................................................................................13 Oshibori .................................................................................................................................................14
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 2 Grooming Guidelines Aesop is scrupulous in sourcing ingredients of the highest quality. Our regard for quality and integrity extends to a passionate concern for impeccable presentation and design – from our packaging and labels through to our counters and signature stores. How we present ourselves is an extension of the Aesop brand. It naturally follows that the clothing we wear should be smart, sophisticated and streamlined, and our hair and nails meticulously kempt. This does not necessitate a wardrobe brimming with expensive labels; it simply means you pay concerted attention to your appearance, with key aspects of Aesop style and identity in mind. We trust this will be a great pleasure. The Retail Grooming Guidelines These guidelines have been curated for Retail, and for all Aesop employees who work in the retail environment. Head office support staff that assist in store are kindly asked to observe the guidelines whenever they work within an Aesop signature store or counter. The Retail Grooming Guidelines have been established to empower consultants and support managers in leading the representation of the Aesop brand in our signature stores and counters across the globe. Should you have questions regarding these guidelines, please speak with your Store Manager or RBM. The Aesop Apron The Aesop Apron allows customers to identify Aesop staff with ease. Generous in fabric and shape, The Aesop Apron has been designed with the wearer front of mind, and in careful consideration of the Retail environment which surrounds us. It has been shaped to compliment any physique and is intended to be worn during all customer-facing interactions. For tasks conducted away from the retail floor, the Apron should be respectfully hung up so that it can be utilised by the next colleague scheduled to serve and host customers. Colour Guidelines A simple, all-black ensemble is the preferred and perfect canvas for the Aesop Apron. Muted tones and natural colour palettes are allowed in signature stores, however, we ask you to avoid loud prints, and instead favour block colours. For counters, kindly refer and adhere to the specific guidelines that are in place at the department store, as requirements may be different. Clothing Guidelines Wearing unbranded, clean & pressed garments shows consideration for ourselves, as well as the customer; and we invite you to take the utmost care on these fronts. We suggest the following as a base ensemble under the Aesop Apron: • High, round or straight necklines are the ideal necklines under the apron. • Sleeves on shirts are a must, and garments that expose the armpit should be avoided • Undergarments must not be visible, including straps. Lowcut tops and long slits in skirts or dresses are to be avoided. • Block textures instead of lace or sheer fabric. • Natural fibres such as cotton, linen, silk, and wool are a comfortable choice over synthetic fabrics. • In the warmer months, we favour pressed shirts and Tshirts, accompanied by light weight trousers, dresses, tunics, skirts or shorts. At the knee or below is preferred. • Winter calls for wool, rich cotton, and cashmere. Trousers and shirts can be worn to complement a piece of knitwear. When it is particularly cold, consider wearing thermal undergarments so you can maintain a streamlined appearance and avoid too many outer layers. Heavy coats, jumpers, and knitted scarves are for your journey to and from work. • Clothing should not display any bold brand logos. • No fraying or ripped clothes. This includes ‘designer’ damage. • Clean denim without rips or visible wearing or fraying is welcome to be worn. Black and deep indigos are preferred. • No hats or caps. Your face and hair communicate the excellence of our products—display them proudly. Footwear Guidelines • For aesthetics and health & safety considerations, it is preferred that closed-toe shoes are worn. A back strap on covered /closed-toe shoes are an appropriate option for the warmer months. Leather brogues and flats are a flattering option for all seasons. • Simple black or white trainers are allowed and must be clean with no dirt or scuff marks on any part of the shoe. No embellishments or bold brand logos. • You’re going to be on your feet—comfort is important Grooming Guidelines • Hair must be clean and brushed, with no extreme colouring or styling. Facial hair should be shaped and manicured. • If wearing makeup, it should be neat and understated. • Jewellery should be minimal. • Nails should be kept short and clean. Where nail polish is worn please consider classic colours such as reds or natural, and ensure it is chip-free. • Do not neglect the use of deodorant, you will be in close proximity to customers. • Non-Aesop fragrances negate and distract from the instore experience and so we encourage Aesop fragrances to be worn. • Following your meal and/or smoking breaks, ensure hands and teeth are clean and fresh. Responsibility These guidelines have been curated to provide space for personal style, whilst nurturing a sense of familiarity and appropriate formality of our retail spaces. We thank our colleagues for making daily decisions that are right for our customer and brand and encourage an open dialogue on how you can individually and collectively represent the Aesop brand to our customers and communities with pride. Should you have any questions or suggestions, or need further guidance on the above, please ask your Store Manager or RBM for guidance – as the custodians of our brand, they are armed to support you.