Customer Service
This is the overall impression customers have of a company based on what they see, hear, and experience.
What is a brand?
Projecting a professional appearance and having a positive attitude helps create this important moment with customers.
What is a first impression?
The complete listing of all merchandise a retailer owns.
What is inventory?
The goal of loss prevention is to protect this important part of the business.
What is profit?
The total income a business earns from selling products.
What is revenue?
Providing a positive and memorable experience that exceeds customer expectations.
What is quality customer service?
Recommending additional items that complement a customer's purchase.
What is cross-selling?
The barcode commonly used to track products in retail stores.
What is a UPC code?
This crime occurs when someone leaves a store with merchandise without paying.
What is shoplifting?
The amount added to the cost of a product to help generate profit.
What is markup?
This communication skill means fully hearing and understanding what a customer says and what they imply.
What is active listening?
Encouraging customers to purchase a higher-value product with additional benefits.
What is upselling?
Technology that uses radio signals to track products and inventory.
What is an RFID tag?
When employees steal cash, merchandise, or company property.
What is internal theft?
The difference between revenue and the cost of goods sold.
What is gross profit?
These types of questions encourage customers to give detailed responses.
What are open-ended questions?
These are used to help move the conversation toward completing a purchase.
What are transition statements?
The process of selecting products and promoting their sale in a store.
What is merchandising?
Examples include credit card fraud, refund fraud, or package switching by customers.
What is external theft or customer fraud?
Costs such as rent, salaries, and utilities used to operate a business.
What are operating expenses?
These programs reward repeat customers with incentives for continued business.
What are loyalty programs?
These shoppers come to the store with a specific list or goal in mind.
What are mission-driven shoppers?
Presenting products attractively to encourage customers to buy them.
What is visual merchandising?
Security tools like cameras, RFID tags, and electronic sensors are examples of these.
What are anti-theft techniques?
The final amount of money left after all costs and expenses are subtracted from revenue.
What is net profit?