Retail Industry
Customer Service
Store Operations
Mixture
Situations
100
What is retailing?
business that sells products and/or services to consumers.
100
How do you know when to present product knowledge?
When the customer is interested in the product, and asks you questions about it
100
What is Shrink/Shortage?
Missing Inventory
100
What is non-verbal communication?
Communication without speaking out loud
100
If you deliver an item and you notice it is damaged...what should you do?
Have customer care contact the customer for a follow-up of satisfaction.
200
What is the 5 stage decision making process?
Need Recognition Problem Awareness Evaluation of Alternatives Purchase Post Purchase Evaluation
200
What are product features?
Anything that appeals to the 5 senses
200
What are safety hazards?
Anything that can cause injury to an employee or customer.
200
What is empathy?
Putting yourself in someone else's shoes.
200
What do you do if a customer is angry? Give Steps.
1. Remain Calm 2. APOLOGIZE and thank the customer for making you aware of the problem 3. Listen carefully and investigate the situation 4. Fix it
300
What are demographics?
Age, Gender, Ethnicity, Household Size, Income, Education, Occupation, Place of Residence.
300
What are Product Benefits
The advantages or rewards of product features
300
What are different types of fraud?
Bad checks, counterfeit money, package switching, refund fraud, missing inventory
300
What does resentful mean?
To be unhappy, not satisfied, angry etc.
300
If you suspect someone of shoplifting, what should you do?
1. Follow your store policy. 2. Do not accuse someone 3. Contact supervisor/security/police 4. Do not try to apprehend them
400
What is a Physical Cue?
What your body tells you
400
What are open ended questions? What are closed ended questions?
Begins with who, what, where, when, why, how. Answers need explanation. Begin in Do, Can, Will, Are. Answers end in a yes or no.
400
Why do we keep fitting rooms clean?
Upkeep the store image Prevent shoplifters from hiding security tags
400
What is active listening?
Proving to the customer you are listening and understanding them.
400
What is the most important thing to remember about Customer Service?
Do what makes the customer happiest
500
What is a commercial cue?
Advertising message
500
What is Suggestive Selling?
Selling products that go with the main item.
500
What is "other" types of loss?
Employee errors, vendor/check/credit/debit card fraud (anything involving money)
500
What is an impulse buy?
Quick, last minute purchase
500
If you aren't sure of what the right thing to do is...what should you do?
Follow the store policy or ask a supervisor/manager.
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