Product Knowledge John Lewis Partnership

Sports Core

Fashion | Sports Welcome to your Core sports equipment learning guide

Introduction The purpose of this product learning guide is to help you get to know the core sports equipment assortment and to sell with confidence, knowing that you have full and accurate information. Contents: What will the guide cover? Work through the book at your own pace, referring to the Introduction 4 merchandise on the shop floor when you need to. The assortment 5 There are some questions within the guide designed to check your understanding and help you retain what you have learnt. 6 There is no time limit for completing the learning guide but the sooner you Rugby 8 do, the more confident you will feel when selling products to customers. 10 12 Legal and safety questions 14 If you have any legal or safety questions regarding any branded product Badminton 15 within the Sports assortment, please find contact details for all suppliers on the Retail Support Site. Please contact the supplier directly with Questions 16 the customer’s details, or provide the customer with the supplier’s Customer service 19 contact details if they would like to contact them themselves. Omnichannel 19

If you have any legal or safety questions regarding any own brand John Lewis product, please contact the RSD with your questions. This will then get passed on via the Sports Buying inbox for a reply from the Buying Office team. This can also be used if you are having difficulties contacting the supplier directly.

2 Core Sports Equipment The assortment

After completing the programme you will be able to: »»Understand the properties of equipment and explain the key benefits for customers »»Explain the difference between different types of equipment and advise customers accordingly »»Explain the properties of the different equipment produced by brands »»Advise customers about aftercare of all equipment.

3 Core Sports Equipment Introduction

Two-thirds of the UK adult population claim to take some form for ‘convenience fitness’ and looking good while exercising is of regular exercise, but participation in core sports has dropped important, as most prefer exercise they can do alone rather than significantly. Between them, football and cricket have lost participate in group sports. As stores have moved to seven day around 1.5m players in the past 10 years. Membership of private trading, many people work during the weekend so there is less gyms has doubled in 10 years to 3.5 million. The preference is time for group sports.

Sport in schools

The government target is for 85% of all school aged children Many schools are beginning to offer non-traditional sports: to take part in at least two hours of PE or sport per week. »»31% offer The variety of sports offered at schools is rising. Secondary »»42% offer cycling schools now offer an average of 21 different sports, »»22% offer archery ranging from mountaineering to kabbadi as well as »»29% offer canoeing traditional core sports. The average number of different »»59% offer orienteering. sports offered by primary schools has increased to 16. Despite this, core sports remain popular in schools. The five most popular sports offered by schools are: »»Football »»Dance »» »»Athletics »»Cricket.

4 Core Sports Equipment The assortment

John Lewis continues to be one of the only high street locations in each of these sports, but within each category we do have in the UK to support a full core sports offer throughout the year. a small offering for the more advanced player. There is also The core sports assortment is made up of the traditional a focus on junior products, as John Lewis are committed team and individual sports. The majority of these sports to providing an assortment which allows all school children are played either in schools or at local clubs. to continue to take part in regular sporting exercise. The assortment is generally aimed at the recreational player

Cricket Golf Badminton

Tennis Football Rugby Squash

The core sport assortment can generally be divided into these seven areas

SPORTS CALENDAR

Whilst a number of these sports are played throughout the year, the peak seasons for these sports are as follows:

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

Cricket

Tennis

Squash

Badminton

Golf

Rugby

Football

5 Core Sports Equipment Football

We stock a range of football products from the leading brands. Nike and Adidas both have a large market share in this sport and both invest heavily in producing innovative products. Types Of Football Construction Panels Manufacture Footballs used to be made from Manufacturers have experimented Around 75% of all balls sold are hand pigs bladders covered in leather. with footballs with various numbers stitched in Pakistan. All balls sold in John However, modern balls are made of panels to improve performance. Lewis are produced in an ethical manner from synthetic materials. Footballs originally had six panels, joined by leading suppliers who ensure that their top and bottom. Recently there have workers are treated in a fair manner. Footballs are constructed from non- been 18, 26, 30 and 32-panel balls. porous outer materials so that they don’t The regulation size for a football is absorb water and retain their original Many experts consider the 18-panel size 5. Smaller size balls are available weight and shape. The bladders used to have the truest flight characteristics, which are easier for younger players to are usually made from latex or butyl , but in the UK most professional use. John Lewis also stock skills balls which gives a ball its life or ‘zing’. clubs play with a 26-panel ball. which are much smaller (size 1) and used for developing ball control skills. Balls are constructed using one of The best balls are the roundest, and three methods; machine stitching, fewer stitches, points and angles result The price of a football is determined by the hand stitching or thermal bonding. in a rounder ball and less risk of bladder method of construction and the materials Machine stitched balls are the most damage and improved water tightness. used in the bladder and the outer casing. economical to produce, many balls can be produced in a short period of time. CARE Hand stitched balls produce the best results in terms of shape and air Most balls are designed for use on retention but these balls are costly. grass only but there are some balls Thermal bonding is a relatively which are suitable on other surfaces new process so the price of these such as concrete. This will be printed balls tends to be high also. on the ball where appropriate. The balls used in the Premier Balls can be wiped clean League are hand stitched. with a damp cloth.

