CHAPTER 2 - KNOW BEFORE YOU SELL Flashcards
Studies show when consumers receive good service, they tell ____ people about it. (p. 39)
1-3
Active listening is not just listening to the words, it is also listening for the ___ behind the words. (p.50)
MESSAGE
_____ involves demonstrating interest in your customers. (p. 50)
ACTIVE LISTENING
A customer’s need that motivates the customer to come to you in the first place–to solve a problem or to get a product or service is a ___ need
PRACTICAL NEED
The customer’s need to be treated with respect and to feel valued, understood, and involved in decisions that affect them is a ___ need
PERSONAL
Customers have two basic needs
PERSONAL NEEDS
PRACTICAL NEEDS
An CLOSED-ENDED QUESTION is used best when you want to limit talking or to control the direction of the conversation. True of False?
TRUE
A CLOSED-ENDED QUESTION tend to evoke one-word answers like
YES OR NO
An OPEN ENDED QUESTION is most useful when you want
GENERAL INFORMATION
An OPEN ENDED QUESTION is used to get someone talking. True or False?
TRUE
An OPEN ENDED QUESTION begins with
WHO, WHAT, WHERE, WHEN, HOW, AND WHY
Asking probing questions helps you delve more deeply into a customer’s needs, problem, or complaint to identify the issue involved and to begin to move toward a solution. True or False?
TRUE
Greetings are one important aspect of providing a quality customer experience. Other important factors are
1) Appropriate attire (clean, approachable appearance)
2) Good listening skills to help asses customer needs
3) Speaking clearly so you can be heard and understood
4) Willingness to provide ongoing support to build customer loyalty
5) Giving the impression you want to help
6) Not making promises you can keep
7) If you don’t know, asking someone who does
In the service stage you offer help to
SATISFY THE CUSTOMER NEEDS
Three stages to approaching the customer are
1) Greeting Stage
2) Service Stage
3) Benefit Stage
To create an “icebreaker” you might:
1) Observe the customer to pick up clues to start a conversation
2) Establish a common interest
Creating an opening for discussion is an ___
ICEBREAKER
Be sensative and think about taking steps to get to know someone, rather than achieving an ____
INSTANT FRIENDSHIP
After initially greeting the customer, what you say and how you say it should be in tune with the customer’s ______ and _____
PERSONALITY AND MOOD
“When I am frustrated, I give up” is a ___ mindset
FIXED
“I am either good at it or I am not” is a ___ mindset
FIXED
“Challenges help me to grow” is a ____ mindset
GROWTH
“Failure is an opportunity to grow” is a ___ mindset
GROWTH
Continuous learning is about your ____
MINDSET
Whether a customer has walked into a store or is waiting on the telephone, it is important to acknowledge that person immediately. True or False?
TRUE
It is essential that you make a connection with your customer as soon as possible. Studies show that customers who wait more than ____ seconds to be greeted think they have waited ____ minutes
WAIT 30-40 SECONDS / 3-4 MINUTES
It is essential that you make a connection with your customer as soon as possible. Studies show that customers who are greeted promptly _____
SPEND MORE MONEY
___ and ___ up at people when you greet them to show that you are friendly and interested in helping them.
SMILE AND LOOK UP
Looking professional is not just about how you dress. It also has to do with ___
BEING ALERT AND COURTEOUS
Laying the groundwork for extraordinary customer service begins with setting the stage with welcoming and professional image. True or False?
TRUE
A sales associate should greet a customer entering the business establishment within ___ seconds
30
The SERVICE SUCCESS LOOP is
BUSINESS SUCCESS = EMPLOYEE SATISFACTION AND RETENTION = CUSTOMER SATISFACTION = CUSTOMER LOYALTY
The customer is the employees ____
PAYCHECK
No Revenue means ____
No WAGES
Without customers , there is no _______
REVENUE
Studies show when service is poor, ___% of retail customers refuse to go back to the store.