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 3 Sample Sachets What are they? Aesop produces single-use sample sachets of products from our Skin Care, Hair Care and Fragrance ranges. Sample sachets are a prescriptive tool that allow our customers to experience products in the comfort of their own home. It is Aesop policy to offer sample sachets to customers with consideration and purpose. How many? We suggest offering sample sachets of no more than three different products per interaction. However, this should never occur to the detriment of a customer relationship. If a customer has visited for a Facial Moisturiser, providing them with a full sample routine of Masque, Exfoliant, Skin Care+ and Shampoo is going to be overwhelming. Always consider what will offer the individual the best experience of Aesop. We provide the customer with two sample sachets of each product, so they can experience the product on their skin both morning and evening. Exceptions: • B Triple C Facial Balancing Gel (two sachets per single application) • Facial masques (two sachets per single application) • Moroccan Neroli Shaving Serum (two sachets per single application) • Hair conditioners (as per hair length, but no more than four) • Facial oils (one sachet offers two to three applications) • Eye products (one sachet offers two to three applications) How? You should always take the lead and determine which sample sachets you will provide the customer. Do not ask the customer “What would you like to try today?”- it is unlikely the customer is familiar with every product we have on offer. Consequently, this question may result in the customer requesting something that does not offer the best outcome for their skin. Your choice of sachets should be based on the information you have gained from the customer regarding their: preferences, current skin or hair type, environment, routine and/or the products the customer has purchased. When providing the customer with samples, please outline: • How to use it • When to use it • How it will feel When? Aesop sample sachets should never be offered prematurely, or jeopordise a full-sized product sale. Overcome any customer concerns, help them prioritise, and answer any questions before you offer sample sachets. Who for? Sample sachets can be offered to all customers who enter our space. This is not to say they must be provided during every interaction. Below is a guide: • Customers with sensitive or reactive skin: Provide them with samples of the products you have prescribed so they can perform a patch test at home. • Customers who purchase the suite of products you have introduced: Provide sample sachets that complement the purchase • Customers who do not purchase all the products you have introduced: Provide sample sachets of the products shown but not purchased • Customers buying a gift: Offer the purchaser samples sachets of Skin Care based on how their skin is feeling on that day. • Engaged customers who visit but do not purchase Provide sample sachets of one or two products, along with a brochure and a pricelist Serial’ Samplers If a customer visits requesting sample sachets of specific products, ask: ‘Have you tried [product] before?’ • No? – Redirect to sink – ‘How is your skin feeling today?’ • Yes? – ‘How was it?’ – redirect to full size and pricing. Travel Occasionally, customers request large quantities of sample sachets to use while travelling. We do not provide sachets for such use, and customers should always be directed to the small travel sizes and/or travel kits. We always encourage customers to keep and reuse empty Aesop bottles and jars for this purpose. Gifts Aesop sample sachets are a strictly prescriptive tool. They are never to be used as gifts to reward customers for purchasing large quantities of full sized product. If your customer makes a large purchase, please offer them a complimentary 15mL or 50mL. Please discuss with your manager how and when to introduce complimentary product to customers. Invitation to Return Always invite the customer to return to your space to share with you their experience of the sample sachets provided.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 4 Serving Drinks The notion of hosting is of the utmost importance to us. We welcome, guide and farewell our customers in a manner akin to a friend visiting our home. It naturally follows that at any given time we can offer our customers some water or a cup of tea to ensure optimum comfort. During the cooler months, we serve a tea blend produced specifically for Aesop to use in-house. In warmer weather, filtered tap water is served. Every signature store has been allocated a teapot, a bag of Aesop Blend Tea, a Glass Water Decanter and a supply of ceramic cups. Counters can elect to order these items if required. Select locations also have coffee machines, allowing them to extend another gesture of hospitality—offering an espresso. The Aesop Tea Blend The Aesop Tea Blend contains three ingredients: Rosehip, Licorice Root and Peppermint Leaf. Set Up At the beginning of the day, prepare your Aesop Tea Blend, or Glass Water Decanter – never both. Place in an easily accessible location with a stack of ceramic cups nearby. Aesop Tea can be enjoyed either hot or cold. We never serve undecided, lukewarm tea. Two pots can be made with the same leaves. You may choose to add mint or lemon—never both—to flavour the water. Replenish tea or water and ceramic cups throughout the day. How? Tea and water should be offered in an effortless and unassuming way. Asking your customer ‘Would you like some tea/ water?’ is often met with a hesitant ‘No thank you’. Simply pour a cup of tea/ water and hand it to the customer. Accompanying with words akin to ‘Here is some tea/ water for you’. When working with a colleague, one can attend to the customer and the other to refreshments. Done properly, the entire act is seamless. Espresso requires a different approach. Not everyone enjoys coffee without milk and sugar. We suggest asking ‘Can I make you an espresso?’ Mornings—Saturdays, in particular—or post lunch are the best times to offer an espresso. When? Beverages should always be offered with consideration for the customer. Some appropriate times to offer a beverage are: • When a customer is browsing and their hands are free • When a customer has arrived at the point of sale • When a customer is waiting (such as for gift wrapping) • When a customer is seated in the store Some inappropriate times to offer a beverage are: • When a customer has their hands full • When a customer is clearly in a hurry • When the customer already has a beverage with them
