Customer Service Test

display fixtures

items used to help display products. These can include shelving, racks, hangers, mannequins, showcases, jewelry displays, etc.

active listening

listening to what's being said and also listen to what the works mean (the message behind the words).

Packing Slip

lists the quantity and type of merchandise that the vendor send to the store.

Customers often need help ...

locating a product

impulsive buyer

makes a quick purchase decision usually for inexpensive items

Retailing

method by which consumers acquire products and services

Corporate chain

operates many stores under the same ownership has centralized decision making

Consumer

person or group that purchases good, products, and services

Product Feature

physical attributes of a product(color, size, materials it's made from, function,etc.)

Brick-and-mortar

physical building, face-to-face interaction with customers

five stages of decision making

problem recognition, information search, alternative evaluation, purchase, post-purchase

Manufacturer

produces the products

impulse items

products that are normally low in cost and placed near the cash register which "entice" a customer to buy. Think about where the candy and gum are when you check out of a grocery store.

Upselling

providing the customer with higher quality and possibly more expensive versions of what he/she has already looked at.

open-ended questions

questions that allow respondents to answer however they want

lifestyle merchandising

sales technique similar to suggestive selling but where you think of how the customer will be using the product. With that in mind, create a display around the mental picture.

Omnichannel stores

seamless consumer experience you could buy online and pick up at the store

thrift stores

second-hand products

Multichannel stores

sell in a brick and mortar store as well as through online

Specialty stores

sell to a special group of people, extra customer service

Direct selling

sells person contacts a customer directly demonstrates the products takes the order and delivers the products

customer service

series of activities intended to raise the level of customer satisfaction so that the customer feels that a product or service meets their needs and expectations.

recreational shopper

shops for fun does not always make a purchase

Independent establishment

single store or small, regional chain 95% of all retail companies

comparison shopper

spends time searching for the best price/deal

pure play

started online and continue that format

Excuses

statements made by a potential customer which show that he's not ready to make the purchase

franchise

store licensed by a successful store given the right to duplicate the successful business in a particular geographic area has rules that the new state must abide by

Visual Merchandising

the art and science of presenting products in the most attractive way possible in order to generate traffic, create interest and make sales. Visual merchandising ranges from keep shirts folded neatly on a shelf to using mannequins to create a bigger display to hanging signs in your store.

discount stores

the broad variety of merchandise at low prices, very little service

innovative customer

the first to purchase the latest trend

Distribution Channel

the links which enable a product or service to flow from the manufacturer to the consumer or end-user.

Receiving

the process of having any products brought into a business. The products might come from a vendor, a manufacturer, other store locations, etc. and might come on a company truck, through United States Postal Service, through UPS or FedEx or other private carrier.

Security Devices

tools that are used by stores which prevent theft. These devices include Electronic Article Surveillance tags, Non-electronic ink tags, Mirrors, Closed-Circuit Security Cameras, locking mechanisms, Security gates, etc. Security devices allow the merchandise to be out in the open where customers can handle the merchandise.

Windows

use windows to set the mood for an event or sale. Also allow natural light to come into the store which may enhance visual merchandising.

follower

waits to see what everyone is buying and then makes the purchase

Give customers specific directions and if possible

walk with them to that area

Wholesale clubs

wholesalers sell products directly to customers

supermarkets

wide variety of goods, including food, and medicine

Accessibility

wider, easy-to-maneuver aisles benefit all customers and make the shopping experience more pleasant. Store aisles must comply with the Americans with Disabilities Act which means they must be wide enough for wheelchairs. Entrances and Exits must be handicapped accessible.

Perishables

items that have expiration dates after which good quality cannot be assured

Learn about the products you sell by:

- Study product info from manufacturer - Use product/service to gain 1st-hand experience - Understand any safety requirements - Anticipate questions your customer might have and research answers to those questions - Keep notes or checklist to help you (when needed)

Written and Multimedia Material About Products/Services

- Your company, the manufacturers and suppliers often develop written + multimedia material about products you sell - Look up product reviews online - Read catalogs and product labels/booklets/manuals

Looking professional isn't just about how you dress. It also has to do with acting alert and courteous.

