Brand Foundations Deliverable 2026
MP Couture

Customer & Sales Journey

A practical guide for Maya’s customer conversations, from first contact through after purchase.

Customer Journey

The MP Couture Customer Journey

Each stage should help Maya understand what the customer is doing, what she needs, and what MP Couture should do next.

Discover
Customer isSeeing MP Couture through Instagram, a referral, or someone wearing a coat.
Customer needsEnough interest and trust to keep looking.
Maya shouldMake the product clear, desirable and easy to understand.
Explore
Customer isLooking at styles, colors, fit, details and possibilities.
Customer needsEnough information to decide whether MP Couture could be right for her.
Maya shouldShow the coat clearly, explain useful differences and avoid overwhelming her.
Contact Maya
Customer isSending a DM or WhatsApp message with a question or interest.
Customer needsA warm answer and confidence that someone will guide her.
Maya shouldGreet her, answer what she asked, then help with the next likely question.
Choose Together
Customer isComparing coats, colors, fit or how she might wear them.
Customer needsHelp narrowing the choice.
Maya shouldRecommend, compare and usually show only one or two relevant options.
Confirm Fit & Details
Customer isGetting closer to buying and checking the final details.
Customer needsConfidence that the fit, product and details are right before she commits.
Maya shouldConfirm measurements, product, color, price and the next step before payment.
Purchase
Customer isReady to complete the order.
Customer needsA clear and reassuring transaction.
Maya shouldConfirm the final choice, payment and delivery or pickup without adding new options.
Continue the Relationship
Customer isLiving with the coat after the purchase.
Customer needsTo feel that the service did not end at payment.
Maya shouldFollow up, help with care or styling and make it easy to return later.
Sales Journey

Active Sales Journey

Price
Customer says
How much is this one?
You reply
Hi, thank you for reaching out to MP Couture. Yes, of course. This one is $___. I also have it in ___ and ___. I can send you both colors.
You can send
Photos of the same coat in the available colors.
If useful, suggest
One similar style or another relevant price point.
Next
Fit & MeasurementsChoosing the Right CoatPurchase Decision
Availability
Customer says
Do you still have this one?
You reply
Hi, thank you for reaching out to MP Couture. Yes, I still have it. I have it in ___ and ___ right now. Let me send you both.
If it is not available
I do not have this one right now. I have one or two options that are close to this style. Let me send you those first.
Not sure what she wants
Customer says
I am not really sure what I am looking for.
You reply
Hi, thank you for reaching out to MP Couture. That is okay. How do you see yourself wearing it most? Everyday, work, going out, or something a little more dressed up?
Your role
Guide, do not quiz. Use her answer to show one or two relevant directions.
More photos
You reply
Yes, of course. Let me send you the front, back and a few closer details.
You can send
Front, back, fabric, collar, cuff, belt, interior and another color when useful.
Material or warmth
Material
This one is ___. Let me send you a close photo so you can see the texture.
Warmth
This one is a warmer coat. If you want something lighter for everyday, I can show you another option too.
Customer asks about size
You reply
Let us check the fit first. I want to make sure the measurements are right before we confirm the coat. If you are close by, I can measure you myself. If not, we can do it from home.
You can send
The measurements needed for this coat, with a clear explanation of how to take them.
Use an existing coat
Customer says
I have a coat that fits me really well.
You reply
That works really well. Grab the coat you like the fit of and I will show you where to measure it.
Layering preference
You reply
Do you normally like your coats a little closer to the body, or do you like having some room for sweaters underneath?
Final fit confirmation
You reply
Perfect. Let me confirm the measurements with you one more time before we finish.
Next
Choosing the Right CoatOrder & Payment
Two coats
Customer says
I like these two. Which one do you think is better?
You reply
They are both nice, but they feel a little different. The ___ is easier for everyday. The ___ feels a little more dressed up. How do you see yourself wearing it most?
You can send
Side by side images using the same angle when possible.
Two colors
You reply
The black is easy and classic. The camel feels softer and gives you a different look. What do you wear more often?
Maya recommendation
Customer says
Which one would you choose for me?
You reply
Based on what you told me, I would go with the ___ for you. I think you will get more use out of that one.
Still unsure
You reply
Of course. What are you still unsure about? The fit, color, price, or whether it is the right coat for you?
Your role
Solve the concern first. Do not add more product until you understand the hesitation.
Price hesitation
Customer says
It is a little more than I wanted to spend.
You reply
I understand. I have one or two other options at a different price that are close to this style. Let me send you those first.
Needs to think
Customer says
Let me think about it.
You reply
Of course. Is there anything you are still unsure about? The fit, the color, the price, or just whether it is the right one?
Ready to buy
You reply
Perfect. You are going with the ___ in ___. Let me confirm the measurements with you one more time before we finish.
No response
One follow up only
Hi! I wanted to follow up on the ___ you were looking at. If you still want to see the colors or check the measurements, just let me know.
Final confirmation
You reply
Perfect. I have: ___ coat ___ color ___ measurements Everything looks right. I will send you the payment details now.
Payment received
You reply
Perfect, thank you. Your coat is confirmed. I will keep you updated on the next step.
Delivery or pickup
Delivery
Your coat is ready. I will send you the delivery details here. I hope you love it and enjoy wearing it.
Pickup
Your coat is ready for pickup. I will send you the details here. I hope you love it and enjoy wearing it.
Check in
You send
Hi! I wanted to check in now that you have had your coat for a little while. How are you liking it?
Care question
You reply
Of course. Let me send you the care instructions for this coat.
You can send
The confirmed care instructions for this particular coat.
Customer photo
You reply
I love it. It looks so good on you.
Ask separately before sharing
Would you be okay with me sharing this on MP Couture?
Customer says she loves it
You reply
I am so happy you love it. Enjoy your coat, and if you ever need help with styling or care, just message me.
Returning customer
You send
Hi! I just got something in that made me think of you. It has a similar feel to the coat you bought, but this one is ___. Let me send you a photo.
Decision Support

Help Her Decide

Use the same simple logic throughout the conversation.

What is she unsure about?

FitColorValueCareWhich option

What would help her decide?

Product informationMeasurement guidanceA clearer imageA simple explanationA comparison

What is the next step?

Confirm measurementsChoose between two optionsConfirm the productComplete the purchaseFollow up later