A Customer Buys something that is Large, bulky, or heavy
What is "offer to carry the item to their car, or have them shipped or delivered to their home"
100
knowing where the nearest ATM is located, nearest bathroom, gas station, restaurant and lodging, shipping dates for special orders, sale dates, price changes, etc
What is Being resourceful; steps for getting ready to serve the customer
100
"I am going to buy this Entertainment Center. I need Assistance with this!"
What is Additional Services: Delivery, Assembly
100
For Every pair of shoes you buy, you get a second pair half off....
What is Incentive Programs
200
"Can you tell me how to use this DVD player?"
What is Demonstrating Product Features?
200
"No Thanks, I'm Just Browsing"
What is "offer the customer a cup of coffee to make them feel comfortable"
200
"I understand that this situation might present a problem for you. I would like to extend my gratitude for you business and assure you that we will assist you with your particular situation one on one so that everything is taken care of for you."
What is ways to handle customer complaints
200
"I need a Hem in my Dress and a zipper! I have a wedding to go to in an hour! Please help me!"
What is Additional Services: Alterations; possible delivery
200
30 Days after purchase, you can return the product (if the product is in its original packaging and is not damaged) for a full refund. After the 30 days, you may return the product for a new replacement at half the cost of the item under customer insurance.
What is Customer Warranty
300
This quilt is warm, soft material, beautifully designed to fit any design and perfect for the winter nights...
What is Product Benefits?
300
"Do you like 100% Cotton?"
What is "What type of material is comfortable for you? (open ended questions)
300
"I just bought these Timberlands...And they are already dirty!"
What is Additional Merchandise: Rain Guard spray, boot protectant
A Young male customer is searching for a nice watch for his birthday. He is a student and needs a watch that is pretty durable for a busy school schedule. The sales associate shows him a watch with the features of dual watch and alarm clock, with a featured calendar and stop watch. The customer can now plan his alarm for his scheduled classes and input assignments in the calendar.
What is Fit the product to the customer.
400
Let the customer/client explain the scenario, repeating the scenario back to client for better understanding and then assessing the problem so that you can provide the proper solution for the customer/client.
What is Ways to being a Good Listener and resolving conflict.
400
I am buying this gift for a baby shower.....
What is Additional Services: Gift Wrapping, possible Gift Registry
400
Phone Call, Email, Thank You Letter
What is Methods of Following Up with your Customer
500
"Composition" of a Product
What is the make of the product (what it is made of)
500
"These shoes smell funny when I bought them! I would like my refund in full! And I did not remember to bring my receipt!!!!"
What is "ADVISE THE CUSTOMER OF THE POLICY"
500
Hi Mr. Johnson, I wanted to give you a call because we just got a new shippment in of golf clubs and I remember from our last conversation that you expressed needing a new club! We have some really great ones in now on sale! Would you like to schedule a separate time for you to come in and I can show you our new collection?
What is How to follow up on a Customer Interaction, or conversation.
500
I wish I could get deals and discounts all the time...I shop in this location all the time!
What is Additional Services: Frequent Shopper Program