91%
Studies show the likelihood that customers will repurchase from a company if their complaints are handled quickly or pleasantly is ___%
82%
Studies show when consumers receive poor service, they tell an average of ___ people about it
10
Studies show when consumers receive good service, they tell ____ people about it
1-3
Studies show when consumers receive good service, they tell ____ people about it
1-3
Studies show consumers spend up to ____ more for the same product with better service
10%
Sales associates can stay informed about their competitors by
1) Reviewing competitor marketing materials
2) Compare all product details and specifications and identify differences
3) Compare advantages and disadvantages of competitor products and services
4) Answer customer questions
Sales associates who can complete and differentiate their own merchandise from that of their competitors have an advantage in creating and keeping ______
LOYAL CUSTOMERS
____ can be very helpful in your sales presentation
PREPARING IN ADVANCE
Knowing the specific features and benefits of the merchandise you sell can help you better explain to customers how specific products can meet their needs. True of False?
TRUE
PRODUCT BENEFITS are
Advantages or Rewards of product features
To satisfy customer’s needs, it’s important for you to first equip yourself with comprehensive knowledge. This involves
1) Learning the product information
2) Using the product or service
3) Understanding any safety requirements
4) Anticipating questions your customers might have and researching answers.
5) Keeping notes or checklists to help you when needed
PRODUCT FEATURES can be
1) TOUCHES
2) TASTED
3) SEEN
4) SMELLED
5) HEARD
Product and/or service knowledge is information learned and used to help customers understand how a product or service will meet their needs. True or False?
TRUE
Show you understood the customer by restating and summarizing. True or False?
TRUE
Ask questions to clarify any points you are uncertain about. True or False?
TRUE
Confirmation questions provide a ____ system. They help you confirm that you completely understood the customer’s message, and they give the customer an opportunity to add addition information or clarification.
CHECK AND BALANCE
Silence sometimes signals that the customer has _____, is ______ or angry, or is too _____ to indicate confusion. Silence is often misunderstood as _______.
GIVEN UP, FRUSTRATED, EMBARRASSED, CONFIRMATION
When your confirmation comes out as a statement, rather than as a question, it’s a good idea to ask for a ______.
RESPONSE
You can build customer confidence by incorporating the following techniques into every customer interaction to ensure a positive outcome by
1) Let the customer speak
2) Demonstrate interest by maintaining a “You” not “I” attitude and react when the customer responds to show you understand
3) Listen and make eye contact
4) Politely interrupt when necessary to ask clarifying questions (note: allow the customer to complete their statement before interrupting)
5) Get the customer’s opinion and ask clarifying questions
6) Respond with clear and accurate answers
7) Get the customer’s opinion and ask clarifying questions
8) Offer ideas and applications for the product or alternatives if necessary
9) Counter objections politely and avoid making assumptions
Showing your interest in the customer by making a positive remark about the item the customer is looking at is a subtle approach help create a positive impression of you and the store. Three important things are accomplished_____ , ______ , ______.
1) You’ve complimented the customer’s taste.
2) You’ve assured the customer he/she is the expert.
3) You’ve shown your own product knowledge.
We retain on ___% of what we hear.
25%
Listening is the critical component to effective ______.
COMMUNICATION
Listening is the _________ skill that helps make it possible to carry out other responsibilities.
FOUNDATIONAL
Some BEST practices for Active Listening are ___ , ____, ____, and ____.
1) Focus entirely on your customer
2) Listen completely
3) Listen for what is not said
4) Remain objective; do not judge
Use verbal and nonverbal cues to demonstrate ____.
ACTIVE LISTENING
Showing empathy in your facial expressions is an example of ____ cue.
NONVERBAL
Nodding to show you are listening and understanding the customer is an example of a ____ cue.
NONVERBAL
It is important to pay attention to the customer’s nonverbal signals to see whether their words match their emotions. True or False?
TRUE
If a customer appears on edge, upset, or angry, show ___ in your replies.
EMPATHY
If you are not sure you understand correctly, ___ the customer’s words or ask more questions to gather more information.
PARAPHRASE
Never ___ you know what the customers want. If you are unsure ____ clarifying questions.
ASSUME
ASK
GETTING TO THE DETAILS: PRICING PREFERENCE CLUES
You can learn a customer’s pricing considerations by simply ____ and asking probing ____ questions.
OPEN-ENDED QUESTIONS
GETTING TO THE DETAILS: PRICING PREFERENCE CLUES
You can narrow down a customer’s preferences by asking ____ questions.
CLOSED-ENDED QUESTIONS
Answering the phone is an important part of ____ service.
IN STORE SERVICE
To find balance between servicing customers in the store (face to face) and servicing customers on the phone, a few rules of thumb should be followed: ___, ___, ____, ____, ___.
