Customer Service
What does G.O.T stand for?
Greet
Offer
Thank
How do you deal with an Indecisive customer?
Ask the customer specific questions or offer suggestions
List some examples of technology in the store?
Cash register
Hand scanner
Self check-out station
Telephone
What should you do when a customer approaches the cash register to get their items checked out?
Greet the customer then ask if they were able to find what they needed.
What is the purpose of the barcode?
To ring up information about the product you scan.
Why is good customer service important to the business?
Creates customer loyalty
What are the different types of difficult customers?
Angry
Indecisive
Demanding
Critical
What is an "End Cap"?
The shelves at the end of an aisle marketing specific items making them highly visible to the customer.
What should you do at the end of a transaction at the cash register?
Thank the customer for shopping at (fill in the blank with the store)
What is a store brand item?
Items that are made and sold exclusively by a specific retailer, they are often priced lower than name brand items.
What is customer loyalty?
Customers who return to your business for their needs instead of exercising other options.
How do you deal with a Demanding Customer?
Assure the customer you will help to do whatever you can to resolve the issue.
Be prepared to compromise or ask for add support.
What are some areas in a typical CVS store?
Pharmacy, Stockroom, Break room, Manager office, Sales floor (aisle), and Bathroom.
In what order should the cash and coins in the register be displayed?
Small bills to the left and larger bills to the right
How many numbers are in a SKU/Item Number?
Six
What Does A.A.A stand for?
Acknowledge
Apologize
Act
How do you deal with a critical customer?
Maintain professionalism at all times
Listen actively and empathetically
Acknowledge, Apologize, and Act
Use positive langauge
Offer clear effective solutions to the problem
Review the print date on the pack of deodorant the customer would like to buy. If the date and price listed say 8/16/2025 at $9.99 then honor the sale.
You're alone at the register ringing up customers and you hear the phone ring. What should you do?
Finish what you're doing. Ask the customer if they would mind just holding on for a moment. Once you have their permission to leave answer the phone and place the customer over the phone on hold while you finish your task.
You're at the cash register ringing up a customer when suddenly the customer asks you to remove a specific item from their ring up. What should you do?
Stop ringing up items
Press the void button
Scan the item again to void it
Continue ringing up the customer
What should you do first when a customer walks into the store?
Greet them warmly? (Hello, welcome to _____. My name is _____. Let me know if you need any help.)
How do you deal with an angry customer?
Speak slowly in a calm tone assuring the customer you're here to assist them. Be prepared to apologize even when the situation may be no fault of your own.
You notice the items on the shelf are out of order and some items are missing from the shelf. The items missing are running low on supply. How should you reorganize the shelves to make them look appropriate to the customer?
Neatly organize the shelves
Make sure the items are facing properly
Make sure the items are all presented at the front of the shelf so that it's easily accessible for the customer
What are the six steps of ringing up a customer?
1. Smile and greet!
2. Ask if they found everything ok?
3. Do you have your ___ loyalty card?
4. Scan and bag
5. Tell the customer their total
6. Thank the customer for shopping at ____
The End Cap is almost empty and there are no more promotional items to fill the caps up. What should you do?
Make the End Caps as neat as possible making sure that all the items are facing the front of the shelf so that it's easy for the customer to reach