Customer Engagement Management
Dealing with Difficult Customers
De-escalation
Maximizing Sales
Potpourri
100
Smiling, eye contact, quickly with sincerity greeting and acknowledging the customer/donor even if helping another customer/donor, and re-acknowledging customers that need assistance
What are specific behaviors used to engage the customer
100
How well an organization is able to constantly and consistently exceed needs
What is customer service
100
Takes time, is intentional and requires a lot of effort
What is de-escalation
100
The act of promoting the sale of goods
What is merchandising
100
Putting impulse items at the check stands
What is merchandising
200
Ask open-ended questions, listen to the customer and take them where they want to go.
What is determining a customer's needs
200
To be taken seriously, to be listened to, to have prompt attention to issues, to fix the situation
What are customer expectations
200
Happens rappidly and unintentionally
What is escalation
200
Showing other items that compliment their purchase
What is suggestive selling
200
Thank you for calling _______ Goodwill. This is ________. How can I help you?
What is proper phone etiquette
300
7-10 seconds (preferably)
What is the amount of time before an employee answers either the dressing room bell or the donation bell
300
Stay in control of your emotions, take deep breaths, listen and paraphase
What is how to handle upset customers
300
Calming high emotions, building trust, moving toward help
What are the goals of de-escalation
300
Showing the customer more fashionable items, being strategic about what else you show the customer
What is upselling
300
Hello, how many pieces? Here, I can take those from you. My name is ... Let me know if you need any further assistance.
What is proper fitting room procedure and engagement with the customer
400
When a customer is leaving the store we should always...
What is thank them for supporting the mission
400
94% of our total sales
What is the % that goes toward supporting our mission
400
85% of GICW's current customers
What are returning customers
400
How we decide what the price of an item should be
What is good, better, best policy
400
Demonstrating a sense of urgency when completing assigned stocking/merchandising duties, doesn't delay return to task after assisting customers
What is being an excellent team member
500
Specific behaviors that contribute to our GICW employees' success in selling our merchandise
What is Customer Engagement Management
500
7 out of 10 and in some cases 9 out of 10
What is the number of upset customers that will return, and will return if the issue is resolved quickly
500
Apologizing, diplomacy, going into computer mode, being part of the solution, showing empathy, showing appreciation, deploying the "when question"
What are seven ways to de-escalate a customer
500
merchandising, customer service, suggestive selling
What are three tips for maximizing sales
500
Your prices are too high!
What is the #1 GICW customer complaint
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