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CUSTOMER SERVICE & SALES STUDY GUIDE KEYFill in THE blank: 1st 10 seconds make EYE contact & GREET.ANSWER the PHONE on the 3rd ring.If a customer walks in and you’re helping another customer, give EYE CONTACT and a greeting and let them know you will be right with them as soon as possible.Try not to point with finger to where a customer has to go, walk them there and if you absolutely can’t, point using your hand.OPEN ended questions are the best questions. They can start with who, what, when, where, how, & why. CLOSED ended questions are not the best. CLOSED ended questions end with one word answers such as yes or no. Multiple CHOICE: You should let customers know about (RETURN OR WARRANTY) POLICY & FREQUENT BUYER PROGRAMS at CHECKOUT.You should let customers know about (RETURN OR WARRANTY) POLICY during PURCHASE.PERMANENT LABELS must include fiber content in (ASCENDING OR DESCENDING) order.WRITTEN RECORDS on a customer are (FOR ALL SALES ASSOCIATES OR CONFIDENTIAL).The BEST way to sell a product is to show its (features or benefits). Define:Rapport- (ra-poor)- A close and harmonious relationship in which the people or groups concerned understand each other's feelings or ideas and communicate well.Objections-An expression or feeling of disapproval or opposition; a reason for disagreeing. Price objection- Disagreements with the price of products.Resentment-Bitter indignation at having been treated unfairly.Irate-Feeling or characterized by great anger.If a customer becomes this way, you should call the managerBerating-scold or criticize (someone) angrilyRebate-***A return of part of the original payment for some service or merchandise; partial refund.Spouse- The person that he/she is married too.Non-verbal cues- Information that is presented through body language or hand gestures.Verbal cues-Information that is spoken.Frequent buyer programs- Programs that reward customers who often buy products from a particular store.Impulse buy- Buying based on emotions and feelings.Personnel-People employed in an organization or engaged in an organized undertaking such as military service.TermSituation DefineEmpathy (empathize) To feel and partially understand another person.Patience- (how to deal with angry customers)Staying calm when dealing with rude customers.Sincerity-(how to be when you apologize) Sympathetic Maturity-(how to act in uncomfortable situation)Act like an adult and professional in front of the customers.Objectivity-(when talking about a warranty or return policy)factsSubjectivity-(when talking about how customer looks in dress)opinionCalculate: Markdown (Discount)Product cost $22.40, discount of 10%, discount in $2.24 new sales price $20.16. Markup (Sales Tax)Just KNOW it: To ensure the customer has a positive shopping experience provide alert and courteous service w/ a smile.If they have a large party of people, accommodate all of them by providing them with information of where a sitting area is located or where they can get a complimentary cup of coffee.The BEST way to sell a product is to DEMONSTRATE it!The BEST way to satisfy a customer is right then and there at that moment!Customers don’t like hard sales or telemarketers.PRODUCT LABELS list INGREDIENTS that are in FOOD.SALES ASSOCIATES should learn, use, or demonstrate a product before selling to make it easier for them to sell. Two Major Types of Test Questions: WHAT SHOULD THE SALES ASSOCIATE DO FIRST?WHAT WOULD BE THE BEST FOLLOW UP? Know how to read & comprehend THE FOLLOWING:Warranty CardReturn policyAdvertisement ................
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