General Information

Brand name: Louis Vuitton

Team composition: Adharsh Gukan . Atrima Ghosh . Gowtham Samy . Liwen Zhu . Nandil
Bhatia . Sakshi Gupta . Sofia Ababou . Wu Xiwen . Yousra Damir

Store location Scenario

Montaigne 1. Buying a wallet as a gift to a male friend
2. Tourist buying a handbag for herself
Lafayette 1. Tourist buying a scarf for herself
2. A student buying a gift for his father
St Germain 1. Buying engagement gift (wallet or belt) for boyfriend
2. Getting a graduation gift for his brother in India
Brand DNA & Codes
DNA

Travel Legacy (Journey)

Royalty Napoleon

Codes

Custom designed Trunks

Chain
Iconic Monogram & Square Design

https://www.youtube.com/watch?v=hzp_gshdwsM
 First Impression

First impression when entering the stores Welcoming ritual

Best practices Best practices

- WOW stores compared to other brands - Offered water or drinks when we were waiting (only
- Very pleasant and cheerful SA one of us the Chinese - not the other 2)
- Full of Chinese people

Worst practices: Worst practices:

- Mannequin being set up right on the front counter
- Asked what we wanted to buy while waiting in the
queue
- SA engaged in conversation with selective few
while in queue
- Electricity cuts
- Cold security guard and SA
- No one to welcome us, even when we insisted (even
free SAs)
- Cookies and drink from previous customer
unfinished
 First approach by a SA

Best Practies Worst Practices

- Do you speak English? How can I help - Asked for a family background so the SA
you today? could help us better.
- Apologising for the wait, trying to explain why
- Because all SA are busy so you will have to
it took so much time.
wait
- Getting to know the purpose of purchase
- No curiosity about the background for the
purchase
 SA professional knowledge

Best Practices Worst Practices

- Advised not to buy a more expensive wallet
since the leather was too delicate for the humid
Chinese weather ( LT relationship)
- Good knowledge of the different types of
leather and even manufacturing (Technical
words)
IMPRESSIVE
- SA did not know the material of the scarfs and
had to read the labels
- SA unaware of online purchase of LV products
- Limited knowledge of products; e-store catalog
used heavily
 SA attitude (aesthetic dimension of service)

Best Practices Worst Practices

Well dressed staff in all stores
Offered refreshment and snack
SA walking in front of us rather than accompanying
us
SA not accompanying us from one section to the other
SAs being shy, nervous and unpleasant
SA with us physically only (watches other clients),
makes us sit very quickly, goes to other clients
 SA Human Skills (warm attitude, ability
to make comfortable, self esteem)

Best Practies Worst Practices

- Friendly SAs, helpful and willing to give - SA never smiling, only when we said wed
advice, welcoming leave
- Even though SA realised we would not - SA looking nervous and shy (probably a
purchase, her interest and enthusiasm didnt go newcomer)
down
 SA selling skills

Best Practies Worst Practices

- Showing us wallets with enthusiasm Not offering recommendations
- Taking the customers from one shelf to the Presented products online rather than in store
other and suggesting combinations. (no emotions)
- 2 SA at the same time (feeling loved) Go to Le bon march without giving
indications
Not giving substitutes for out of stock products
Hurrying us to go to a different store because of
their limited stock (for a specific product)
Why did we get 2 cookies? We were 3 !!
PS: Stock changing every hour (Im sure it will be
gone by this afternoon)
 Staff reactions

Reaction when you decided not to buy
Very accommodating, no pressure to buy
Card with reference numbers of the scarves we
liked
Reaction when you asked a reservation
Not possible for some items because of limited
stock
Allowed to take pictures
Given a card for the wallet and booked it for 48
hours ( + appointment for any future visits)
 Last impressions

Best Practies Worst Practices

Warm regards from both SA and gatekeeper Different treatment for people who didnt buy
when leaving (Smiled even if we didnt buy/
asked about our hotel location)
Appendix

Visiting Cards
 Appendix

Mannequin being The Code

assembled & dressed (Trunk)

(Lafayette Store)
 The Code
(Chains; Montaigne
Store)
 Que at the store
(Champs Elysses Store)
Thank You
Questions??