TOP TIP

Take the time to have a look at the different footballs that we stock and note their various features. Doing this will help you to feel confident when making recommendations to customers.

6 Core Sports Equipment Football Accessories

Shinpads Gloves There are two types of shin pad used. keeping gloves protect the Either a smaller version which is slipped wearer’s hands and are popular with between the shin and the sock, or a more young children. The material on the complete shin pad which will feature palms of the gloves is slightly tacky ankle protection and strapping to keep which is helpful when catching balls. the pad in place without the sock. Gloves are produced from a size 3 to Professional players prefer small, 11. The best way of checking fit is to light pads that will not hinder try the on. It should be a snug their speed or style of play. fit with no extra length in the fingers, The larger pads are better suited to which could cause injuries. Most junior players and those players wanting gloves will include a size guide. more protection to the ankle and shin. The added protection also means that these pads are more suitable for multi- CARE sport usage (hockey, rugby etc). The majority of gloves are sponge clean but it is best to check and Shin pads should not be too loose or follow the washing instructions. too tight. The best way to check sizing is to try the shinpads in store. Where possible, try the guard with a football sock over the top to ensure a snug fit.

CARE

Some shin pads can be washed in the washing machine (once the plastic pad has been removed). Please refer to the manufacturer’s instructions for how to clean the pads. Pads that have worn thin or where the plastic has split should be replaced.

7 Core Sports Equipment Rugby

Rugby balls

Like footballs, rugby balls were made is being pumped into the ball, it is air from leather covering a pigs bladder. Also that is trapped between the bladder like footballs, these balls are now made and the outer surface. This is a natural from synthetic non-porous materials. occurrence when pumping up any ball. It doesn’t necessarily mean that the The biggest revolution in ball is punctured or has a faulty valve. technology came with the invention of The correct pressure to inflate the inseam valve, patented by Gilbert. a rugby ball to will normally be The inseam valve ensures the truest printed on the balls itself. flight of the ball whether it is being passed through the hands or kicked. The pimple design on the surface of CARE a rugby ball makes it easier to catch, Never over inflate a rugby ball. If balls are particularly in wet conditions. over inflated (e.g. over 10psi) they will become out of shape with the stitching The regulation size for a rugby ball is exposed and stretched. Balls should size 5 and smaller sizes are available. be re-inflated or may need topping up after approximately one week. When pumping up a rugby ball, some air will escape. This is not the air that

Body Protection

Rugby body protection is designed to Rugby gloves have become more protect the body from some of the severe popular in recent years. These are knocks associated with playing rugby. lightweight gloves with a rubber Shoulder guards usually come in the form pimpled palm. They keep the hands of a shirt with padding to cover the bones, warm and help when catching the ball, organs and muscles. Pads can cover particularly in cold, wet conditions. some or all of the following: shoulders, sternum, biceps, triceps and ribs. All of the body protection that is stocked by John Lewis meets the technical Shoulder guards should be tightly fitting specifications of the International Rugby and snug, nothing should be loose, but Board (IRB). All equipment is approved for not so tight that it restricts any movement. match play, from grass roots and school Scrum caps are normally worn by rugby through to International level. the forwards in a game of rugby to protect their head and ears when engaging in the scrum, however, these can be worn by any player for added CARE protection during a game or training. Most body protection is machine washable, but please refer Scrum caps should be tight fitting and to the manufacturer’s care not slip down over the face when fitted. instructions in each garment. They have a velcro strap to tie under the chin and laces at the back of the cap. When trying on a cap, the chin strap should be secured first before the laces are pulled tight and tied in a bow.