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 5 Complaint Handling Handling compliments and complaints is part of working in Retail. Natural human behaviour dictates that the reach of complaints is far wider than that of compliments. Customers the world over are more likely to speak to others about negative experiences than positive ones. An unfortunate status quo, but one we must accept. Our roles require us to be honest, sincere and intelligent retailers, and the way we approach retail and customer service means that complaints are few and far between, but their rarity means that when they do occur we must be ready to deal with them. How to respond We use the following 4 step model when responding to complaints or concerns: Acknowledge, Clarify, Respond, Confirm 1. Acknowledge: Show the customer you have listened. 2. Clarify: Develop a deeper understanding of the concern. 3. Respond: Answer based on what you have discovered 4. Confirm: Check that the concern is now resolved Our guidelines When lodging complaints, some customers may have premeditated stories and a defensive attitude. Always take a calm approach when addressing these customers, listen carefully to their concern before responding. You should feel empowered to resolve problems. Should the need arise, complaints can be directed towards management or Head Office. What is important is delighting the customer by resolving the difficulty in a timely and considered manner. How to achieve this • Let the customer speak • Remain calm • Aim for a resolution • Err on the side of generosity • Aim for a win / win situation • Act fairly and proportionately • Gain the customer’s trust to show them you are interested in a resolution • Never lose a customer. Instant customer pacification is the responsibility of each employee • Empathise with the customer, in a genuine way • Paraphrase to demonstrate you have understood the problem • Respond to complaints in a timely manner and follow up if required What you can offer To rectify difficult situations, you may think about offering: • A refund (within scope of Returns Policy) • An exchange (within scope of Returns Policy) • Complimentary product (full sized or 50mL) • A follow up email / call • Invitation to return • Your name and store contact details • Head Office phone number or email address • Product information (website, FAQs, brochure) Returns The majority of the complaints we receive involve Aesop products in the form of incompatibility, negative skin reaction, or faulty packaging. Please see the Global Refund and Exchange Policy for more information on how to handle these situations. Returned products must be lodged on the Product Quality Issue and Return Report which is located on the Product Page on Agora. Remember Aesop staff are never reprimanded for offering product, refunds or exchanges they believe are absolutely necessary to rectify a situation.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 6 Aesop Customer Records: Cegid 2018 – 2019 At Aesop, we invite customers to create a customer record with us. Information acquired from customers includes first name, last name, email address, and/or contact number. These details are stored in our point of sale system and can be accessed at any time in the future by the retail consultant. For a prescriptive brand such as Aesop, customer records are a vital customer service tool. Please note, this policy is exclusive to staff in the ANZ region. The content will be amended in 2019 in concert with the implementation of the Global Federated Profile System. Why create a record? The creation of a customer record extends the customer’s experience beyond that moment in store. It enables them to feel comforted that we have a detailed outline of our relationship with them, which will aid to strengthen our affiliation and ongoing conversation. Benefits to the customer include: • A view of their two-year history with Aesop that details in-store purchases • A record of any samples we have provided • The option of an emailed receipt, rather than printed • The opportunity to receive communications from Aesop, including product news, event invitations and cultural newsletters What information is required? To create a customer record three of the following four fields are required: • The customer’s first name (mandatory) • The customer’s surname (mandatory) • The customer’s email address (preferred) and / or • The customer’s mobile phone number It is imperative an accurate email address or mobile number is obtained from the customer. This information acts as the unique identifier for each customer in the system. Email address should take preference as this is our single method of communication with the customer. How do I obtain this information from the customer? Be confident and conversational, not hesitant or rigid. Simply offer to make a record for the customer. Below is some language that may assist: • ‘Let me look up your details, may I have your email address?’ • ‘I will create a record for you so you have an outline of the products and samples you received today’ • ‘What is your email address?’ How do I enter this information into the point of sale? All data must be entered directly into the point of sale before the transaction has been completed. Below are our guidelines: • The customer’s first and last name must begin with a capital letter. All subsequent letters should be lowercase • Emails should be entered in lowercase, all letters and symbols must be present • The customer’s mobile number must contain a country code, please drop the first zero on the mobile number • No spacing or hyphens when entering a mobile number Remember to validate with the customer that you have entered the data correctly. What happens after the data has been entered? The customer will receive a single welcome email from Aesop. This will prompt them to respond should they consent to receiving further communications. Should the customer choose not to respond to the email, they will not receive any further contact from Aesop. Consent and privacy At Aesop, we take privacy and consent very seriously. Customer data is only ever used internally, and never given or sold to external parties. Below are guidelines: • We do not collect and store a customer’s personal information if they are under the age of 16 • We do not divulge details from a customer record to anyone other than the owner of the record. How do I confirm the identity of someone hoping to view details in a record? To confirm the identity of a person hoping to view details in a record we must ask them to verify their email address and one item from the following list: full name, contact number, recent transaction history, last time shopped with us. Below is some language that may assist: • ‘Julia what is your email address? May I have your surname to confirm I have the correct record?’ • ‘Let me look up your details, may I please have your email address? To confirm I have the correct record may I please have your first name and surname?’ Remember • Be confident • Offer don’t ask • Don’t use the word data base • Check to ensure all information has been entered correctly • Don’t leave customer records ‘active’ on the computer screen
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 7 Aesop Customer Records: RetailPro At Aesop, we invite customers to create a Customer Record with us. Information acquired from customers includes name, age, skin type, email address, and postal address. These details can be accessed by the retail consultant at any Aesop location using RetailPro (our Point of Sale program). The information we gather is vital, allowing us to: • Keep an electronic record of customer purchases · Invite customers to suitable events • Introduce new products and services • Share our monthly newsletter • Deliver better service, such as communicating product discontinuation For new customers to Aesop, your responsibility is to create accurate and complete Customer Profiles in RetailPro while adhering to the Aesop Privacy Policy. What is the most effective way to request this information? By being confident, avoiding the word ‘database’ and making sure you attempt this task with all customers making a purchase; even those leaving with sample sachets only. For new customers you might like to say/do: ‘Please fill in this Customer Profile Card while I prepare your purchase. This will keep an electronic record of your purchases and allow us to keep in touch with you after you leave today.’ If a customer would like more information mention no more than two additional benefits: • ‘From time to time we host events which we would like you to be part of…’ • ‘Allows us to introduce you to new products and services’ ‘Allows us to share our monthly newsletter with you…’ • ‘Keeps a record of the sample sachets you will be leaving with today…’ Once your customer has agreed, allow the following points to guide you. • The preferred way to capture customer details is to use the Customer Profile Cards provided. • As a minimum, please capture a postcode (zip code) and country of residence, should a customer wish not to leave an address. • Should a customer not tick the ‘consent to receiving email and other correspondence from Aesop’ box, please ask if they would like to hear from us. • Please note that just because a customer has provided an email or postal address it doesn’t automatically give us the authority to communicate with them after they leave. • Once completed, check legibility and clarify if necessary. Pay attention to name, phone numbers and email addresses in particular. • Thank your customer for completing the Customer Profile card and place it face down on the counter. • Enter new customer details into RetailPro once the customer has left, ensuring you tick the allow email, allow phone and allow post checkboxes if consent has been given. • Once the information has been entered, shred (or tear) the completed card and recycle. So does this mean I cannot enter customer details directly into RetailPro? The preferred method to obtain customer details is via the Customer Profile card, however you may enter customer details directly into RetailPro, providing the following protocol is followed: • Ensure other customers are not in close proximity to the POS – we respect customer privacy at Aesop. • Verbal consent from customers is necessary for us to be able to send emails and other correspondence. You could say: ‘We would like to keep in touch with you after you leave here today. Would you care to leave an email address to enable us to do this?’ • Thank your customer and refer to the Aesop Privacy Policy online. You could say: ‘Thank you for providing this information, please be assured we will handle your profile information with the utmost respect and care for your privacy. Our privacy policy can be found at Aesop.com.’ What happens if a customer says ‘no’? We appreciate that some customers may not wish to create a Customer Profile with Aesop. Should a customer say ‘no thank you’ this is fine, please do not push. Should I take the same approach for returning customers? For returning customers to Aesop, your approach will be different, and posed as a question: • ‘Do you have a record with Aesop?’ • ‘Have you left your details with us before?’ • ‘Have we established a Customer Record for you in the past?’ If a customer answers ‘yes,’ search RetailPro. Once you have found your customer, check their contact details are current. If a customer answers with ‘I am not sure’ search RetailPro and if they cannot be located, follow the same procedure as if they were a new customer. If a customer answers with a definite ‘no’ then again follow the same procedure for new customers. If a customer says ‘no thank you’ or ‘I am okay’ then please do not probe for more details or try a different approach.