Customer Service Basics
This refers to the help, information and recommendations that company employees give to people who buy its products & services.
What is Customer Service
These can be touched, tasted, seen, smelled, and/or heard. They include things like color, size, flavor, scent, and texture.
What are product features
This type of shopper views shopping as an experience and "fun"
What is a recreational shopper
A customer gives you $20, his total bill was $11.65. How much change does he receive back?
What is $8.35
What is the 1st step in the Selling Process?
What is "Make a Connection with the customer."
This refers to the first time a customer meets and talks with an employee at a store
What is a first impression
Which of the following describes a question that can not easily be answered with "yes" or "no"
What is an open ended question
This shoppers mindset allows for quick purchasing decisions
What is an impulse buyer
You sell somebody a soccer ball, and then sell them a soccer net. What is this an example of?
What is cross-selling
Maintaining eye contact, controlling facial expressions, and not crossing your arms are examples of what?
What is monitoring body language?
The three C's of customer satisfaction are:
Commitment, Communication, Consistency
Recommending additional products that compliment a customer's purchase.
What is Cross-Selling
This type of shopper wants to find out what's trending before making a purchase.
What is a follower
The three P's of customer service are:
Patience, Professionalism, People-first attitude
What is Upselling?
This is the overall impression gathered from information seen, heard, and experienced by customers.
Promise, Brand, Culture, Feeling
What is a Company Brand
Having a customer touch a pillow while doing a sales pitch is an example of what kind of selling strategy?
What percentage of people say they will no longer do business with a company AFTER they have a negative experience?
What is 50%
What are two ways you can learn more about a product that you are selling?
*Multiple Answers
This type of mindset limits your ability to grow as an employee.
What is a fixed mindset?
This refers to hearing and understanding what a speaker is saying out loud and within context.
What is active listening
What is
1. Scan Items, 2. Enter Loyalty Program, 3. Scan Coupons, 4. Process Payment, 5. Give receipt
These are marketing programs that provide incentives to repeat customers who are loyal company brand shoppers.
What is a loyalty program
This type of mindset helps you learn and grow as an employee.
What is a growth mindset?
This statement is defined as trying to get a customer to finish up a sale.
What is a transition statement