Satisified Customers
Customers expect you to do what you say you’ll do. What two qualities does this demonstrate?
Consistency and reliability.
What should you do with the customer’s name and observations from your initial conversation?
Use them to personalize and tailor the customer service experience.
What’s the difference between a feature and a benefit?
A feature is what the product has; a benefit is how it helps the customer.
What is cross-selling? Give one example.
Suggesting complementary items, e.g., selling coffee filters with a coffee maker.
Why should you explain the return policy during the purchase?
To avoid confusion later and build customer confidence in the store.
Why do customers want multiple options when making a purchase?
It empowers them to make the best decision for their needs.
Turn this feature into a benefit: “This phone has a 24-hour battery.”
“You won’t need to worry about recharging during your busy day.”
Why are open-ended questions better than asking “How much do you want to spend?”
They reveal preferences without embarrassing the customer or making them defensive.
What is upselling? Give one example.
Recommending a higher-end or more valuable product, e.g., offering noise-cancelling headphones instead of regular ones.
A customer is hesitant about buying an expensive gift. What reassurance could you give?
Remind them of the store’s return/exchange policy.
A customer says, “I’m in a rush.” What’s the most important thing for you to do?
Make the process quick and easy while still being efficient and polite.
Give one way you can appeal to a customer’s senses during a product demonstration.
Examples: Let them feel fabric, taste a sample, listen to headphones, watch screen quality, etc.
A customer says they usually buy luxury handbags. What pricing cue does this reveal?
They prefer higher-end brands and may value quality/status over low cost.
True or False: Cross-selling should only happen at the end of a sales interaction.
False. It should happen naturally during the conversation.
What should you do if you believe a product isn’t the best choice for a customer?
Honestly explain why and offer alternatives, even if they aren’t available in your store.
What does “Delivering Value” mean beyond just price?
Providing product/service knowledge and great customer service that helps customers make informed buying decisions.
Why should you use customer reviews or product stories in sales?
To build credibility and confidence in the product/service.
Rewrite this bad question: “Why do you want this laptop?” into a better one.
“I’m curious how you plan to use this laptop.”
Name three possible add-on services retailers can offer.
Warranties, layaway, credit, alterations, delivery, installation, etc.
Why are loyalty programs valuable to both the customer and the retailer?
Customers get perks/discounts; retailers build repeat business and gather useful purchase data.
Why is surprising customers in a positive way important?
It exceeds their expectations, strengthens loyalty, and creates memorable experiences.
What is a private-label product, and why do retailers offer them?
A store brand developed and sold exclusively by the retailer; builds loyalty and offers unique value.
A customer is comparing two refrigerators. Which type of question helps you understand their preference?
Answer: “What kind of refrigerator do you currently have? Is this a brand you like?”
Why should sales associates never assume a customer won’t want or can’t afford add-on services?
Every interaction is a new opportunity; assuming could cause missed sales and poor customer experience.
A customer is undecided even after you’ve shown features and benefits. What are three things you could do to help overcome objections?
Be patient, paraphrase their concern, reiterate product knowledge, show comparisons, or provide reassurance (e.g., return policy).