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 8 Maximum Quantities What is the policy? Customers are only permitted to purchase a maximum of five units of each product. Why? Aesop is aware of grey market and on-selling activities across the world and we wish to limit this because it can be damaging for the enduser and for brand perception. Exceptions There are circumstances when we would sell more than five units of a particular product to a customer. They are: • Corporate Order – direct to enquiry form on our website. • Obvious bulk order for gifting purposes How? It can be difficult to refuse a sale. However, the following phrases may assist. • ‘Are they products for personal use? We sell products for personal use only…’ • ‘For large orders may we direct you to our website where you can lodge a corporate order enquiry…’ Remember that we are within our rights to refuse a sale. Signs Signs that a purchase may not be genuine: • High quantities of sought after Aesop products (such as Parsley Seed Anti-Oxidant Eye Cream or B Triple C Facial Balancing Gel) • Products for a range of skin types • Quantities that could not possibly be used by one person within the ‘best before’ period. • A large list of many ‘popular’ or high-priced items
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 9 Global Employee Discount Policy Introduction Employees are offered a staff discount of up to 50% when they purchase products from any Aesop signature store or online. The discount is intended for employees to purchase products for personal use and occasional gift giving. The discount allows employees the opportunity to experience a greater range of products throughout the year. Scope All full-time, part-time, temporary and casual employees are entitled to purchase Aesop product at the employee discount rate from the commencement of their employment. Contractors are not entitled to employee discount. Purpose This document sets out Aesop’s policy on employee discount entitlements, including the rate of discount and the spend limit. Definitions • Employee: an individual currently employed and paid directly by Emeis Cosmetics, Aesop and any of its subsidiaries • Personal use: purchases intended for personal consumption. • RRP: recommended retail price. • Discounted rate: the lowered retail price intended for individuals currently employed by Emeis Cosmetics or Aesop. • Occasional: occurring at irregular or infrequent intervals. Policy Employees are offered a staff discount up to 50% when they purchase products from any Aesop signature store or online. This discount is offered on most (but not all) products and is capped annually per employee. Reporting Period Currently the financial year at Aesop is aligned to the Calendar year running from 1 January until 31 December. Local annual capped rates for discount are provided at the end of this policy. Once an employee has reached their limit, products can only be purchased at the full RRP until the new employee discount reporting period commences. These discount reporting periods may vary in each subsidiary, and employees should seek confirmation from their local Retail Operations colleagues. Purchasing Limits As the employee discount is acceptable for personal use and occasional gift giving only, Aesop expects a variety of products to be purchased. Aesop will randomly assess the quantities and value of employee purchases, and will address concerns on an as needs basis if it is found that employees are purchasing unusually large quantities of certain products, in one, or several transactions. Employee Discount Exclusions • Employees must not re-sell product purchased at the employee discount rate or participate with, or facilitate any other person in the re- selling of product purchased at the discount rate. • Any distribution of Aesop product by an employee for any form of gain will be treated as serious misconduct. • Employees will be held accountable for any such actions that may be carried out by their immediate family or friends, regarding product purchased by the employee with their employee discount privilege. Fringe Benefit Tax There are varying employee tax implications globally and employees should seek guidance from the local Payroll Provider, Regional HR or Finance or an Employee Tax professional. It is the employee’s personal responsibility to be aware of their personal tax implications and how the use of the discount policy may impact on their personal tax. Gift Giving Gift giving is an important part of Aesop, and we do not intend to discourage employees from using the discount to purchase the occasional gift. Examples of appropriate and inappropriate gift giving include: Appropriate gift giving: • Birthday/Christmas gifts for family and friends • House warming gifts • Thanking a family, friend or neighbour Inappropriate gift giving: • Purchasing a large quantity of a particular product • Purchasing an entire skincare regime for family and friends If in doubt, remember that we give a gift with a discount; we do not give the gift of a discount. Responsibilities It is the responsibility of global retail operations to: • Monitor employee spend. It is the responsibility of employees to: • Adhere to this policy; and • Monitor their purchases at the discounted rate, by liaising with their global retail operations team for updates on their YTD purchases record.