Engage the customer
How should you greet an existing customer?
By name
Replacing items that have sold is called this.
True or False: There are 10 National Employment Standards in Australia.
False
Concealing items items, watching other staff and customers is an example of what kind of behaviour?
Suspicious behaviour
Name one type of approach used in retail.
Greeting
Merchandise
Service
This document lists the number of cartons delivered.
Consignment note (Con note)
This organisation provides advice and enforces workplace laws.
Fair Work Ombudsman.
Remaining alert to risks is called this.
Vigilance
What kind of questions should you be asking when you need to find out lots about the customer's needs?
Open question
If goods are damaged, you should complete this document.
Credit request form
Breaking company policies could lead to this serious outcome.
Dismissal
What is the most important thing to consider when dealing with a shoplifter.
Your personal safety and the safety of those around you.
What kind of questions are usually answered with a Yes or a No?
Closed questions
Unsellable products due to damage, theft or expiry are called this.
Shrinkage
This determines who you report to in a workplace structure.
Chain of command /Hierarchy
What should always be done if the cash register is left unattended?
Lock the register and remove the key.
What is the name of the technique used when you summarise the customer needs back to them?
Paraphrasing
What do you need to consider when storing products?
Temperature, lighting, and ventilation
What is initiative?
Taking action without being told and suggesting improvements.
True or False
Only balance the register when all customers have left and the store is locked.
True