-Acknowledge the customer's presence within the first 30 seconds -First impression is hard to change, so don't make a bad one -Make eye contact -If working with customer and a new customer walks in, excuse yourself briefly to tell the new customer you'll be right with them.

Exceptional Customer Service Means Extraordinary Business

-Consumers spend up to 10% more for the same product if it comes with better service -When customers receive good service, they tell 1 to 3 people -When customers receive bad service, they tell an average of 10 people -The likelihood that customers will repurchase from a store if their complaints are handled quickly/pleasantly is 82% -When service is poor, 91% of customers refuse to go back to that store

Listen Attentively and Respond Effectively

-Don't act too familiar with someone who behaves in a shy or reserved way. -Don't push the humor too far because a customer is very outgoing. -Saying a subtle approach complements the customer's taste and assures the customer that he/she is an expert.

You must find a balance between serving the customer in front of you and the one on the phone. To do this, you would:

-Excuse yourself to answer the phone. -Answer politely and professionally. -Determine why the customer is calling. If the caller will need a great deal of your time, ask permission to put the customer on hold OR tell them you're with a customer, get their number and say you call them back. -Get back to your in-store customer, then as soon as possible get back to the caller. -Be prompt and accurate. Don't make promises you can't keep, and keep the promises you make.

If an item that has been returned can't be repaired or resold by the store, it might be

-Given to charity -Thrown away -Sent to a liquidation center or discount outlet -Returned to the vendor, sometimes called an RTV

Three Stages to Approaching Customers:

-Greeting Stage: -This presents you as a friendly, nonaggressive person. -Service Stage: -In this stage, you offer to help satisfy customer needs -Benefit Stage: -This approach presents you as an alert customer service representative.

The manager will help you determine which is appropriate according to the store's policies. Any paperwork associated with this kind of return should show the following:

-How the item was damaged (in shipping, in the store, but a customer, etc. -Whether a repair order is being initiated -Date, item number and description

Build Customer Confidence by using these Techniques:

-Let the customer speak -Display interest by sustaining a "you," not "I" attitude -Respond with confirmation questions to assure the customer that you understood. -Make eye contact and listen -Only interrupt when needed to ask a clarifying question -Get the customer's opinion and ask clarifying questions -Respond with clear and precise answers -Offer idea and applications for the product or alternatives (if necessary) -Counter objections politely and avoid making theories

When answering the phone at your business, do the following:

-Speak as if you're smiling; show expression and feeling in how you speak (this is called tone) -Give the name of your business, your name and then an opening statement. -Sound enthusiastic and ready to help.

What causes shrinkage?

-Theft by employees -Shoplifting -Inventory Counting Errors -Administrative Errors -Vendor Fraud -Loss and Damage -Perish-ability

Email Etiquette

-Use correct grammar and spelling -Begin with a personal salutation -Make messages short and visually interesting -Pretend you're writing to your English teacher

Service Success Loop

-With better service skills, you will be able to satisfy customers consistently -High performers tend to experience greater job fulfillment and have a higher % of loyal customers -Because loyal customers are the most profitable customers, having more loyal customers is the most important way to ensure a long-time business success -The service you provide to your customers is critical to the success of the organization -Successful organizations are in a good position to engage in activities that drive employee satisfaction and retention, so the cycle continues. -Customer Service is a very important strategy for operating a successful business.

Best Practices for Active Listening:

1)Focus entirely on your customer and show empathy (see below) 2)Listen completely; don't be thinking about what you're going to say next 3)Listen for what's NOT said; watch for non-verbal signals and again show empathy 4)Remain objective; don't judge

As the salesperson in a live chat, follow the same rules as for email:

1)Listen and wait-some customers will give you the whole story; others may write 1 sentence and wait for you to respond so be patient. 2)Be prompt-if your response will take some time, let the customer know. Check-in with the customer if it takes even longer. 3)Proofread to avoid miscommunication.