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 10 Processing the Transaction in Store Retail staff completing a transaction are responsible for ensuring that the employee is entitled to the discount rate and that the purchase complies with this policy. The employee putting through the transaction may request identification when the employee purchasing product is not personally known to the employee. Staff are never permitted to put through their own transaction, prepare for processing or package any part of their own purchase. An individual processing their own sale, or processing the sale under another employees’ name without permission is considered a breach of the Code of Conduct, relevant local country policies and procedures or employment contract. The employee must be present for any staff discount sales, and staff discount is not transferable to family and friends if the employee is not physically present in store to take part in the transaction. Product is not to be put on hold or otherwise removed from the retail shop floor prior to being purchased. Product purchased internationally at the employee discount rate will be reconciled back to the employee purchasing records, and will contribute to the annual discount cap, like all local purchases. Activating the Discounted Rate Online To use the employee discount online, employees are to register an account on aesop.com with their Aesop email address and then e-mail IT helpdesk on [email protected] with the subject Hybris Request – Add Staff Discount to have their account registered as an employee. Once added, employees will receive an email to access their account online. Aesop reserves the right to alter or remove this discount at any time. The Return Process Return of any product purchased at the employee discount rate is subject to the same return / refund criteria that apply to customers, and must be processed under the same employee profile which the product was purchased. The return transaction must be completed where the purchase was made, after the product has been verified as having been purchased by the employee. Local Employee Discount Cap Country Discount Cap (RRP) Australia AUD 4,000 Austria EUR 2,600 Brazil BRL 10,000 Canada CAD 4,000 Denmark DKK 20,000 France EUR 2,600 Germany EUR 1,00 Hong Kong HKD 23,500 Italy EUR 2,600 Japan JPY 345,000 Korea KRW 4,00,000 Macau MOP 25,000 Malaysia MYR 13,000 New Zealand NZD 4,300 Norway NOK 25,000 Singapore SGD 4,300 Sweden SEK 25,500 Switzerland CHF 3,000 Taiwan TWD 92,500 United Kingdom GBP 2,400 United States of America USD 3,000 The local equivalent discount cap rates will be reviewed annually to account for any significant exchange fluctuations Breach of Policy Any breach of the Aesop Global Employee Discount Policy will be investigated, and outcomes will be determined by the company, outcomes of which can include termination. The Policy Review Process The Company has the right to review the Global Employee Discount Policy at its discretion, and make changes without notice.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 11 Global Refund and Exchange Policy Aesop Retail Consultants are required to accept all returns and exchanges without hesitation. You must never be reluctant to process a refund in fear it will negatively affect your store’s daily target, even if the original purchase was made in a different store. Graciousness and unconditional customer service may mean a customer returns to your store for their next purchase instead. If a customer returns with product to your store, this is an opportunity to re-engage with them and create a long-lasting positive impression. Guidelines • The priority is resolving a customer’s concern. Reassure the customer that you will find an appropriate solution for them. • Listen to the customer and focus on their concerns in a positive way to find an amenable solution. • Product that has been purchased from an Aesop signature store, or Aesop.com, can be returned or exchanged in any signature store within the country of purchase. • An exchange of equal or greater value in the local currency can be offered for product that has been purchased in another country. If the exchange is for a product of greater value, the customer is required to pay the difference. Please note that monetary refunds cannot be issued due to differing currency, pricing and taxation laws. • Customers returning product purchased from an Aesop stockist or department store should be respectfully directed to the place of purchase if they wish to seek a refund. The return will be subject to the returns policy of the original place of purchase. However, if the customer expresses that this will be a challenge or inconvenience, please offer an exchange of equal or greater value. If the exchange is for a product of greater value, the customer is required to pay the difference. • Returns that occur due to customer negative skin reaction or manufacturing fault should be reviewed and exchanged. A refund is permissible with proof of purchase. Country specific requirements and refund time frames Country-specific consumer law should be referenced to govern refund time frames. Please speak to your local Retail Operations team or Retail Business Manager (RBM) or Cluster Manager (CM) for further guidance on local consumer law. Please remember to consider each circumstance individually and to use good judgement. Always consider our overarching principle of exceptional customer service. Handling returned product. Returned or exchanged product must not be sold. Aesop tamper evidence does not offer a guarantee against adulteration of product. All returned or exchanged product should be adjusted in the stores. Deface the product barcode with a black permanent marker. Deface the label for glass packaging that will be recycled. Any return or exchange that falls under the reasons listed below should be reported in a timely manner on the Product Quality Issue and Return Report on Agora. This is to ensure that all information is fed back to the Product team to address. • Negative Skin Reaction (must be reported on the day of return or exchange) • Packaging Fault (relating to manufacturing) • Product Fault (aroma, appearance, skin feel) • Damaged in Transit (relating to damage by courier/freight company in transit from warehouse to store) When a Gift Kit, Duet or Skin Care Kit is returned, products within must be reported individually on the Product Quality Issue and Return Report. • The entire kit should only be reported in the exceptional circumstance that the issue cannot be associated with a single product. • Should you have any urgent questions or requirement for further conversation around a product, please contact the Technical team directly: [email protected]. This inbox is monitored, and