8 Rugby Accessories

Studs

Rugby studs come in various lengths and are suitable for different playing positions and weather conditions. “Forwards” will use longer studs whilst “backs” will use shorter studs. In wetter weather, longer studs are preferred.

Rugby and football studs used to be individually kitemarked to certify their safety. This is no longer the case and the studs are legal if self certified by the manufacturer. All studs sold in John Lewis are legally authorised for use at all levels of participation.

CARE Studs which have become worn down and sharp should be replaced immediately. A referee may refuse a player onto the field if their studs are not of a suitable standard or they have studs missing from their boots.

Mouth Guards

A mouthguard is essential when playing rugby as it protects the teeth. Mouthguards cover the top teeth only, not the whole mouth. All of the mouthguards sold in John Lewis are of the ‘boil and bite’ variety. These guards need to be put in a mug of boiling water when new and then inserted into the mouth. The guard should be pushed against the front teeth and sucked in to create a good seal. After a few moments, the guard should be run under cold water to ‘set’.

Guards offer differing levels of protection depending on individual specification. The alternative to “boil and bite” mouthguards is a dentist fitted guard. Customers who ask about them should be referred to their dentist.

9 Core Sports Equipment Cricket Cricket bats Cricket bats come in a variety of weights Weight ‘Knocking in’ and players of a good standard will know Cricket bats are made from either Whilst all the bats sold at John Lewis exactly the weight that they require. English or Kashmir willow. are pre-prepared and ‘match ready’, English willow is a soft, fibrous wood. they will benefit from some further John Lewis only sell medium weight During normal usage, English willow ‘knocking in’. About four hours of manual bats as these are the most popular for can become bruised or dented from knocking in before using the bat with a recreational players. A heavy weight bat the impact of the ball. The performance ball is recommended. The weakest part with a lot of wood in the middle enables of the bat will not be affected. of the blade is the edge and knocking a player to hit the ball a lot further than Kashmir willow is harder and denser than in should concentrate on this area. a lighter bat. A lighter bat will have a English willow. This means that the ball will faster bat speed so a player is more not travel as precisely off the centre of the Ideally there are five stages of knocking likely to hit the ball in the middle. bat as it does on a bat made from English in before use as listed below: willow. The advantage of Kashmir willow »»Using an old ball or preferably a More important than weight is the “pick- is that it requires much less preparation bat mallet, starting gently, strike up” of the bat. This is how light the bat than English willow and is therefore the bat to mimic a ball deflecting feels when being lifted as if playing a much cheaper to produce. Kashmir bats off the edge of the bat shot. A heavy bat might have a light are also more resilient to damage. »»Increase the impact and continue “pick-up” whilst a lighter bat might until the edges have visibly rounded have a heavier “pick-up”. Pick-up is The willow used in bats is graded from »»With an old ball or mallet, work determined by the design of the bat. 1 (the highest quality) to grade 4 (the gently on the face of the bat Bats with more wood at the bottom lowest quality). Grade 1 willow will have »»Use the bat in the nets of the bat will have a heavier pick-up no marks or blemishes whilst grade 4 against older balls only which will drive the ball further. Bats with willow may have marks and grain pattern. »»Finally, increase the hardness of the more wood at the top of the bat will All cricket bats are made by hand. ball working gradually up to a new ball. have a lighter pick-up. Manufacturers often shave wood out of the spine of the bat to improve the pick-up. CARE A light pick-up is better for junior players as this will help them to Lightly oiling any uncovered surface of a improve the timing of their shots. cricket bat is recommended. On purchase a bat should be given a light oiling on Cheaper quality cricket bats often all non-coated areas except the splice have coverings on the hitting surface (where the main bat joins the handle). The of the bat. Various coverings may bat should be left in a horizontal position be used including painting, taping and not touched for two weeks. After and plastic. These all preserve the two weeks, the bat should be given a playing surface of the bat. The best very light sanding and a further light oiling quality bats will not need covering. (excluding the back this time). Leave in a horizontal position for a few days. Most bats are supplied with a toe guard. This is a piece of rubber that protects the toe from splitting and stops moisture seeping into the bat when in use.