Here are 4 steps to use to "energize" your customer interaction:

1)Share a personal story-tell the customer about your personal experience with the product/service. 2)Ask questions-Find out what specific features the customer is interested in. 3)Discuss benefits-talk about why this is a good product/service; turn the features of the product into benefits that the customer will understand. 4)Demonstrate the produce-show the customer how to the product works.

Suggesting Alternatives-if you're out of stock of an item a customer's interested in, do the following:

1. Double-check the stock room. 2. If there are none, check to see when the next load comes in. 3. If your store has many spots, check other stores to see if they can carry the item to you or ask if the buyer can pick it up. 4. If the item is in your warehouse, find out when it can be sent to your store or delivered to your customer. 5. Suggest an alike item that will meet the customer's needs like the item first wanted. 6. Offer a rain-check if the item is on sale. Rain-checks are usually issued when items aren't on sale and posted 7. If none of these work sent the customer to one of your competitors who carry the item.

A list of customer's most important wants and needs when it comes to exceptional Customer Service.

1. Problem Solved 2. Effort 3. Acknowledgement & Understanding their Expectations 4. Choices and Options 5. Positive Surprises 6. Consistency, Reliability and Predictability 7. Value 8. Reasonable Simplicity 9. Prompt Service 10. Confidentiality

perpetual inventory system

A detailed inventory system in which every time someone buys an item, the quantity is subtracted from the stores total quantity of that item.

warranty

A legal binding assurance that a product or service is, among other things: (1) fit for use as it was described (2) free from defective material and workmanship (3) meets laws and/or other specifications.

Why is customer service important?

Good customer service increases sales, sales increase revenue, improved revenue means jobs, and raised revenue also means more money for pay advances and bonuses.

physical inventory system

is when the store will have its personnel go to each item in the store and count the number it has.

Few key things you can do that will impact the efficiency of your inventory and overall stockroom organization. These include:

Bins & Bin Labels - Using bins to identify various things is a clean, organized way of keeping your stockroom from getting cluttered. Shelving - Take advantage of the height your stockroom offers and have shelves available for use. These shelves should be neatly organized with categories of products that are easily recognized by signs and clear, clutter-free organizations. Identify the category areas with a visible sign that all associates can read easily. Desk Space - Even if you mainly work in front of your store, there's bound to be a time when an associate needs to sit down in your stockroom area. This may be to complete some work details or to have a lunch break. Make an area designated to support these types of situations. Include drawers/shelving to hold excess paper, pens and other office supplies that your store needs. Mini Fridge - A mini refrigerator's a great addition to any retail stockroom. You may choose to stock it with drinks for your customers and employees or use it to hold employees' lunches and leftovers. The catch is to make sure it stays clean and food doesn't rot away. Have a 2-day rule to keep it clean and smelling fresh. Work Table - If you have space, add a work table that can be used for organizing inventory. It will be great to use when new deliveries come in as well as to prep product that's ready for the sales floor, such as for folding/ticketing. Keep it clean and clear of anything after each project's complete so that it's ready for the next project w/o having to push things aside and make the start of a mess. Bulletin Board - Store announcements, schedules and pictures need to go somewhere. You may need more than 1 to support your storage needs. Having these by the desk is suggested since this is where most people will sit down for a bit and have the time to look at what's on the bulletin board. It also may be beneficial to have a big bulletin board towards the stockroom exit that announces daily sales goals and other important store news. Hanging Racks - Having this in the stockroom area can allow you to prep products accordingly. It can also offer a designated space for employee coats. Shipping Area - There will be a time when you need to send something to a vendor, customer or just because. Have a specific area with all your shipping supplies in one place so that you have time looking for everything and the process can be as fast and efficient as possible. Have packing tape, boxes, envelopes and packaging materials neatly organized in bins or drawers that are clearly labeled.

What is a retail employee responsible for?

Helping satisfy customer needs and resolving problems

Return Policy

How long does a customer have to use the product and return it if not satisfied. The return policy may be posted and sometimes it's on the customer's receipt. Other times the company policy states exceptions to the return policy.

personal needs

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

What does Inventory Management allow the retailer to do?

