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A customer is comparing two electronic devices and asks about the differences in features. What should the sales associate do?
Explain the key differences and help the customer choose based on their needs.
A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. What is the LEAST appropriate response?
A. Tell me what you are looking for in a backpack.
B. I'm sorry you've had this problem. I will help you choose a new item.
C. No one has ever returned one of these before. They are known for being durable.
D. Would you like to exchange the backpack for the same style or choose something different?
A sales associate in a garden center is ringing up a customer who is buying several house plants. How can the sales associate BEST inform the customer about related products?
Ask the customer questions to understand their needs and suggest helpful items.
While demonstrating a new blender, a sales associate showcases the product's ability to make smoothies using a specific setting. What product feature does the setting show?
Function.
What does the D in Craved Stand For
Disposable
A representative from a popular cosmetics company is coming in to demonstrate makeup applications. The sales associate attended the last product demonstration and is very familiar with how to use them. Why should the sales associate attend this demonstration again?
To be better able to answer customers' questions.
What are the correct steps for solving problems effectively?
Define the problem, identify solutions, choose a solution, take action.
A customer likes a specific sofa but wants to have it made in a different fabric. What is the FIRST thing the associate should do?
Check to see if the sofa can be special ordered in a different fabric.
What is the BEST way to explain features and benefits of a product to a customer?
Show the product in action.
Give me an example of a item that is not CRAVED
Fast Food
A superstore bakery recently changed from baking products in the store to getting products delivered from the company's central baking plant. The bakery supervisor gives the associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?
Use the information in the memo to answer the customer's question.
A customer calls a banking call center to report that the ATM fees on his account are incorrect. During the call, the call center's computer system goes down, making it impossible to check
Offer to call the customer back when the computer system is working.
A customer wants a style of women's jeans that is out of stock in her desired color. What is the associate's BEST response?
"Would you like to have the jeans in the color you want shipped to you?"
An associate is reassigned from a small suburban work site to a bustling city work site. The new site has a different customer base and product line. How can the associate BEST prepare to make a smooth transition?
A. Accept that it will take time to adjust.
B. Meet with the new store manager and ask for guidance.
C. Talk with friends who are more experienced who currently work in the city.
D. Plan to use the same customer service techniques he has always found to be successful.
What does the R Stand For In CRAVED
Removeable
What does "fulfillment" mean?
Pulling stock items for customers who bought them online and will pick them up.
What does "fulfillment" mean?
Pulling stock items for customers who bought them online and will pick them up.
A customer is looking at televisions. What is the BEST question for the associate to ask the customer?
A. Is this for you, or is it a gift?
B. What features are important to you?
C. Are you looking for anything special?
D. May I show you some televisions that just arrived?
What is the MOST important reason to inform customers about returns, service plans, product warranties and guarantees?
Customers deserve to have all the information they need to make the best decision about their purchase.
What is the second step in the customer loyalty life cycle?
The customer considers different purchase options.
When getting a massage at a spa, the receptionist states how long the treatment will be, how much it will cost and what products will be used. What are these details called?
Features.
What is the term for the number of items within a transaction?
Units per transaction.
A customer is looking at a display of assorted silver necklaces that vary in price. Which would be the BEST comment for the sales associate to make in order to determine the customer's price range?
A. "Those are some of our most popular brands. What is your price range?"
B. "Will this be a gift? If so, the more expensive sterling necklaces would be perfect."
C. "With so many elegant options, it can be really hard deciding which necklace to buy. How much are you looking to spend?"
D. "Aren't these necklaces beautiful? They come in sterling or silver-plated. Sterling is a bit more expensive. Do you have a preference?"
What should a sales associate do when the store is out of stock or does not carry the exact item a customer is looking for?
Offer an alternative item that will meet the customer’s needs.
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer gets angry and demands that the pants be fixed. How should the sales associate respond?
Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.