🛍️ KNOW BEFORE YOU SELL
What should an associate learn about the products and services they sell?
Accurate product and service information.
A phone case has reinforced corners. Are reinforced corners a feature or benefit?
Feature.
What type of question encourages a customer to give more than a yes/no answer?
Open-ended question
What customer type may be quiet and give short answers?
Reserved or shy customer
You don't know where a product was moved. Should you guess?
No. Verify the location using an appropriate resource or ask a knowledgeable employee.
A customer asks the price, available colors, and sizes. Is this general or in-depth information?
General information.
“This leak-resistant lid can help keep your school bag from getting wet.” Is this describing a feature or benefit?
Benefit.
“What are you looking for in a new phone case?” Open-ended or closed-ended?
Open-ended.
What should you do when a customer enters the store?
Acknowledge and greet the customer professionally.
A customer wants something because it's viral online. What should you do before recommending it?
Find out the customer's actual needs and interests.
A customer asks detailed questions about whether a gaming controller works with their system. What type of information do they need?
In-depth information.
A portable speaker has a long-lasting battery. Give a benefit of this feature.
The customer can use it longer without needing to recharge as often.
Change this into an open-ended question: “Do you want a large tumbler?”
“What size tumbler are you looking for?”
Why should an associate adjust their approach for different customers?
Customers have different needs, interests, personalities, and shopping behaviors.
A customer asks a product question and you don't know the answer. What should you do?
Use a reliable resource or ask a knowledgeable employee instead of guessing.
What is the difference between general and in-depth product information?
General information covers basic facts; in-depth information provides more detailed product or service information.
What's the difference between a feature and a benefit?
A feature is a characteristic of a product; a benefit explains how that characteristic helps or creates value for the customer.
“Do you need the USB-C version?” is what type of question?
Closed-ended question.
What does active listening require an associate to do?
Give focused attention to what the customer is saying and respond appropriately.
A customer says, “I need a gift, but I have no idea what to buy.” What should you do FIRST?
Ask questions to gather information about the recipient and the customer's needs.
Why is continuous learning/growth mindset important when learning products and services?
Products, services, and information change, so associates must continue learning to provide accurate information.
A customer walks to school in the rain. A jacket is made from waterproof material. Identify the feature AND benefit.
Feature: waterproof material. Benefit: it can help keep the customer dry in wet weather.
A customer says, “I need headphones for studying.” Give an open-ended question AND a confirming question.
Example: “What features matter most when you're studying?” and “So comfort and reducing distractions are important to you, correct?”
Name THREE things an associate can do to create a positive customer connection.
Acknowledge/greet the customer, communicate professionally, and listen/respond to the customer's needs.
A customer wants a smartwatch but doesn't know which one. What steps should you take BEFORE recommending one?
Greet/engage the customer, ask questions, gather information, listen, use accurate product knowledge, and confirm the customer's needs before recommending.