Customer Service
What is a 'loyal customer'?
A shopper who has received great service who comes back repeatedly and shares positive reviews.
What is an example of an 'open ended question' you could ask a customer shopping for a new video game?
1) What type of game are you looking for?
2) How would you describe your ideal game?
3) What kind of games have you been into lately?
What does 'retail operations' describe?
The work you do behind the scenes to make sure your retail store is ready for customers to shop (e.g. hiring and firing, tracking inventory, marketing, and monitoring workplace safety).
This anti-theft device is attached to clothes and requires a special tool to remove. What is it?
Non-electronic ink tag
When using a ladder, how many points of contact should you maintain when climbing up or down?
3-points of contact
What is a 'company brand', and what influences it?
The overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and its services.
When a customer enters your store, what are two ways you can start to 'make a connection' with them?
1) acknowledge them within 30 seconds
2) welcome them to the store
3) introduce yourself
4) ask an icebreaker question to get them comfortable
The 'Store Inventory Lifecycle' begins at the time the inventory arrives at the store and ends when...?
The item leaves the store with a paying customer.
'Loss prevention' is designed to reduce what?
Preventable loss (deliberate or accidental)
What federal- and state-level administration protects employees from hazards in the workplace?
Occupational Safety and Health Administration (OSHA)
What is the difference between 'basic' and 'quality' customer service?
'Basic' customer service is doing the minimum, while 'quality' customer service is delivering a positive, memorable experience that is more than what the customer expected.
What are 3 ways you can show that you are practicing 'active listening' with a customer?
2) Nod along to what they are saying
3) Ask clarifying questions
4) Don't interrupt
5) Show empathy
What is the term for: making sure that merchandise arriving at the store exactly matches the items and quantities stated on the shipping documentation?
Receiving
What should you do if an armed robber comes into your store?
1) Remain as calm as possible. 2) Do exactly as the robber demands. 3) When the robber leaves, call the police, security and management. 4) When security and police arrive, describe the incident carefully.
What two steps should be taken if you discover an electrical hazard while working at a retailer?
1) Secure the area (don't let anyone get near it)
2) Report the situation to management for repair by an electrician or qualified custodian.
Name two reasons that a retailer might invest in customer service technology?
- Make tasks faster and easier to complete
- Collect customer data to understand their decisions
- Communicate better with customers (email/text)
- Minimize risks and liabilities
What's the term for suggesting bed sheets to a customer who just bought a new mattress?
Cross-sell
Give 2 reasons why it's so important that a store's on-hand inventory is accurate.
1) increases customer loyalty
2) reduces excess inventory
3) helps a retailer notice shoplifting issues
4) replenishment orders happen at the right time
What percent of total preventable loss is due to employee (internal) theft?
30%
What is the difference between "revenue" and "profit"?
"Revenue": The total amount of money that a retailer collects from customers.
"Profit": The amount of money a retailer keeps after accounting for expenses.
The customer service process describes how store associates respond to customer needs. What are at least 3 of the 5 steps in this process?
1) Greet the customer;
2) listen to their needs and wants;
3) check that you've understood them;
4) respond with the best solution or option;
5) deliver on any promises you make (e.g. finding a co-worker, or getting more information).
After confirming you understand what a customer is looking for, what are 3 ways you can 'personalize your service' to best make a sale?
1) Share product knowledge
2) Share customer reviews
3) Demonstrate products (engage the 5 senses)
4) Explain alternatives
5) Present loyalty programs
What are two examples of 'visual merchandising'?
Presenting products in the most attractive way possible to drive customer interest, including:
1) How mannequins are dressed
2) the smell of the store
3) The soundtrack of a store
4) Folding clothes nicely
5) the strategic location of products
What is the term for: when a thief takes a lower-priced item out of a package, and replaces it with a higher priced item, before taking it to the register to be paid for?
Package switching
What is the difference between "operating expenses" and "cost of goods sold"?
Operating expenses: Indirect costs, or all of the "overhead" expenditures (e.g. rent, staff salaries, advertising, transportation, insurance, taxes, etc.)
Cost of good sold (COGS): Direct costs associated with manufacturing a product (e.g. raw materials and labor costs), OR how much a retailer pays a manufacturer or vendor.