Knowing the Customer
The type of question that can't be answered with a "yes" or "no"
Open-ended
An example of what customers want
Solve my problem, understand my expectations, offer options, be consistent, surprise me, deliver value, etc.
The 1st step in the Four-Step Recovery Process
Keep your composure
The first link in the Distribution Channel
Manufacturers
A feature of a car is that it has leather seats. What is a benefit of that feature?
Easier to clean, better with animals, etc.
The type of listening that describes hearing and understanding what a speaker is saying. The best type of listening.
Active Listening
Something you should never ask a customer
"How much do you want to spend?"
"Why do you want....?"
True of False: It is better for a customer to make an exchange rather than receive a refund.
True
This type of retail ownership is a business owned by shareholders, etc. Example; Walmart
Corporation
The first step in the Five-Stage Decision-Making Process
Need Recognition
The best way to show a customer you have understood what they are saying.
Restate and summarize their needs.
An example of this type of selling is when you recommend batteries when a customer buys a toy.
Cross-selling
The name for a group of customers that a business serves
Clientele
The term for physical goods that are bought and sold
Products
The type of customer that makes quick purchase decisions
Impulse buyer
"What a beautiful day!" is an example of this.
Ice-breaker
This type of selling involves a more expensive product that better meets the customer's needs
Upselling
True of False: When following up with a customer it is better to keep it brief and short.
True
A retailing approach that places the focus on a seamless shopping experience. NOT multichannel
Omnichannel
The best way to discourage shoplifting
Great customer service
The type of question that is usually answered with a "yes" or "no". You will not get much information with these types of questions.
Closed-ended
A product's taste, smell, feel, etc.
Features
The specific term for the action a retailer takes to address a service failure
Service Recovery
This type of ownership involves a license that is granted to another entity. Example; Taco Bell, McDonalds, KFC, etc.
Franchise
The 4 steps in problem-solving
Define the problem, identify solutions, choose a solution, take action