Read the Customer
This nonverbal action can make a customer feel that you are paying attention and interested in helping.
What is eye contact?
This is the first step in the four-step service recovery process.
What is keep your composure?
Working together toward a shared goal instead of focusing on individual drama is called this.
What is team work?
These initials stand for Units Per Transaction.
What is UPT?
The impression people form from your behavior, attitude, work habits, communication, and appearance is called this.
What is your personal brand?
This communication style wants facts, data, logic, and proof.
What is analytical?
A customer is looking around the store expectantly. The customer is likely waiting for what?
What is help?
After staying calm, an associate should do these two things for the upset customer.
What are apologize and thank the customer?
Prioritize, focus, and organize are three habits that improve this workplace skill.
What is time management?
An employee does not understand a company policy. Instead of guessing, they should do this.
What is ask a supervisor?
An employee who consistently arrives on time and completes assignments by the deadline demonstrates this employability attribute.
What is dependability?
This communication style says, “Just give me the big picture. I don't need every little detail.”
What is intuitive?
A customer is reading several tags and comparing similar products. This is what the customer may need help doing.
What is choosing a product?
During this service recovery step, the associate listens, asks questions, and gathers the facts without blaming the customer.
What is listen carefully and investigate?
A customer needs help right now, while reorganizing the break-room cabinet can wait. The customer is a DO task, while the cabinet is this type of task.
What is DELAY?
In SMART goals, the letter T means the goal must include this.
What is a time limit/time-based deadline?
An employee finishes all assigned work and asks the manager, “Is there anything else I can help with?” This attribute is being demonstrated.
What is initiative?
This communication style prefers processes, order, timelines, and step-by-step explanations.
What is functional?
You are already helping one customer when another asks for assistance. Before stepping away, this is what you should do first.
What is ask the first customer for permission?
Before suggesting a replacement for a returned item, an associate should do this to learn why the item did not work for the customer.
What is ask questions/listen to the customer's needs?
These are the four problem-solving steps in the correct order.
What are define the problem, identify solutions, choose a solution, and take action?
This is what the letter M stands for in SMART Goals.
What is Measurable?
A store changes its online-order system. An employee learns the new process without complaining and adjusts to the change.
What is adaptability?
A customer says, “I'm nervous about spending this much money.” This communication style values feelings, connection, and a supportive tone.
What is personal?
You briefly step away from a customer to help someone else. When you return to the customer, you should do this.
What is re-engage and summarize where you left off?
A customer says, “This jacket doesn't fit my son.” Give a response that could help turn the return into an exchange.
Answer determined by Mrs Pujol.
An employee admits a mistake, listens to feedback, fixes the problem, and learns from it. This workplace quality is being demonstrated.
What is accountability?
This retail measure tells the average dollar amount customers spend per transaction.
What is average sale?
An employee makes a mistake at the register, immediately tells the truth, accepts responsibility, and works to correct it. This employability attribute is being demonstrated.
What is integrity?
An employee repeatedly stretches above their head to reach merchandise instead of using a ladder or asking for help. This type of workplace injury risk is being created.
What is an ergonomic injury/overexertion?