your email will be responded to as soon as possible. The following return or exchange reasons do not require a report as they do not relate to the performance, quality or packaging of the product: • Customer Change of Mind • Incorrect Purchase/Unwanted Gift These items should still be returned and written off as per the Global Inventory Adjustments Policy, even if unopened, and not returned to shelves for sale. Reporting a negative skin reaction requiring medical attention Any incident where a customer has a Negative Skin Reaction and states that they have sought medical attention must be reported within 24 hours of the customer visiting the store. • Consultants should not feel compelled to apologise or accept responsibility for the reaction. • Consultants will utilise the Back of House device to report the details discreetly. • Please complete the Product Quality Issue and Return Report with the following information: o Customer name o Contact details o email address or phone number o Date of reaction as observed by the customer o Verbal consent from the customer to be contacted (the customer may not wish to be contacted) o Details of how the matter was resolved, i.e. refund, exchange or Aesop Gift Card In line with our commitment to product excellence and customer care, it is important that all Retail Consultants are aware of the reporting priority in this circumstance.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 12 What to do with adjusted stock All product must be written out from the point of sale by Store Manager. This process does not require review by the RBM or CM. Every month, inventory that is adjusted out by the Store Manager must be signed off by an RBM or CM before unopened product is distributed to Retail Consultants for personal use. Where an RBM or CM is not able to sign off the stock, your local Retail Operations team will provide you with guidance. High-volume product adjustments (due to packaging faults) and customer returns (due to unwanted gifts or change of mind) may be considered for donation. Please ensure that the products remain unopened with no disruption to the internal product formulation. For more information, please refer to the Global Product Donations Policy. If the product is unsuitable for use or no longer legally compliant, it must be discarded safely. Please refer to the Global Inventory Adjustments Policy for detailed guidance. Refunds A refund can be issued upon presentation of proof of purchase which can be in the form of: receipt (paper or electronic); a bank statement (note: multiple items purchased on the same receipt will not appear itemised on a bank statement); customer profile history in Retail Pro or Cegid; or if you or your colleague recalls selling the item to the customer. The refund should be issued via the same tender as detailed on the proof of purchase i.e. cash, credit card or Aesop Gift Card (where applicable). Exchanges If the customer is unable to provide proof of purchase, or presents a gift receipt, please honour an exchange of equal or greater value at recommended retail price (RRP). If the exchange is for a product of greater value, the customer is required to pay the difference. If the customer does not wish to exchange for another product/s to the value of, or less than the value of, the returned product, an Aesop Gift Card can be issued where available. If an Aesop Gift Card is not available, an exchange will need to be honoured. Returns from Aesop.com All Aesop.com purchases can be refunded in store in accordance with these guidelines. For purchases made through an alternate payment gateway, such as PayPal, the local Aesop Online/eCommerce team should be contacted to assist in processing the refund. If they cannot be contacted, the customer should be offered an exchange in-store or guided to contact Aesop Online/eCommerce directly. Returns from Kits, Duets and Gift Kits If a customer wishes to return a single product from an Aesop Kit or Duet, please exchange the item for an alternative product to the same or lesser value. If the customer requests a refund, they must present the kit in its entirety along with the proof of purchase. When a kit is returned, products within the kit must be reported individually on the Product Quality Issue and Return Report. The entire kit can only be reported in the exceptional circumstance that the issue cannot be associated with a single product. International returns Due to differing currency, pricing and taxation laws, we cannot offer a refund for an Aesop product that has been purchased in another country, even with proof of purchase. If a refund is requested, the product will need to be returned in the country of purchase. Please honour an exchange of equal or greater value of the product in the local currency and write off the product/s. Points to remember A customer should be pleasantly surprised and soothed by the way a return or exchange is handled at Aesop. • Listen to your customer’s concerns and reassure them that you will find a solution • Show empathy and act in a generous manner. This will mitigate any potential negative customer experience • Consider the impact of a negative customer experience to your store or counter and Aesop • You will never be reprimanded for giving a refund or exchange
