Chapter 3 Flashcards
Expectations of a Satisfied Customer
expects overall purchase experience that satisfies needs/wants; make them feel appreciated.
satisfied customer expectation
Solve my problem
every interaction should be considered an opportunity to build a positive relationship with the customer
satisfied customer expectation
Understand my expectations
customer expect that effort will be put into serving them and that courtesty and care will be shown
satisfied customer expectation
Offer options; let me decide
help customer make decision by representing options that meet their needs and providing information that may influence their choices
satisfied customer expectation
Promise me
actions that go above and beyond to exceed expectations
satisfied customer expectation
Be consistent and reliable
treat them in a consistent way and do what you say you are going to do
satisfied customer expectation
Deliver Value
includes customer service experience and the product/service knowledge provided to help make buying decision.
satisfied customer expectation
Make it quick and easy foor me
make things easy as possible and convey sense that you are working as efficiently as you can
satisfied customer expectation
Keep it confidential
keep customer information private: payment data, address, number, sizes, spending amount, etc
Tailor the service experience by considering:
- explain features as benefits
- appeal to their senses, demostrate product
- share product stories and reviews
- offer multiple options and alternatives
Private label products
aka store brands/ in-house brands
developed by national/international manufacuterers and then sold under another brand name available only particular retailer stores.
offer multiple options/alternatives such as:
- 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
Upselling
occur when there is extra value to be explained or when customer shared information on a desired benefit not included
Warranty
guarantee issued to purchaser by the manufacturer promising repair/replace item for specific period of time
Extended warranty/service plan
customer have option to extend the time that warranty is in effect.
layaway
service that allows customer make deposit and then pay overtime.
Credit
offered through installment financing and resolving credit
Alterations
Modifications to products that help them best meet the needs of the customer,
Delivery and installation
retails may deliver and/or install products either free or at a cost.
Return Policy
- 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
Loyalty Programs
marketing programs that provide incentives to repeat customers.
Cross selling
recommending additional products that compliments the customer/s purchase.
quality service
delivering a positive, memorable experience that is more than what the customer expected
ways to process transcations
- mobile tablets
- handheld devices
- by phone
- self checkout
- POS systems
- process sales
- hold cash
- generate receipts
SKU number
stock keeping unit
unique number assigned by the retailer
PLU number
price look up
standard number assigned to produce and other items or identifying information
processing cash
- 24% americans use cash
- consider making change correctly, stopping short charge artists
Short change artist
dishonest shopper, might argue that they gave 20 but only gave 10.
Credit/Debit transaction
- 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
Mobile payments
use technology called NFC (near field communication) to initiate secure, contactless payments between 2 devices.
Customer Service Scale
provided through surveys, reviews, social media comments.
* A: extra mile service
* B: Courteous
* C: Adequate
* D: Indifferent
* F: Discourteous
