Vocabulary
An entity that buys large quantities of products directly from the manufacturer and then sells smaller amounts of these products to different retailers.
**Think back to when we talked about the direct/indirect channels of distribution
Wholesaler
Joe earns a monthly salary of $4,150. He spends $375 per month on entertainment. What percent of his monthly salary goes towards his entertainment budget?
9%
A customer likes a specific sofa, but wants to have it made in a different fabric. What is the FIRST thing you should do?
A. Apologize for the limited selection.
B. Check to see if the sofa can be special ordered in a different fabric.
C. Ask why the customer does not like the fabric on the prefered sofa.
D. Suggest another style of sofa available in the fabric that the customer prefers.
B. Check to see if the sofa can be special ordered in a different fabric.
*You want to at least check if their request can be fulfilled before moving onto other options!
What is the most common question you are asked as a customer service worker?
Where to locate a product.
When you consistently give the customer more than they are expecting and deliver an experience they’ll want to share with others.
What is this a definition of?
Customer Service.
A type of add-on services in which the manufacturer promises to repair or replace the item for a specific period of time if needed.
**Think back to the example I gave about my couch!
Warranty
The new pair of shoes that you want to buy cost $89, but they are on sale for 47% off. What price will you pay at the register?
$47.17
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. "With so many elegant options, it can be really hard deciding which necklaces to buy. How much are you looking to spend?"
C. "Will this be a gift? If so, the more expensive sterling necklaces would be perfect."
D. "Aren't these necklaces beautiful? They come in sterling or silver-plated. Sterling is a bit more expensive. Do you have a preference?"
D. "Aren't these necklaces beautiful? They come in sterling or silver-plated. Sterling is a bit more expensive. Do you have a preference?"
*You want to give them the information without directly asking about price or assuming their financial situation.
Explain open ended and close ended questions to receive full points!
OPEN ENDED QUESTIONS
Begins with the words who, what, when, where, how and why
Cannot be answered with a yes or no.
Useful in gathering general information.
CLOSED-ENDED QUESTIONS
Can be answered with a yes or no.
Intended to limit talking or control the direction of conversation.
What are the 3 stages of approaching a customer?
Greeting Stage
Service Stage
Benefit (Merchandise) Stage
A social media user who has established credibility in a specific industry or content area, has access to a huge audience through their follower network and can persuade others to act based on their recommendations.
Social media influencer
If the annual salary for a job is $106,475 and 37% is taken out for taxes, a savings plan, and health insurance, what is the biweekly take home pay?
$2,579.97
What are the correct steps for solving problems effectively?
A. Define the problem, identify solutions, choose a solution, take action.
B. Research the problem on the internet, evaluate how others solved the problem, implement the most effective solution.
C. Brainstorm ideas, poll co-workers on the best solution, implement the winning solution.
D. Identify the problem, list possible solutions, evaluate how long each solution would take, implement the fastest solution.
A. Define the problem, identify solutions, choose a solution, take action.
Explain the difference between features and benefits to earn full points.
Features: Relate to the quality and service of merchandise.
Physical in nature including color and size and appeal to our senses of touch, taste, smell, hearing, feeling and sight.
Answers the questions, “What?”
Benefits: The advantages or rewards of product features.
Answers the questions, “Why?”
What are the top 5 companies for customer service?
**Double points if you can tell me where the company is from OR put them in the correct order**
2. Trader Joe's (California, USA)
3. Aldi/Lidl (Germany)
4. Amazon (Washington, USA)
5. Lexus (Japan)
Checkout lanes that allow customers to scan, pack and pay for their merchandise without the assistance of a store cashier, although an employee is always close by in case the customer needs help
Self-check out
If you purchase a suit for $559 plus 8.7% sales tax and a flat $45 alteration fee (tax-free), what is your total bill?
$653.75
A sales associate is helping one customer when another customer comes to the counter. What should the associate do?
A. Complete the current sale as quickly as possible.
B. Acknowledge the new customer but complete the current transaction.
C. Help the new customer before finishing the current customer's transaction.
D. Call another associate to help the new customer.
B. Acknowledge the new customer but complete the current transaction.
*You always want to continue with the customer directly in front of you, while still acknowledging the customer whether they are in person or on the phone.
For every 1 person who complains to you about a service related issue, how many people remain silent to you about their service related issues?
For every 1 person who complains, 26 people remain silent.
How many pay periods are in each of the following pay cycles?
Weekly, Bi-Weekly, Semi-Monthly, & Monthly
Weekly - 52
Bi-Weekly - 26
Semi-Monthly - 24
Monthly - 12
Systems to track items sold, process sales, hold cash and generate receipts.
Point-of-sale system (POS)
If the annual salary for a job is $59,980 and 37% is taken out for taxes, a savings plan, and health insurance, what is the semi-monthly take home pay?
$1,574.48
At checkout, a product's bar code cannot be scanned, and there is no price tag on the item. What should the cashier do FIRST?
A. Ask the customer if she knows the price of the product.
B. Ask the customer to get another item off the shelf.
C. Have another associate do a price check.
D. Manually enter the code.
D. Manually enter the code.
*Most stores have a code book in their system where you are able to look up the product, should there not be a price tag.
Surprise! You're helping a customer in front of you, but the business line is ringing. What is the appropriate way to handle this?
1. Let the customer in front of you know that you are going to answer the call and put them on hold.
2. Answer the call and ask to put them on a brief hold.
3. Finish up with the customer in front of you.
4. Pick the phone back up and help the customer on the phone.
Quick! You have to answer the phone at your job. There is a precise formula on how to do this, which has been demonstrated to you. Do it correctly and you will get all of the points!
1. Give the name of the business
2. Give your name
3. Give your opening statement or question