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 13 Negative Skin Reactions If a customer were to suffer an adverse reaction to a skin demonstration, it is important to remain calm. It is a principle of product development at Aesop that all testers and finished products meet our stringent quality standards. Aesop’s product safety and quality procedures have been designed with this principle in mind. Our primary objective is to ensure the safety of our products for all Aesop in-store demonstrations. Our global approach to Aesop product safety Aesop is a global brand with a presence in approximately 20 countries around the world. Where possible, we have adopted a global procedure which encompasses the product safety and reporting requirements for all of our markets. This includes our procedure for resolving adverse reactions reported by our facial treatment customers. Ensuring skin compatibility for a skin demonstration Consultation with the customer is an important stage of the Aesop experience. It is important that skin concerns, known allergies and current medication are disclosed during the consultation process. Current Allergy Cards are available on Agora for the following allergies: • Nuts • Wheat • Soy The appropriate allergy cards should be printed and used as a reference during the demonstration, and to also assist the customer in selecting suitable products. If in doubt, do not apply any products and advise the customer that you will contact the R&D department for further information before proceeding. Procedure for resolving adverse reactions during an Aesop Sink Demonstration If a Customer reports experiencing an adverse reaction to an Aesop product during the demonstration, the consultant should complete the following steps. 1. Discontinue the sink demonstration and determine mode of action The consultant should always recommend that the demonstration should be concluded if they’re concerned it may have contributed to a visibly adverse reaction. Consultants should not recommend treatment for the reaction, other than quickly rinsing the area with tepid water. In the case of a serious adverse reaction, it may be recommended that a Customer consult a doctor or a dermatologist. a) Wash all products off using room temperature - cold water only b) Monitor the reaction, with view to call an ambulance if the reaction worsens and presents life-threatening symptoms. c) If the reaction does worsen, close the store temporarily, call an Ambulance and wait with the Customer until services arrive. d) Suggest that the customer seeks medical advice from their General Practitioner if suffering from a skin or eye reaction. e) Offer to provide an ingredient list for the customer to take with them for medical consultation. 2. Offer a refund Customers should be offered a refund for any products they may have purchased during their visit. If appropriate, a consultant may wish to recommend a suitable alternative in the Aesop range. However, the Customer should be cautioned to take sachets to their GP prior to patch testing. 3. Submit a product quality form Any time a Customer reports experiencing an adverse reaction to a sink demonstration, a Product Quality Form should be submitted. The form is available on Agora under Retail. The form should include a detailed description of the reaction. 4. Serious adverse reactions In the event that a Customer is distressed and the event cannot be resolved by the consultant, the Store Manager and RBM, should be contacted for further advice. In addition to the Product Quality Form a separate email should be sent by the store manager to [email protected] including a detailed description of the incident and the contact information of the Customer. It will be the responsibility of the relevant manager and the Quality department to investigate and resolve a serious adverse reaction.
Consultant Development Course Store Manager – Phase 2: Retail Policies + Procedures 14 Oshibori At Aesop the notion of hosting is one that is of utmost importance to us. While many lesser establishments may offer a coarse paper towel to dry customers’ skin during product consultations or Facial Treatments, the Aesop customer is provided with a freshly laundered towel, either warmed or chilled, to provide comfort and tactility. During the coolest months of the year, the customer’s skin should be handled with a warmed towel. Conversely, when a customer enters your door during the warmer months, showing signs of being addled by the summer heat, handing them a towel which has been chilled, to wipe their brow or chest, is likewise encouraged. How? There are numerous opportunities for a towel to be offered to a customer. It may be intolerably cold outside, and a customer enters from the rain. While you take their umbrella or coat, simultaneously place a warm towel in their hands. Words may not be necessary, as the heat of the towel will express your intent. However, a line such as; “A warm towel for you” will suffice. During the warmer months, all stores with a fridge should be equipped with chilled towels. Spaces with a glass-doored fridge, front of house, may store towels here, provided VM’s instructions are heeded. When working with a colleague, one can attend to the customer and the other can fetch the towel from the fridge or warmer. Set Up Hot towels At the beginning of the day take a portion of clean towels and switch the towel warmer on. Fill the sink with about 20 cm of warm water, or enough to immerse the towels. While the water is running, add five to seven pumps of either A Rose By Any Other Name - or Coriander Seed - Body Cleanser. The botanicals in these Cleansers impart a warming and soothing effect. Immerse the towels in the water, and leave to soak for 20 minutes. Remove from the sink, squeeze to remove excess water, roll, and place in the towel warmer. The towel warmer should be housed near the sink, out of sight. Please note that most towel warmers will need an hour or more to warm the towels thoroughly. Be mindful of this during your first hour of trade, and rotate accordingly. Cold towels The same process of soaking towels, then rolling applies. For seasonal variation, consider employing Aesop Animal, or Geranium Leaf Body Cleanser to provide refreshment. When? Your aim should be to have adequately temperate towels for all customer exchanges. A dry, room-temperature towel may be preferable for concluding a sink demonstration, and prior to applying hydration to the skin. In all other situations, a chilled or warmed towel should be the preference. • When tea is served, consider handing the tea cup to the customer wrapped in a warm towel • When a customer first enters the space • To commence a sink demonstration, use a warm towel on your own hands and then the customer’s • To remove Cleanser from the hands if a customer is demonstrating Body or Hair Care