Chapter 2 Customer Service and Sales Fundamentals

When customers receive good service, they tell ___ to ____ people, and when they receive poor service, they tell an average of __ people.

1-3-10

What are the 4 steps for taking complaints with a smile?

1. keep your composure(calm), 2. apologize and thank the customer, 3. listen carefully and investigate the situation, 4. propose solution options

Tone is extremely important in customer service interactions over the phone. How long does it take a customer to decide if they want to deal with you or your company over the phone?

10 seconds

Experts say that communication is ______% verbal, ___% nonverbal.

20;80

How soon upon a customer's entrance into the store should an associate greet the customer?

30 seconds

When service is poor, what percent of retail customers refuse to go back to a store?

90%

Consumers spend up to 10% more for the same product with better service.

TRUE

The likelihood that customers will repurchase from a company if their complaints are handled quickly or pleasantly is 82%.

TRUE

An example of a good question to ask a customer

We've got a huge selection. What style do you prefer?

product features are

advantages or rewards of the product

When does customer service begin?

before your customers walk in the door

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

confidently and intelligently answer all of your customer's questions and solve routine problems

Which equation shows why customers are important to you as an employee?

customers=revenue=wages=employees

What is one of the best ways to explain features and benefits to a customer?

demonstrate the product

What are the two best ways to assess a customer's needs?

make observations and ask questions

What are components of good customer service?

positive attitude, quick acknowledgment of the customer, attendance of store trainings and meetings

Great customer service combines:

problem-solving, critical-thinking, professionalism, and respect

If a customer appears on edge, upset, or angry, then you should:

show empathy in your replies

Studies show that customers who are greeted ___________ while customers who wait more than 30-40 seconds to be greeted think they have waited 3-4 minutes.

spend more money

Open-ended questions tend to begin with

what