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