10 Core Sports Equipment Cricket bat sizes Height Bat size Having the right size and weight of cricket bat is very important. 4 foot player 0 Outlined here is a guide: Up to 4 foot 3 inches 1 To judge the weight, ask the player to hold the bat straight out in front at shoulder height with the playing hand. If the 4 foot 3 inches to 4 foot 6 inches 2 bat moves or trembles at all, then it is too heavy. 4 foot 6 inches to 4 foot 9 inches 3 If a bat is too heavy it forces the player to alter the grip trying to lift the 4 foot 9 inches to 4 foot 11 inches 4 bat when playing a shot, bringing the bat down across the line of the ball. 4 foot 11 inches to 5 foot 2 inches 5 Bats that are too long prevent the bat being picked up correctly as the top of the handle gets in the way. 5 foot 2 inches to 5 foot 4 inches 6 For a junior player a slightly smaller, lighter bat will help improve 5 foot 4 inches to 5 foot 6 inches Harrow (H) the stroke play. A heavy, oversized bat will cause play to 5 foot 9 inches to 6 foot and over Short handle (SH) deteriorate and could lead to a loss of interest in the game. The top of the bat handle should sit no further than the top 6 foot + player height LH of the groin, otherwise it will get caught in the pads.

Cricket Accessories

Pads and gloves Accessories Cricket pads are manufactured from All schools now insist on players John Lewis sells a number of cricket canes which are covered in padding wearing a when playing accessories. These include holdalls and a cotton cover. Prices for pads cricket. The options available at John for transporting the playing kit, bat depend on the covering materials Lewis are junior and adult sizes with care kits and replacement bat grips. used and the level of protection. an adjuster built in, to correctly size Whilst pads and gloves are made for the helmets for the player’s head. left handed and right hand players, A “box” should always be worn when all of the protection stocked by playing cricket to prevent injury. John Lewis is suitable for either. It is important that cricket pads and gloves fit well. The best way to check is to ask the player to put the pads on and Balls see if the knee is sitting in the middle of Cricket balls have a centre of cork with the horizontal knee bolster. If the knee is string tightly wound around it and a below, then the pad is too large, if above, leather outer case. The ball has a raised then a larger size may be required. seam running around the outside. To fit a cricket glove, the fingers should The standard weight of a senior be quite near the finger ends of the is 5.5oz. Junior gloves, so that the protective finger players play with a slightly smaller rolls can do their job. If the glove is lighter ball weighing 4.75oz. too big it will impair the grip. Once the A variety of practise and training gloves are on, turn the player’s palm balls are available and are softer and up, run the thumb across the palm safer to train with or have a specific left to right, pressing firmly. If there is attribute to help the player train. a lot of leather palm creasing at the end, then the gloves are too small.

CARE

Body protection should be sponge cleaned only.

11 Core Sports Equipment Tennis Racquets

Construction Head shape Grip size

Tennis racquets are made from either Adult racquets have a variety of different Tennis racquets have grip sizes aluminium, graphite or graphite composite. head shapes and sizes. Professional ranging from 1 to 6. The most popular Graphite composite is a mixture of players play with a head heavy racquet sizes are sizes 2 and 3 and these materials such as titanium, Kevlar or that has a narrow beam and a small are the only sizes that we stock. fibreglass. Aluminium racquets tend head shape. These racquets have a very to bend when hit against the ground small sweet spot and do not generate To ensure that a customer is using the and not break, so are very durable. a lot of power. This is because the right size, ask them to hold the racquet This makes them suitable for junior professional player is able to hit with as if they were playing a forehand shot. players who are learning the game. the middle of the racquet and generate They should be able to fit the index their own power. They usually prefer a finger of their non-hitting hand in the Most senior racquets are made of graphite racquet which offers more control. space between their ring finger and or graphite composite. Other materials are palm. If there isn’t enough room for included in the racquet to make it lighter, People who want to improve their the index finger, the grip is too small. If give it more strength or improve its stability. playing use a racquet which has a there is too much space between their Some brands use a technology called wider beam, and a larger head shape. finger and palm, the grip is too big. “nano” technology. This is technology This racquet generates a lot of power A grip that is too small requires more that is working at a sub- atomic scale. and has a larger sweet spot, making muscle strength to keep the racquet It involves filling the gaps between the it ideal for those who hit the ball with from twisting in the hand. Prolonged strands of graphite with a microscopic the centre of the racquet less often. use of a grip that is too small can material. This makes the racquet contribute to tennis elbow problems. very strong and reduces flex. Racquet manufacturers will add their A grip that is too large inhibits wrist snap own technologies to their racquets to on serves and makes changing grips more either give more power or more control. difficult requiring more muscle strength. These technologies are explained in Prolonged use of a grip that is too big can depth in the manufacturers’ product also contribute to tennis elbow problems. catalogues and their websites. They will have information which a Partner If in doubt about a grip size, it is better can use to sell with confidence. to go for the smaller size and apply a thin ‘over grip’ to the racquet to make up to the correct size for the customer.

