Retail Basics
A customer buys a shirt at a clothing store. Is the shirt a product or a service?
What is a product?
A customer says, "I'm looking for the cheapest option." What type of shopper might this customer be?
What is a comparison shopper?
A customer has a problem. The employee says, "That's not my problem." Is this good or poor customer service?
What is poor customer service?
A customer is talking to you. You are looking at your phone. Are you demonstrating active listening?
What is no?
A customer says, "I'm just looking." What should you NOT do?
What is follow them around or pressure them to buy something?
A customer pays someone to wash their car. Is this a product or a service?
What is a service?
A customer sees a new product and immediately wants to buy it. What type of shopper might this be?
What is an impulse buyer?
A customer has a problem. The employee says, "I'm sorry you're having trouble. Let me see how I can help." What customer-service skill is being demonstrated?
What is problem-solving/customer service?
Name TWO things you can do to show a customer that you are listening.
A customer cannot find a product. You stop what you're doing and help them find it. What are you demonstrating?
What is good customer service?
A customer asks you where the headphones are. You work in the clothing department. What should you do?
What is give the customer clear directions or help them find the headphones?
A customer comes into the store just to look around because they enjoy shopping. What type of shopper might this be?
What is a recreational shopper?
Customers want choices and options because they want to feel that they can ________.
What is make their own decisions?
Change this closed-ended question into an open-ended question: "Do you need this for work?"
"How will you be using this?"
A customer complains about a product. What is one thing the employee should NOT do?
What is blame the customer, argue, or become angry?
You don't know where the headphones are. What should you NOT do?
What is make up an answer or guess?
Why is it important for an employee to understand that customers are different?
Because customers have different needs, preferences, personalities, and ways of shopping.
A customer asks for an item that is out of stock. Name TWO things an employee could do to help.
A customer is upset, but their words sound calm. What else should you pay attention to?
What are their facial expressions, body language, and other nonverbal cues?
A customer has a problem. You don't know how to solve it. What should you do?
What is ask a manager or coworker for help?
A customer asks you a question about a product you don't know much about. What is the professional thing to do?
What is be honest and find a coworker or manager who can provide the correct information?
A customer says, "I need a tablet." Name TWO questions you could ask to learn what tablet might meet their needs.
"What will you use it for?"
"Will you use it for work or school?"
"Will you travel with it?"
"What features are important to you?"
A customer is angry about a problem. What are the FOUR steps you learned for handling a complaint?
You are helping a customer in the store when the phone rings. What should you do?
What is politely excuse yourself, answer the phone professionally, determine what the caller needs, and return to the customer promptly?
A customer says, "I don't know which product to choose." Give TWO things you can do to help the customer make a decision.