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.