Week 1
The time frame for greeting a customer when they walk into the store
What is within the first 30 seconds?
Name 4/8 of the elements of body language/nonverbal communication.
What are:
Face
Eyes
Posture
Gesture
Voice
Movement
Touch
Appearance
A customer who is making a return loudly remarks about the poor quality of service received from the store, including the item they originally wanted being out of stock. What is the BEST way for the sales associate helping the customer to respond?
What is keep your composure, apologize, listen carefully, and propose solution options?
A customer wants to purchase a $75 jacket. The jacket has a 6.25% sales tax on it. What would be the final price of the jacket after tax?
$79.69...but wait the jacket was 20% off - redo the problem with this sale!
How a customer is connected with the products and services that they want and need to purchase
What is a distribution channel?
Bonus: can you explain the difference between multichannel and omnichannel retailing?
What you could up-sell and cross-sell when a customer is purchasing a 50 ft. garden hose?
What is a longer/higher end (better material/etc.) hose and hose accessories, garden gloves, tools like spades or shovels, seeds to plant, etc.
A customer comes into the store looking to buy a new pair of headphones with superior sound quality, durable construction, and peak comfort. Pitch them your product!
Product or Service Knowledge includes the following:
Features
Benefits
Functions
Uses
Required Support (warranties, delivery/installation, repairs, financing, etc.)
Pricing
Location
Product History
Comparisons to Competition
An open ended question you could ask at the beginning of a sale, an open ended question you could ask to figure out a customer's budget, and a closed ended question you could ask to transition a sale to the close?
How can I help you today?
What brands/material/etc. do you prefer?
Would you like that folded or left on the hanger?
What does CRAVED stand for and name one item that would fit into each category. What is the best way to prevent theft?
What is:
Concealable: chapstick, lighter, gum
Removable: candy, car/bike, clothes
Available: wallet, food at a buffet, newspaper
Valuable: TV, watch, car, toiletries (razors)
Enjoyable: toys, video games, phones
Disposable: batteries, razors/toiletries, food
Through quality customer service
You are helping one customer and a second customer comes in with a question - there is no one else in your department who can assist right now. How can you balance assisting these two customers?
What is:
Ask for permission
Wait for permission - if first customer says yes, then...
Greet and introduce yourself to the second customer. Ask them if there is a way you can help them right away, such as guiding them to a specific aisle/product and explain that you will return to help them ASAP. If another employee can help right away, ask them to do so (if no one is available, you can get a supervisor or put out a call for back-up)
If you leave a customer to help another, when you return to the first customer, thank them for waiting and reengage in your conversation.