Customer Service Basics
What is the term for the first interaction a customer has with a store employee that sets the tone for the entire experience?
The Greeting or First Implression
What does "upselling" mean?
Encouraging the customer to buy a higher-priced or upgrade version of a product they are considering
Why is accurate product knowledge important?
It builds customer trust, enables correct recommendations, reduces returns, and speeds up service.
When a customer becomes verbally aggressive, you should:
Calmly acknowledge the situation and apologize for the experience.
What is one example of professional dress or grooming in a retail setting?
Clean and ironed uniform.
Name two key elements of active listening when interacting with a customer
1) Giving Full Attention (not interrupting)
2) Paraphrasing
3) Asking Clarifying Questions
Define "closing" in a sales transaction.
Part of the sales process where the salesperson asks for the customer's comittment to buy.
List one way you can learn about a new product you are selling.
Manufacturer's product guides.
Verified Product pages.
Training Materials (manuals, videos, etc.)
Outline a 3-step method for turning an angry customer into a satisfied one.
Resolve the problem
Follow up to ensure satisfaction.
Name one skill that is essential for retail employees.
Communication.
Problem-Solving
Teamwork/Collaboration
Explain why body language and tone are important in customer service
because they convey attitude and sincerity beyond words.
What are features and benefits?
Benefits: How the product helps the customer, what it does to them/make them feel
How should a salesperson explain a warranty to a customer?
State what is covered in the warranty and for how long.
If a customer gets loud on the sales floor, you should:
Calmly, get your manager.
How can an entry-level retail worker demonstrate initiative that could lead to a promotion?
Volunteering for training.
Take extra shifts.
Make suggestions that could improve business.
Describe the difference between reactive and proactive customer service
Reactive responds to a customer issue after it happens and proactive anticipates and prevents customer issues before they happen
Explain consultative selling
Focusing on understanding customer needs and recommending solutions rather than pushing products
Creating customer value.
A customer accuses an employee of being rude in front of other shoppers. Explain how the employees should respond in the moment.
Acknowledge the customer and offer to continue the conversation privately.
Describe how punctuality and attendance impact store operations and customer experience.
Tardiness can leave the store short-staffed, therefore increasing customer wait times.
A customer returns to the store upset about a product they bought two months ago and asks for a refund. What should you do?
Follow the step-by-step customer service approach by following the rules.
A customer is heistant because of price. What should you do?
Ask what features are most important and compare with lower-priced options.
They are only available at certain times of the year.
What is the best way to follow up with an angry customer?
Call or email to follow up and see if they need anything else.
What are the keys to a great interview?
Printed Resume
Well dressed and tidy.
Clear voice.
Look the interviewer in the eyes.