Your Own Personal Expert
At American, we believe you deserve to have
your questions answered by friendly, knowledgeable experts.
Our highly trained Sales Associates will
listen to your needs, and fit the right product to you.
American is committed to providing you with
an attentive and knowledgeable sales staff. We believe our Sales
Associates are the key ingredient in turning ordinary shopping
experiences into delightful shopping experiences.
New Sales Associates complete a comprehensive
multi-phase sales training program that shows them how to provide
our customers with this delightful experience. The program is
based on one simple expectation "delight the customer."
To accomplish this, the training concentrates on customer relations
skills to provide friendly caring service to the customer, communication
skills to help uncover customer wants and needs, and product knowledge
to help match products to those wants and needs.
Employee development, however, does not stop
after Sales Associates complete the initial training program.
Learning continues throughout the career of a Sales Associate
in a variety of ways such as skill refresher sessions and continuing
product training.
Customer
Satisfaction Surveys
We send out over 100,000 customer surveys
annually - Tracking the results and tying our Sales Associate's
and manager's compensation directly to the survey results.
Exceeding our customers' expectations is something taken very
seriously at American. So seriously, in fact, that we send out
evaluation surveys every week to randomly selected customers who
have purchased from us in the past week. Each week over 1,950
surveys are mailed to customers - that's over 100,000 annually!
Customers rate their experience at American in two areas. First
they are asked questions about their purchase (quality of the
products, prices, selection, availability and cleanliness of the
department). Then they are asked to rate their experience with
the Sales Associate (courtesy/friendliness, attentive to your
needs, professionalism, product knowledge).
Not only does American send out these surveys, but the results
are tracked by store, sales department, and individual Sales Associate.
In addition, rewards and compensation are tied directly to Customer
Satisfaction Performance.
