NO THANKS!
A customer walks into a store, and the salesperson immediately asks, "Can I help you?" The customer says, "No, I'm just looking." What type of question should the salesperson have asked?
What is an open-ended question?
"Do you like black?"
"What colors do you usually like to wear?"
This type of question usually allows a customer to give more than a one-word answer.
What is an open-ended question?
A salesperson asks a customer a question but spends the entire time thinking about what product they're going to recommend. What important customer-service skill are they missing?
What is active listening?
A customer walks into the store and immediately starts looking through a rack. What is one professional opening question?
"What are you looking for today?"
True or False: A yes/no question is always a bad customer-service question.
What is False?
Yes/no questions can be useful in some situations, but open-ended questions are generally better for discovering a customer's needs.
"Is this for a special occasion?"
"Tell me about the occasion you're shopping for."
Which question is more likely to encourage conversation?
A: "Do you want a skirt?"
B: "What kind of outfit are you looking for?"
What is B: "What kind of outfit are you looking for?"
A customer says, "I need something comfortable because I'll be wearing it all day." What piece of information should the salesperson remember?
What is "comfort is a customer need"
A customer says, "I'm looking for something for my daughter." What should you ask next?
What is "Tell me a little about her style."
"What kind of clothing does she usually like?"
"Where will she be wearing this fit?"
A salesperson asks, "Are you looking for a dress?" The customer replies, "No." How much information did the salesperson actually learn?
What is very little/not much?
They only know that the customer doesn't want a dress.
"Do you want something casual?"
"What kind of look are you hoping to create?"
A customer says, "I hate shopping for clothes." Which response is more likely to open a conversation?
A: "Do you want me to help?"
B: "What makes shopping for clothes frustrating for you?"
What is B: "What makes shopping for clothes frustrating for you?"
A customer says, "I love this dress, but I don't like how tight the sleeves are." What should the salesperson focus on when making a recommendation?
What is "The customer likes the style of the dress but needs comfortable sleeves / a different sleeve fit."
A customer says, "I need a dress, but I don't know what looks good on me." What would you say?
"What kinds of styles do you usually feel most comfortable wearing?"
A customer is browsing a rack of jackets. How would you rephrase "Do you need a jacket?" as an open-ended question?
"What are you looking for today?" or
What is "Tell me what you're hoping to find"
"Do you need something under $50?"
"What price range would you like to stay within?"
A customer is holding two different dresses and comparing them. What is an open-ended question that connects to what you observe.
"What are you comparing between these two dresses?"
"What are you looking for in a dress?"
A customer tells you, "I need something for a job interview. I don't want to look too formal, but I want to look professional." Give one sentence that demonstrates you were listening.
What is "So you're looking for something professional but not overly formal."
A customer says, "I love this jacket, but it's more than I wanted to spend." What should you NOT say?
What is "Well, you can't have everything"
What is "It's worth the price"
What is "You shouldn't be shopping here, then"
What would be a professional response to, "I'm just looking"
What is "Absolutely. Take your time, and I'll be nearby if you have any questions.
A customer says, "I need something to wear to a party."
Give two different open-ended questions a salesperson could ask to learn more.
What is "Tell me about the party."
"What kind of party are you going to?"
"What do you usually feel comfortable wearing?"
"What would you like your outfit to say about you?"
A customer says, "I don't know what I want." What's a better response than immediately showing them five different garments?
What is asking an open-ended question?
"What kinds of things do you normally like to wear?"
"What are you hoping to find today?"
A customer tells you three things:
Complete the sentence: "So you're looking for ..."
What is "So you're looking for looser styles that are appropriate for a wedding and are priced at $75 or lower."
A customer says, "I need an outfit for a wedding, but I have no idea what I'm supposed to wear." You get one question to start the conversation. What do you ask?
What is "Tell me about the wedding"
"What do you know about the venue or dress code?"