Know the merchandise on hand at any given time and when it's time to reorder. See how well a product is selling to keep popular items available for customers. Answer customers' questions accurately.

Guarantees

Outlines what will happen should the buyer not be satisfied with his purchase. Usually, a promise to repay the customer if he is not satisfied, but it may have some limits.

If a customer returns a damaged item, it may be:

Placed on clearance Repaired Returned to the vendor Written off (taken as a loss for the business)

close-ended questions

Questions that can be answered in short or single word responses.

Retailer

Receives, stores, displays, and presents the products to customers.

Steps in Receiving goods

Step 1-Inspect Incoming Goods Upon receipt of a delivery, match the received items to the description stated on the accompanying packing slip, as well as the description on the related purchase order. Step 2-Identify and Tag All Received Inventory Identify each item in a delivery and ensure that it's properly labeled with a barcoded tag that includes the item number, quantity, and unit of measure. Step 3-Log in Received Items Update the receiving log with the date and time of receipt of each delivery, as well as the name of the shipper, supplier, purchase order number, and description of goods received. Send a copy of the signed bill of lading to the billing clerk in the accounting department. File the master copy of the billing of lading by date in the warehouse filing area.

The Customer 4-Step Grievance Process

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

practical needs

Those needs that urge customers to come to you in the first place in order to solve a problem or to get a product or service.

Movement

When it moves, it catches customers' eyes. Some products move when they're in use. Put them in motion. If the item doesn't move, having something as simple as tying ribbon to a small fan can add motion and draw attention.

feature selling

When you do this you describe some element of your offering, in the hope that the customer will be suitably impressed.

benefit selling

When you do this, you're still essentially describing a product feature-but you tie it to some way that it improves the customer's situation solves his problem or makes his life easier.

purchase order

a detailed list of items requested by the store. A purchase order would include quantities, sizes, colors, models, etc.

commission

a percentage of a sale paid to a salesperson

Suggestive selling

a sales technique used by sales associates to increase the purchase amount of the customer.

grievence

a wrong considered as grounds for complaint, or something believed to cause distress

seasonal items

any display that targets a specific time of the year is considered seasonal. These displays need frequent restocking and straightening.

Merchandising

appeals to all of the senses, sounds, smells, touching and seeing. Displays can be enhanced with music, scents, lighting and other environmental factors.

Customer Service Association

applies a mixture of planning, problem-solving, decision-making, critical thinking, professionalism, respect and more to give a customer more then they expect and deliver an experience they'll want to share with others.

Customer objections

are a natural part of the selling process. -Doubts show interest and enable the salesperson to give more info to the customer. -The more info the customer has, the easier it is to make the sale. -So sales objections are part of the process that results in the customer getting the info he needs to decide to buy.

off price retailers

brand name products at discounts, owned by the manufacturer or retailer

retail

business that sells products or services to customers

E-commerce stores

buying and selling done over the internet

Wholesaler

buys big quantities of products directly from the manufacturer, breaks them into smaller units, and sells the smaller units to retailers

Lighting

can set the mood and show what the item looks like in a customer's home. Dramatic lighting can be created using spotlights that draw attention to particular items of merchandise.

convenience stores

close by, easily accessible, small in size, quick shopping, and quick check out

supercenters

combined supermarkets and department stores

Inventory Management

creating and maintaining a record of products received and sold.

4. Purchase

customer decides which is the best place is to buy the product/service

1. Need Recognition

customer knows that some product/service might solve a problem or fulfill a need

5. Post-Purchase Evaluation

customer reviews the decision to make the purchase sometimes having "buyer's remorse" and sometimes thinking, "This was a great purchase."

3. Evaluation of Alternatives

customer will mentally rank the alternatives based on how it best solves their problem and decides which is the best option

2. Information Search

customer will then determine which goods/services will solve their problem and compare all of the options and other alternatives.

Product Benefits

explain features in a way that shows customer the advantages or rewards of a product

department store

good service, sell a large variety of mid-high quality goods

diverse shopper

hard to predict or understand and shops in many different places

Walls

have high visability and a valuable asset to use for visual merchandising.