1) Excuse yourself to answer the phone
2) Answer the phone politely and professionally
3) Determine the customer’s needs
4) If necessary ask permission to place the customer on hold.
5) Be prompt and accurate. Do not make promises you can not keep, and keep the promises you make.
When using proper phone etiquette, ___ makes all the difference.
TONE
Sales associates must treat phone customers the same as customers in the store in front of you. True or False?
TRUE
Customers must feel ___ and ____.
VALUED AND IMPORTANT
Sales associates are an ___ of the company they work for.
EXTENSION
When servicing customer over the phone, your ___ language, _____ of voice, and ___ choice is very important and must become the entire story.
BODY LANGUAGE
TONE OF VOICE
WORD CHOICE
The entire message you project over the phone to the customer is communicated through your ____ of voice.
TONE
Studies show ___% of a given message is conveyed by tone of voice as opposed to ___% being conveyed through words.
86%
14%
The initial ___ of your voice sets the stage for the rest of the call.
SOUND OR TONE
A customer knows within ___ seconds of initiating the call whether or not they want to deal with you (your company) or not.
10 SECONDS
Your attitude is transmitted through the phone call. Always convey an attitude of service and interest in the customer. True of False?
TRUE
Ways to project a positive attitude over the phone are ___, ____,
1) Smile when you talk on the phone
2) Give the name of your business, and then an opening statement or question
3) Sound enthusiastic and ready to help
ELEMENT OF SPEECH
The element of speech that expresses your emotion and feeling is ___
TONE
ELEMENT OF SPEECH
The element of speech that emphasizes certain words and syllables is ___.
INFLECTION
ELEMENT OF SPEECH
The element of speech that determines how high or deep the voice sounds is ___.
PITCH
ELEMENT OF SPEECH
The element of speech that determines how slow or fast you are speaking is ____
RATE
ELEMENT OF SPEECH
The element of speech that determines how loud you are speaking is ___. (p60)
VOLUME
TONE OF VOICE
A ___ and ___ voice communicates to the customer you are bored. (p60)
MONOTONE AND FLAT
TONE OF VOICE
Slow speed and low pitch communicates to the customer you are ____ or ___. (p60)
DEPRESSEED OR WANT TO BE LEFT ALONE
TONE OF VOICE
High pitched and emphatic voice communicates to the customer you are ____. (p60)
ENTHUSIASTIC ABOUT THE SUBJECT
TONE OF VOICE
Abrupt speed and loud tone communicates to the customer you are ___. (p60)
ANGRY AND NOT OPEN TO INPUT
TONE OF VOICE
High pitched and drawn out speech communicated to the customer you are ___.(p60)
YOU DON’T BELIEVE WHAT YOU ARE HEARING
While servicing a customer over the phone it is important to reflect the intensity of the customer. True of False?
TRUE
____ is the strength of emotion that is projected along with your words. (p60)
INTENSITY
Your level of ___ changes with your level of ____. (p60)
INTENSITY
CONCERN
Multichannel retail customers will seek service through ___, ___, and ___. (p63)
EMAIL, LIVE CHAT, AND SOCIAL MEDIA
Check your email for these key components
- Begin with a personal salutation
- Most important information should be written first
- Clear and specific message
- Use action verbs to express yourself
- Proper spelling, capitalization, and punctuation
- Add an interesting closing
Live chat with a customer is similar to sending an email. When engaging in a live chat with a customer you should
- Listen. Wait to hear the whole story before you try to solve the problem
- Respond promptly and give the customer timelines if research is needed
- Don’t forget to proofread before submitting
When handling transactions that require extra service such as delivery and returns, you must make sure you understand what the customer expects beyond the sale. True or False?
TRUE
Taking the time to gather information and understand what the customer needs creates a _______ which means fewer _____, fewer _____. and better customer ____.
POSITIVE CUSTOMER PERCEPTION ABOUT YOU AND YOUR COMPANY
FEWER ARGUMENTS
FEWER HASSLES
CUSTOMER RELATIONSHIPS
When entering a store, a customer’s number one priority is to have a ____ solved. (p70)
PROBLEM
Customers expect that you (your company) put forth the ___ to address their problems, concerns, and needs.
EFFORT
Customers expect to have their wants, needs, and feelings ___ and ____.