12 Core Sports Equipment Accessories

Children’s racquets Grips and Tennis balls

Childrens raquets (17”, 19”, 21”, 23” accessories Tennis balls come in pressurised frames) and Junior racquets (25”, We stock a number of replacement containers and the performance of 26” frames) are for players under grips and accessories that can be the balls deteriorates quickly once 5 feet in height. They are designed used to customise a tennis racquet. the tube is opened. Professional with smaller grips that will better For example, shock dampeners can players will change balls a number fit the hand of a younger player. be used to reduce string vibration and of times during a game. Height is the best criteria to overgrips can be added to customise Non pressurised balls are available determine the proper racquet the feel of the racquet in the hand. but these do not offer the same level size for a junior or child player. of performance as pressurised balls. A racquet bag is recommended for Size and height guide customers who want to transport their The price of ball is determined by the quality of the felt used for the For a very dedicated Junior player racquets. Thermo bags regulate the outer casing. The best balls use a between a 25” and 26” frame should temperature inside the bag so that hydrophobic felt which resists water be recommended. For a Junior closer racquets are not subjected to sudden absorption and retains bounce better. to 5’ in height 26” frame should be changes in temperature, which is recommended. For a Junior player harmful to graphite based racquets. who is just starting to play or a Junior who is approximately 4’ 6” in height, a 25” frame should work well.

13 Core Sports Equipment Squash Racquets Construction Weight Squash racquet technology and construction is very Weight is one of the factors which determine how customers similar to tennis racquets. The cheaper racquets purchase squash racquets and customers who play regularly are made from aluminium and more highly priced often know the weight that suits them best. Some customers racquets are made from composite materials. prefer a light racquet whilst others prefer a heavier racquet. Squash racquets are referred to by their unstrung Squash racquet head sizes and shapes also vary to allow weight, for instance, 120 is equal to 120grams. for more power or control. A common feature on racquets giving more power is an open throat design. The longer Grip offered by the open throat creates a bigger sweet Squash racquets only come in a single grip size. spot which delivers increased power. Racquets that give more control will have a closed throat design. Durability Racquets with a fanned string pattern also deliver more power Squash racquets are more fragile than tennis racquets and by increasing the size of the sweet spot. These are ideal for there may often be breakages. This does not necessarily inexperienced squash players. The same technology is used indicate a product fault. Regular squash players would in squash racquets as in tennis racquets so if you know about expect to replace their racquet at least once a year. these you’ll be able to sell both squash and tennis racquets.

Squash Balls

The spots that are printed on squash balls refer to the bounce and speed of the ball. The most commonly used ball by professional players is the double spot ball or Pro Ball. This is the fastest ball available. The most commonly used balls in regular recreational games are the single spot ball or competition ball. This has a longer “hang time” and is slightly slower which makes it easier to use.

All squash balls need to be warmed up before use. This enables them to bounce properly and get up to their correct speed. Ensure that the balls are fully warmed before a game starts by hitting the balls against the wall or floor rapidly. Goggles

Goggles protect the player from dangerous eye injuries and are recommended, particularly for junior players or beginners.

14 Core Sports Equipment Badminton

Racquets Shuttlecocks Construction There are three types of shuttlecock; feather, cork with a nylon skirt and plastic with a plastic skirt. Badminton racquets are constructed from steel, aluminium, Feather shuttles offer the best performance in terms of their graphite or composite materials. Steel and aluminium racquets flight and are used in all professional games. Feather shuttles are usually used for junior and recreational racquets. They tend are expensive and not very durable. The wing tip feathers of two to be quite heavy and can be more difficult to play with. geese are used to produce one single feather shuttlecock. An attacking singles player will use a “head heavy” racquet Cork based shuttles mimic the flight dynamics of which gives extra weight behind the smash. A defensive feather shuttles fairly well but are slower in the air and doubles player usually uses a “head light” racquet which will not fly as far. The feel of the cork shuttle on the assists counter attacking. Various technologies are used strings is significantly better than plastic shuttles. by manufacturers to adjust the balance of the racquets, Plastic shuttles are a cheaper alternative to cork for instance, extra weights placed in the head. but their flight dynamics are very different and they are more suitable for garden play. Flex Yellow shuttles are available for use in leisure centres Another factor that affects badminton racquets is the where there are white walls. They are easier to see under amount of flex that a racquet shaft has. The more fluorescent lights and have become popular in recent years. flex, the more “snap” will be generated. Most players will look for a racquet with a medium flex. A problem that all players want to avoid is a ‘twist’ in the CARE racquet head as this will affect how effective the shot is. Manufacturers use a number of technologies to reduce the All shuttles should be removed from the base of the racquet head twisting, including the use of internal pieces tube and returned to the top of the tube. This will and composite materials placed around the frame. reduce breakages and ensure better flight.

