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

Chief Manager

Meguru Nishino

Keeping in mind of detailed explanations and allowing customers to feel at ease

Although BOOKOFF offers many various products, I have always been in charge of the apparel section since joining the company 10 years ago. Recently, there seems to be more customers bringing in top branded accessories and jewelries rather than clothing. The most important thing when evaluating an item is to ask the customer why they want to get rid of it. You have to find a connection with the customers. In general, most customers are not familiar with the buy-back process, so we will explain the result of the evaluation one by one in deep detail so they can use our service without worry. Moreover, customers who come to the Motosumiyoshi store range from younger families to the elderly, and sometimes they would bring in an expensive item that even I would be nervous to handle. In such a case, we will need to send it to headquarters and inform our customers about our approximate offer price at a later date. Since we have to keep the article away from the customer for some time, we try to build trust with our customers so that they would not feel uneasy about leaving their goods with us.

Customer service that is easygoing and convenient

I believe most customers are determined to "sell off their belongings with the highest price possible!" whenever using any type of buy-back store. But some shops have a unique atmosphere, and might make customers turn away. We at BOOKOFF would like to change such negative stereotypes of second-hand stores. Instead of feeling trapped, a safe and comforting environment where you can smiles on the staff. A casual atmosphere that makes you feel you can stop by anytime. There have been cases where customers who brought their belongings to other stores would return, saying "Your customer service was better." That makes me very happy because that means that we have achieved our goal of making that kind of atmosphere at our store. But in order to do that, we need to create a store that is full of staff members who are charming and friendly What I always tell our staff is that a customer would not smile unless we smile at them first. It is also important for me to foster and train as many employees as possible to understand what the customers are looking for and provide them enjoyment in using our buy-back services. I will continue to try my best to contribute to the growth of the company by training our staff.

Focus on creating the ideal store for use by our customers

Whenever we meet our customers for evaluation, we hand out our business cards. This is because we want them to remember our name and to contact us when they have a problem. There are many customers who just stop by to see the products at the store with no plans of using our service. But sometimes when we end up talking about the products at the store, the topics changes to our buy-back service, which in turn leads to such customer bringing in their clothing and jewelries. These instances makes me happy because I feel as though a customer trusted me enough that “I could leave my belongings to this person.”
In addition, we make efforts into displaying popular top branded products and items with trendy designs to provide a better understanding of which type of items would be suitable for the buy-back service. We hope you would come by and take a look at our store. Personally, I find it very enjoyable and rewarding to create a store with my own ideas.

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Please contact us if you are not sure whether or not you want to let go of your belongings. You don't have to worry about not being able to cancel after an evaluation. Our job is to make the best offer possible to our customers.