ACKNOWLEDGED
UNDERSTOOD
Customers not only want to have ___ but also that they are the ones making the ___ and you are simply ___ them to do so.
OPTIONS
DECISION
HELPING
______ are things you can go above and beyond customers hopes and expectations.
POSITIVE SURPRISES
Customers expect that you will treat them in a consistent way and that your will do what you say you will do. This provides a sense of security and confidence in your personally and in the company. True of False?
TRUE
Consistency, Reliability, and Predictability builds
LOYALTY
___ is not always the best price
VALUE
Value to a customer is how they are ___. The quality and expertise of the advice they receive from you to help them make decisions.
TREATED
Customers may become overwhelmed, frustrated, and angry when the ___ process to complicated. Your job is to help keep it simple.
BUYING OR SALES
Customers want prompt and efficient service. True or False?
TRUE
Customers expect that you will keep their confident and personal information ____.
PRIVATE
Customer Four Step Grievance Process is
- Keep your composure.
- Apologize and thank the customer
- Listen carefully and investigate the situation
- Propose solution options
Customer feedback is used to ____ satisfaction.
IMPROVE
By listening carefully and taking customer complaints seriously, store and store associates have an invaluable opportunity to improve the customer ___ and inspire ____.
CUSTOMER EXPERIENCE
INSPIRE LOYALTY
Steps to ensure a quality product demonstration are
- Prepare to answer questions
- Understand the customer’s buying motives
- Ask questions and listen carefully to the responses
- Analyze the response to determine the customer’s needs
- Present the product that BEST meets the customer’s needs
- Discuss the benefits of the products
- Compare the product with its competitors
- Let the customer try the product
Your ___ of the information is a key aspect of a quality demonstration.
DELIVERY
Suggesting additional products that compliment your customer’s purchase is ____.
CROSS-SELLING
It is important not to wait until the end of the sale to mention items to cross sell. Work them into your sales presentation to show the items can trully be benefit. True or False?
TRUE
You are the critical link between the customer and the manufacturer when it comes to product warranty. True or False?
TRUE
You must know and understand your company’s policy regarding warranties to provide the customer with accurate information. True or False?
TRUE
If a customer asks for an exception to the company policy, have your immediate ____ or ____ approve it. If approved, explain to the customer exactly ______.
IMMEDIATE SUPERVISOR OR MANAGER
EXACTLY WHAT YOU WILL DO
Your ____ and ____ are great resources when you don’t have an answer to a customer’s question.
COWORKERS
SUPERVISOR/MANAGER
All warranty details must be explained at the ____
TIME OF PURCHASE
IMPORTANT WARRANTY DETAILS INCLUDE:
- WARRANTY TERMS
- EXPIRATION DATE
- WHETHER THE CUSTOMER NEEDS TO COMPLETE WARRANTY DOCUMENTS, SUCH AS A WARRANTY CARD
- IF NECESSARY, LOCAL, REGIONAL, AND NATIONAL LAWS WITH RESPECT TO WARRANTIES.
At the time of purchase, you can go the extra mile to help the customer fill out the warranty card and mail it for them if ____
STORE POLICY PERMITS
If your store does not have detailed warranty information readily available, it is a good idea to ____ reference guide by maintaining a file or notebook containing product warranties and information for containing the manufacturer.
CREATE YOUR OWN
At the time of purchase, explain your product _____ and store _____.
PRODUCT WARRANTIES AND RETURN POLICIES
Always make your RETURN POLICY known tot he customer before completing the _____
SALES TRANSACTION
If your store return policy restricts what you can do for a customer, treat the customer with ____ and look for an _____ solution approved by your store.
RESPECT
ALTERNATIVE SOLUTION
If you need to refer a customer to another area of the store to handle returns and exchanges and you are not presently helping another customer, ____ them to the area and make the introduction.
WALK
What equation shows why customers are important to you as an employee
CUSTOMERS = REVENUE = WAGES = EMPLOYEES
How soon upon a customer’s entrance into the store should a sales associate greet the customer?
30 SECONDS
The two BEST ways to assess a customer’s needs are
- MAKE OBSERVATIONS
- ASK QUESTIONS
When a customer’s expectations are not met, what can we do to satisfy his or her needs?
- BE KIND
- SHOW EMPATHY
- SOLVE THE PROBLEM TO THE BEST OF YOUR ABILITY
4.
