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Customer Service > Chapter 3 > Flashcards

Chapter 3 Flashcards

1
Q

Expectations of a Satisfied Customer

A

expects overall purchase experience that satisfies needs/wants; make them feel appreciated.

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2
Q

satisfied customer expectation

Solve my problem

A

every interaction should be considered an opportunity to build a positive relationship with the customer

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3
Q

satisfied customer expectation

Understand my expectations

A

customer expect that effort will be put into serving them and that courtesty and care will be shown

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4
Q

satisfied customer expectation

Offer options; let me decide

A

help customer make decision by representing options that meet their needs and providing information that may influence their choices

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5
Q

satisfied customer expectation

Promise me

A

actions that go above and beyond to exceed expectations

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6
Q

satisfied customer expectation

Be consistent and reliable

A

treat them in a consistent way and do what you say you are going to do

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7
Q

satisfied customer expectation

Deliver Value

A

includes customer service experience and the product/service knowledge provided to help make buying decision.

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8
Q

satisfied customer expectation

Make it quick and easy foor me

A

make things easy as possible and convey sense that you are working as efficiently as you can

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9
Q

satisfied customer expectation

Keep it confidential

A

keep customer information private: payment data, address, number, sizes, spending amount, etc

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10
Q

Tailor the service experience by considering:

A
  • explain features as benefits
  • appeal to their senses, demostrate product
  • share product stories and reviews
  • offer multiple options and alternatives
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11
Q

Private label products

aka store brands/ in-house brands

A

developed by national/international manufacuterers and then sold under another brand name available only particular retailer stores.

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12
Q

offer multiple options/alternatives such as:

A
  • choice color, model, size
  • customizable options
  • comparable national/private label brand
  • pricing/comparative value
  • rent vs buy
  • special offers
  • products available through retailer omnichannel system
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13
Q

Upselling

A

occur when there is extra value to be explained or when customer shared information on a desired benefit not included

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14
Q

Warranty

A

guarantee issued to purchaser by the manufacturer promising repair/replace item for specific period of time

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15
Q

Extended warranty/service plan

A

customer have option to extend the time that warranty is in effect.

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16
Q

layaway

A

service that allows customer make deposit and then pay overtime.

17
Q

Credit

A

offered through installment financing and resolving credit

18
Q

Alterations

A

Modifications to products that help them best meet the needs of the customer,

19
Q

Delivery and installation

A

retails may deliver and/or install products either free or at a cost.

20
Q

Return Policy

A
  • does the customer need to bring the original receipt
  • can the product be returned or only replaced
  • are there restocking fees
  • is there a time limit on returns
  • do tags need to be on clothing
  • will the customer recieve store credit or cash back
21
Q

Loyalty Programs

A

marketing programs that provide incentives to repeat customers.

22
Q

Cross selling

A

recommending additional products that compliments the customer/s purchase.

23
Q

quality service

A

delivering a positive, memorable experience that is more than what the customer expected

24
Q

ways to process transcations

A
  • mobile tablets
  • handheld devices
  • by phone
  • self checkout
  • POS systems
  • process sales
  • hold cash
  • generate receipts
25
Q

SKU number

stock keeping unit

A

unique number assigned by the retailer

26
Q

PLU number

price look up

A

standard number assigned to produce and other items or identifying information

27
Q

processing cash

A
  • 24% americans use cash
  • consider making change correctly, stopping short charge artists
28
Q

Short change artist

A

dishonest shopper, might argue that they gave 20 but only gave 10.

29
Q

Credit/Debit transaction

A
  • 86% americans use
  • cards required by issuer to be signed on back to be valid
  • can swipe or use chip
  • CC aceess lines of credit extended to the customer by the issuer, usually required to sign
  • DC extension of customers bank acocunt, usually require PIN
30
Q

Mobile payments

A

use technology called NFC (near field communication) to initiate secure, contactless payments between 2 devices.

31
Q

Customer Service Scale

A

provided through surveys, reviews, social media comments.
* A: extra mile service
* B: Courteous
* C: Adequate
* D: Indifferent
* F: Discourteous

Customer Service (9 decks)

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