Customer Service NRF-Chapter 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?

When customers receive good service, they tell __ to __ people.

1-3

What are the 4 steps to handling customer grievances?

1. Keep your composure 2. Apologize and thank the customer 3. Listen carefully and investigate the situation 4. Propose solution options

How long does it take a customer to decide if they want to deal with you or your company over the phone?

10 seconds

Skill

2. It is NOT a

Experts says 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

Studies show that customers who are greeted in ___ while customers who wait more than 30 seconds to be greeted think they have waited ___.

30 seconds; 1-2 minutes

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

90%

Active Listening

A structured form of listening and responding that focuses attention on the speaker. The listener must pay attention to the speaker Repeat in own words what he/she thinks the speaker said

Benefits

Advantages or rewards of product features

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.

Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates.

False

It's a good idea to offer customers several business cards and ask them to hand them out to friends.

False

You should explain all warranty conditions to your customer at the time of purchase.

False

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

Personal Needs

Involve the customers need to be treated with respect feel valued, understood and involved in decisions that affect them

Value

More than just price Value is a measure of total benefit

Who, What, When, Where, Why, How

Open-ended questions begin with what common words?

Open Ended Questions

Questions that can not be answered with a yes or no Questions that begin with the words: Who? What? When? How? Why?

Closed Ended Question

Questions that evoke one-word answers May I help you? NO Closed ended questions begin with: Do? Will? Can?

verbal cues

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

Customer Service

The acting of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer's requirements are met.

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

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

Practical Needs

Those needs that motivated customers come to you to in the first place: a. To solve a problem b. To get a service c. To get a product

Features

Those things that are physical in nature Color, size Appeal to the senses Touch, taste, smell, sight and hearin

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

To look professional you should

As a sales associate, you can help build trust by making sure customers understand and benefit from product warranties.

True

As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience.

True

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or a supervisor.

True

The company's return policy should always be clearly displayed in writing.

True

When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not.

True

You should keep your client records up to date and notify them of merchandise you know is of interest to them.

True

You should record basic information that allows you to stay in touch with customers to inform them on specific purchases and preferences

True

True

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

What is an example of a good question to ask a customer?

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

Open-ended questions tend to begin with

What

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

product features

are things that are physical in nature, including: color, size, etc.

What is NOT a component of good customer service?

attendance at store trainings and meetings

Keep records about customer preferences

can help you provide more personalized service to returning customers

What is the equation that 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

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

if you find yourself having to resolve a very difficult issue, you may want to

get help from a more senior employee

Personal need

involve the customer's need to be treated with respect

Customer complaints should be welcomed because they provide an opportunity to

learn about problems so improvements can be made

Great customer service combines

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

The warranty is an excellent tool for you to use to

reassure a customer about a product's quality

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

show empathy in your replies

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.

When customers return merchandise you should

treat them with the same respect as if they were making a purchase