Shape There are two head shapes available for badminton racquets, a classic head shape which is rounder and an isometric head shape which is squarer. Almost all racquets in use now are isometric as this provides a large ‘sweet spot’ for the player. Classic head shapes can be found on recreational racquets.

Price vs quality The factors affecting the price of a badminton racquet will be the quality of the graphite used in the construction and the quality of the other “nano” materials. The length of the strands of graphite are important and the best graphite is extra long high modulus graphite. This is most often found in racquets made in Japan.

Size Badminton racquets only come in a standard grip size but players often add over grips to suit their style of play. Most badminton racquets will have the details of weight, balance, flex and grip printed on the shaft for reference.

15 Core Sports Equipment Questions Test your knowledge and understanding of core sports equipment by answering these questions.

Name the five most popular sports in schools. 1

Name the peak seasons for football, tennis, badminton and cricket. 2

Why are hand stitched footballs considered to be the best? 3

Name three types of protection in rugby and the way each one protects a players body. 4

Explain how a rugby ‘boil and bit’ mouth guard should be ‘set’ before use. 5

Write down the differences between an English willow bat and a Kashmiri willow bat. 6

16 Core Sports Equipment Describe what ‘knocking in’ is and why it is important. 7

Name three items of essential equipment in cricket and write down why these items are important. 8

Describe the features of a ‘head heavy’ professional tennis racquet. 9

What is the best way of checking that a customer is purchasing the correct size tennis racquet? 10

If a customer wants to replace their squash racquet to one which will give 11 them more power, what would you recommend and why?

What are the factors affecting the price of a squash racquet? 12

Describe the features and benefits of feather, cork and plastic shuttlecocks. 13

17 Core Sports Equipment Customer profiles

Here are some customer scenarios which you may encounter. Think about how you would tackle each sale and then note down your thoughts in the spaces below. Think about the questions that you will need to ask in order to be able to suggest the appropriate equipment. Your Section Manager can help you if you are not sure of an answer.

A young boy wants A customer has come in A customer wants to Q1 to purchase a cricket Q2 with her son who is 14 Q3 purchase a new tennis bat. He plays at school and years old and approximately 4 foot racquet. She plays often and wants wants to practice at home. He 6 Inches tall. They want to purchase to improve her game. However, is 4 foot and 10 inches tall. a cricket bat and all the accessories she has tennis elbow. What would Which bat would you that are essential. The son has been you recommend? She also wants recommend and why? playing cricket at school and wants to to buy tennis balls and does not join a local cricket club. The customer understand why she has to buy has no idea of what her son needs them in pressurised containers and and asks for your advice. List the why they are at different prices. questions you might ask to clarify his How will you help this customer? needs then list your recommendations and the reasons for making them. The customer also wants to know how to look after the equipment. What do you suggest?

18 Core Sports Equipment Customer service It is important that any interaction you have with a customer is a positive and useful experience for them.

You can maximise the relationship with your customer by using all of techniques covered in the Art of Selling guide.

Remember to always engage your customer and use effective greetings followed by effective questioning. Having excellent product knowledge will help you to outline the features, advantages and benefits of products to your customer, as well as supporting you to provide them with a complete solution.

Practicing your skills will build your confidence, and you can ask your Section Manager for support and feedback to provide excellent service to every customer, every time.

Omni-channel shopping

To grow sales across our business and increase profit we would like to see more of our customers omni-channel shopping, in John Lewis stores, on johnlewis.com, in Waitrose and via branch contact centres.

There are a few ways to introduce the customer to shopping on Johnlewis.com. If the item is out of stock, check the johnlewis. com website and help the customer to order it through there.

Suggest that if they change their mind when they get home and decide they do want to purchase some of the additional items you suggested, they can buy on-line with us.

19 Core Sports Equipment John Lewis Partnership

Ref No. 91617 September 2014