Retail Basics
This is a person who buys a product or service.
What is a customer?
True or False: Every customer shops in exactly the same way.
What is false?
This means helping customers, treating them respectfully, and trying to meet their needs.
What is customer service?
This means paying close attention and showing someone that you are listening.
What is active listening?
A customer walks into the store. What should you do?
What is acknowledge and greet the customer?
This is a business that sells products or services to customers.
What is a retailer?
This type of shopper looks for the best deal and compares prices.
What is a comparison shopper?
Name ONE skill that is important for good customer service.
What is problem-solving, decision-making, critical thinking, professionalism, or respect?
Which question is open-ended: "Do you want black?" or "What color do you prefer?"
What is "What color do you prefer?"
A customer says, "No thank you, I'm just looking." What should you do?
What is give the customer some space but remain available to help?
A shirt, pair of shoes, television, or bag of groceries are examples of this.
What is merchandise/products?
This shopper makes a quick decision and may buy something without planning to buy it.
What is an impulse buyer?
A customer has a problem with a product. The employee stays calm and tries to help. Is this good or poor customer service?
What is good customer service?
True or False: You should interrupt a customer so you can tell them what you think they need.
What is false?
This is something an employee can use to start a conversation with a customer.
What is an icebreaker?
A haircut, car repair, or lawn service is an example of this because the customer is paying for work that someone provides.
What is a service?
This shopper enjoys shopping as an activity, even if they don't buy anything.
What is a recreational shopper?
Customers want to feel respected, understood, and ________.
What is valued?
A customer says, "I'm looking for a gift for my mother." Give ONE open-ended question you could ask.
"What does your mother like?" "What kind of gift are you looking for?" "What is the occasion?"
A customer is upset. Should the employee become angry too?
What is no?
Name TWO different types of retail stores.
Grocery stores, clothing stores, electronics stores, furniture stores, drugstores/pharmacies, pet stores, sporting-goods stores, and department stores.
A customer walks into a store and says, "I don't know what I want yet." What should the employee do instead of guessing?
What is ask questions and learn what the customer needs?
A customer says, "This isn't what I expected." What is the FIRST thing the employee should do?
What is listen to the customer and understand the problem?
You don't know the answer to a customer's question. What should you do?
What is tell the customer you aren't sure and find someone who knows the answer?
A customer says, "I've been waiting for help for 20 minutes!" Name TWO things the employee should do.
Examples: stay calm, apologize, listen, show empathy, understand the problem, and offer help.