Introducing the staff of purchase specialty stores operated by BOOKOFF

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Introducing the staff of purchase specialty stores operated by BOOKOFF

BOOKOFF General Buy-Back Counter

Store Manager

Yuki Saegusa

Finding value, aside from the brand name

Even before I started working here I have always loved fashion in general, especially leather items. So when evaluating a product, in addition to the BOOKOFF manual and market prices, we will try our best to utilize our own skills to make a deal and to stay close to the customers' memories and feelings.
Even when I provide an offer to our customers, I also respond to the subtle change in their facial expression. If they look worried, that is a sign that they either have a question or an inquiry so I make an effort to talk to them more to make it easier for them to ask. I try to rid the anxiety that a customer may have during these conversations and make sure I am bridging the gap between us. In doing so, I would also tell them which type of items are bought with higher prices currently.
We try to find the maximum value for design, silhouettes, materials and colors, and we emphasize how much value we could add outside of the brand value itself.

Building trust with a service that matches the needs of the customer

Customers who come to the Tamachi Station West Exit branch can be classified into roughly two groups. For first-time customers coming to use our buy-back service, they are a little nervous when we welcome them in suits compared to our regular BOOKOFF employees who are in black polo-shirts. We try to find out if they have any worries like "I'm not sure if I could ask...," and start conversations to make them relaxed so it is easy for them to talk to us.
On the other hand, for customers who are familiar with our service, I try to focus my conversations about the reasoning and basis behind our offer and the market prices. Sometimes, customers are more familiar than me on these topics so I enjoy talking to them. My idea here is simple, “I want to learn from the customers.”
It is very important not to be rude to any of our customers.
More than anything, we try to keep smiling and stay friendly so it’s easy for customers to ask us anything that they don't understand. Basically, I feel that it is in the fine print and attention to detail that will lead to building trust later on. For example, we will try to care for the smallest things such as handing over a receipt that is folded in the perfect size of a customers’ wallet.

Useful advice and information for your next visit

Even when we can't reach an agreement with the needs of the customers, we will try to have something that would benefit them that they can take home.
In my field of expertise, I often offer tips about how to take care of leather goods and the care products, how to polish your shoes, how to take care of your jewelries...etc.
Other than that, we also enjoy having simple chit-chat about our favorite restaurants and places to go with a beautiful view.
Nowadays, I have come to think that taking the time for this type of customer service has led to repeat customers. For me, the greatest thing about working here is being able to hear the customers say that they were happy and appreciative that I was the one who evaluated their belongings. As a store manager, I think one of the most important tasks is to make efforts to improve the customer service of the younger staff.

message

The concept of the general buy-back counter is to "Solve the Uncertainty of our Customers." In addition to providing a price offer, please feel free to ask us anything, including tips on how to take care of your items. For shoes and clothes, your daily care will be the key to increasing our offer prices.