Customer Service Basics
This is the act of going beyond what the customer expects.
Excellent Customer Service
Suggesting a more expensive item than the one selected.
Upselling
Buy Online, Pick Up In Store
BOPIS
Keeping shelves stocked, clean, and organized is called this.
Merchandising
The “C” in CRAVED refers to items that are easy to hide.
Concealable
This type of question requires more than a yes or no answer.
Open-ended Question
Recommending related items to go with a purchase.
Cross-selling
By Online, Return In Store
BORIS
This safety rule helps prevent slips and falls in stores
Cleaning Up Spills
The “A” refers to items many people use daily.
Available
A customer is upset. You listen, apologize, and solve the issue. What skill are you using?
Problem-Solving
Understanding customer needs before recommending products is called this.
Needs Assessment
Acronym for Buy Now, Pay Later payment option
BNPL
The process of counting products to ensure inventory accuracy.
Inventory Management
The Definition of Valuable in the CRAVED method
Items with high resale value
This skill involves focusing completely on what the customer is saying.
Active listening
A customer says, “That’s too expensive.” You explain value and benefits. This is handling what?
Objection
This system tracks sales and inventory at checkout.
POS System
A customer blocks an aisle with their cart. You politely address it to keep the store safe. What are you ensuring?
Store or Customer Safety
Name all the letters of CRAVED
A customer complains loudly. You remain calm and respectful. What trait are you demonstrating?
Professionalism
The final step in the sales process where you ask for the purchase.
Closing the sale
Technology that scans items for pricing and inventory
Barcode Scanner
Employees should know exits, emergency plans, and procedures. This is part of what responsibility?
Workplace Safety Procedures
An Example of the "R" in the Craved method
Items near exits
Unsecured merchandise