Addressing Customer Hesitations
How could you address the customer hesitation, "I only use my miles card."
"I understand. Just so you know, the TJX Rewards Credit Card is a great value and could earn you $10 in certificates for every $200 spent at TJMaxx, Marshalls, HomeGoods, Homesense, Sierra, and online at all of our .com's with no annual fee."
How might you engage a customer with the TJX Rewards program while on the sales floor when they are shopping for furniture/big ticket items?
"That is a great piece of furniture. If you open a TJX Rewards credit card today, you could save an additional 10% and earn Rewards every time you shop!"
Customers get ______ percent off* on their first in-store purchase.
*Subject to credit approval.
Discount only valid within the first 30 days of being approved and only when used with a TJX Rewards credit card. Also, it excludes gift cards.
Ten.
The TJX Rewards Credit Card application has a _____ digit code at the top of the application to authenticate the application is correct and current according to Federal Regulations.
Six.
TJX Rewards members can easily access and redeem their _____ in the app.
Rewards Certificates.
How could you address the customer hesitation, "no thank you."
"Just so you know, every $200 you spend cumulatively at TJMaxx, Marshalls, HomeGoods, Homesense, Sierra, and online at all our .com's you could earn Rewards certificates. If you are approved, you could save 10% on your purchases today."
How might you engage a customer with the TJX Rewards program while completing Markdowns on the sales floor?
"Take a look at all of the great new items we've marked down! Has anyone mentioned our TJX Rewards Credit Card Program and how you could earn Rewards every time you shop with us?"
TJX Rewards members earn _____ percent back in rewards every time they shop our stores using their TJX Rewards Credit Card.
Five.
What are the valid forms of identification that can be used to apply for the TJX Rewards Credit Card?
State Diver's License.
State issued I.D.
Military I.D.
U.S. issued Passport.
Permanent Resident Card/Green Card
TJX Rewards members can pull/swipe up their _____ to use in stores if they have forgotten their actual plastic card.
Digital card.
How could you address the customer hesitation, "my spouse/partner would be upset if I opened a credit card."
"I understand. Keep in mind the TJX Rewards credit card could help you save more. Consider applying next time you visit. You can also apply online or from your mobile device at www.tjxrewards.com."
How might you engage a customer with the TJX Rewards program while on the sales floor when the customer has her/his basket full?
"You've found some really great deals today! Let me tell you how you could save 10% today and earn rewards every time you shop with us by opening a TJX Rewards Credit Card!"
TJX Rewards members earn _____ percent back in rewards every time they use their TJX Rewards Credit Card anywhere else Mastercard is accepted.
One.
When applying for the TJX Rewards Credit Card, the customer enters their phone number, Social Security/ITIN Number, and _____ into the Pin Pad.
Annual Net Income.
TJX Rewards members can manage their accounts to see balances and _____ in the Activity tab.
Transactions.
How could you address the customer hesitation, "the interest rate is too high."
"Feel free to compare the interest rates of other retail cards. You can avoid paying interest by paying your balance in full each month by the due date."
How might you engage a customer with the TJX Rewards program while on the sales floor when she/he wants to purchase a tethered handbag or a locked fragrance?"
"I will be happy to unlock this item! You've selected some great merchandise at amazing prices! Did you know you could save even more with our TJX Rewards Credit Card Program?"
What annual fee does the TJX Rewards Credit Card have?
None.
What should you say to a customer who has received a pended response after completing the TJX Rewards Credit Card application?
"For your protection, the bank needs to verify some of the information on your application. They will be in contact with you in the next couple of weeks. Upon approval, you would receive your 10% off coupon in the mail and have 45 days to use it."
TJX Rewards members can pay their bills and _____ in the "Make a Payment" or "Payments" tab.
See all previous payment history.
How could you address the customer hesitation, "I get cash back when I use my existing card."
"We offer our customers 10% off when approved and you'll start earning 5% back in TJX Rewards certificates every time you shop in our stores."
How might you engage a customer with the TJX Rewards program while on the sales floor if the customer needs help finding a price?
"I can definitely help you with that price check! Let me also tell you how you could save 10% today and earn rewards every time you shop with us by opening a TJX Rewards Credit Card!"
TJX Rewards members are invited to what type of events?
Exclusive Shopping Events.
What should you do if you receive a bank down message on the register after completing a TJX Rewards Credit Card application for a customer?
Apologize to the customer and re-enter the application as most offline responses are temporary. If the bank down response occurs a second time, offer the customer the opportunity to apply on their mobile device at tjxrewards.com/info or the next time they shop. Then, contact the help desk.
In order to register their TJX Rewards Credit Card accounts on our mobile app, TJX Rewards members must first download the _____ and create an account.
T.J.Maxx, Marshalls, or HomeGoods app.