Customer Service- Ch 2

Formal

"Good afternoon, ma'am," is an example of what type of greeting?

their problems solved, positive surprises, acknowledgement and understanding

. What do customers want?

Skill

2. It is NOT a

trainings

As a retail employee, you are responsible for Attending _________offered

satisfying

As a retail employee, you are responsible for _____ customer's needs

resolving

As a retail employee, you are responsible for ___________customer's problems

nonverbal cues

Body language, facial expression

Critical thinking

Customer service is Problem solving, Decision making &

10%

Customers spend up to ____ more for the same product with better service.

Keep promises you make, watch your tone of voice, do not put someone on hold unless absolutely necessary

Explain the proper way to answer the phone.

Customer

Great customer service occurs when you: Consistently give the ___________ more than they are expecting

experience

Great customer service occurs when you: Deliver an __________ they will want to share with others

Who, What, When, Where, Why, How

Open-ended questions begin with what common words?

verbal cues

Speaking, tone of voice, How can I help you?

Match what you say and your tone of voice to her personality

The best way to talk to a new customer is to?

act alert and make eye contact, dress appropriately (does not mean it has to be expensive), hygiene

To look professional you should

True

True or False? It is ok to interrupt the customer while they are speaking if you are asking a clarifying question.

How much do you want to spend? Why do you want this item? Do you want this or that? What size do you wear?

What kinds of questions should you NEVER ask a customer?

10 seconds

When greeting a customer, you should not wait longer than _______ before greeting the customer

Watch your caps locked, capitalize when appropriate, proofread, use good communication skills, begin with a personal salutation, end with personal closing

When responding to a customer via e-mail or live chat, you should do what?

Politely excuse yourself and answer the phone

When you are busy helping a customer and the telephone rings, what should you do?

paycheck

Without customers, there is not revenue. No revenue means no wages for employees, so the customer is your paycheck

problems

You know when you have all the information you need to successfully sell the products in your store when you can Solve routine ______.

answer

You know when you have all the information you need to successfully sell the products in your store when you can _____________ all of your customer's questions

active listening

demonstrating interest in your customer, listening not just for words, but the message behind the words... watch your body language, make eye contact, don't slouch, cross your arms, or turn your body away

Personal need

involve the customer's need to be treated with respect

Feature

something physical provided by the manufacturer. Examples: size, colors, remote control, fabric, etc

Benefit

something that the consumer receives from using the product; advantages or rewards of the product

keep your composure

step 1 to the grievance process

apologize and thank the customer

step 2 to the grievance process

listen carefully and investigate the situation

step 3 to the grievance process

propose solution option

step 4 to the grievance process

Practical Need

those needs that motivated the customer to come to you in the first place.