Chapter 4 Selling and Service/Performing Your Best Flashcards
The ______ is the detailed list of vendor items requested by the store.
PURCHASE ORDER
____ are sent to the vendor or store distribution center to request shipment of merchandise.
PURCHASE ORDER
______ is a list of the quantity and type or merchandise that the vendor sends to a store.
PACKING SLIP
A physical count of every piece of merchandise in a store, creating a record of the store’s inventory at a specific point in time is a _________
PHYSICIAL INVENTORY
The art and science of presenting the products you sell in the most attractive way possible in order to generate traffic, create a buzz, and generate sales.
MERCHANDISING
Preventing the loss of inventory or merchandise due to shoplifting, employee theft, or employee error is ______
LOSS PREVENTION
Staging products in a way customers will use the product and creating a display around that mental picture is ______
LIFESTYLE MERCHANDISING
When assets of a business are loss due to theft or loss due to error is
LOSS
____ commonly referred to as shrink or shrinkage because a retailer’s inventory literally shrinks in size when it is reduced by theft or can’t be accounted for due to employee error.
SHORTAGE
Loss caused by shoplifting, employee theft, and employee error.
SHRINK/SHRINKAGE
_____ is the difference between the amount of merchandise on a company’s financial records and the actual count of merchandise.
SHRINK/SHRINKAGE
_______ is inventory that arrives to the store with the price tags already attached and can be placed on the floor after check in.
PRE-PRICED INVENTORY
____ is a means of stealing by trickery, such as stolen credit/debit cards, counterfeit money, currency switching, package switching, refund fraud, refund abuse, stolen checks or bad checks.
FRAUD
____ is a visual map that shows shelf heights, merchandise and signage placement that maximizes the display space.
PLANOGRAM
Carrying, hiding, concealing, or otherwise manipulating merchandise with the intent of taking it or paying less for it is ______
SHOPLIFTING
A _____ is when items are ordered at the same time but are shipped indifferent shipments.
SPLIT-SHIP
Processing Product Exchnages and Returns
8% of all retail sales result in a return or exchange. True or False
True
Converting Returns to Exchanges
Customer returns can be converted into exchanges by:
- Ask questions and listen.
- Confirm the need.
- Offer recommendations.
- Complete the sale.
Service Recovery
When a customer is upset, it’s important to:
- Be reassuring: An upset customer needs to feel as if you understand the problem and will resolve it.
- Avoid explaining the reasons behind the issue: The customer needs to feel that you’re focusing on solving the problem, not justifying why it happened.
- Provide next-level service: Look for ways to help the customer’s situation that go beyond just fixing the problem.
Building Your Clientele
At some retailers, typically high-end stores, sales associates are encouraged to build a one-to-one relationship with customers.
A retailer’s clientele is the collective group of customers that are served by a specific retailer, when considered in total.
Individual employees can build a clientele group that they pay special attention to serving. True or False?
True
Building Your clientele
Following up with customers helps you:
- Determine whether customers are enjoying their purchase.
- Solve problems customers are experiencing with their purchase.
- Build customer relationships.
- Encourage and/or identify potential future purchase opportunities.
- Inform customers about upcoming promotions or new products.
- Gain referrals.
- Make customers feel appreciated.
True or False?
True
Building Your Clientele
When following up with customers, keep it sincere, brief and appropriate.
Message options are:
Message options:
- Call/leave a voice message.
- Email.
- Send a thank-you note.
Asking for Help and Advice
When you run into a situation where you need help, do the following:
- Try! If you know how to handle the situation, use what you have learned to try to help the customer right away.
- When you don’t know how to handle a situation, ask for help right away.
- Ask for help from a manager, supervisor, or other experienced employee.
- Listen to the way your experienced co-workers handle difficult situations.
- Keep the way your co-workers handle things in mind.
Your Brand is You
Ways to present the best you and make a great first impression are:
- Present employability attributes and a professional look.
- Display a positive attitude toward the brand, customers and coworkers.
- Demonstrate effective communication.
- Take care of yourself.
Employability Attributes
Employability attributes are the skills that employers look for in potential employees.
These include:
* Foundational skills in reading and math.
* A positive attitude
* Honesty
* Reliability
Professionalism
Displaying a positive attitude is a skill set that can be learned. It’s one of the most important transferrable skills you can learn – something that never becomes obsolete.
What you feel on the inside is your business, but the behaviors you display at work can contribute to the success or failure of a retailer’s business.
True or False?
True
Presenting a Professional Look
- Maintain a daily hygiene schedule for your body, teeth, hair and fingernails.
- Wear clean and presentable clothes, appropriate for the job.
- Facial hair should be well-groomed.
- Do not eat or chew gum while working.
- Wear only lightly-scented perfume or cologne.
These are ways you can present a professional look. True or False?
True
Effective Communication
Four Verbal Communication Styles are:
- Analytical
- Intuitive
- Functional
- Personal
Communicating with Customers on the Phone
Your attitude and willingness to help them come through in your:
- Tone
- Intensity
- Inflection
- Pitch
- Rate
- Volume
Digital Communication
KEY TECHNIQUES
- Begin with a personal greeting.
- Use professional, positive language and convey your smile through the words.
- Keep it short and place the most important things first.
- Use language appropriate to your retailer’s brand and culture, but not internal jargon.
- Proofread your message to check for errors or missed words.
- Close by thanking the customer for their business.
- Seek advice from a supervisor when you are unsure how to appropriately word a message.
KEY TECHNIQUES
- Begin with a personal greeting.
- Use professional, positive language and convey your smile through the words.
- Keep it short and place the most important things first.
- Use language appropriate to your retailer’s brand and culture, but not internal jargon.
- Proofread your message to check for errors or missed words.
- Close by thanking the customer for their business.
- Seek advice from a supervisor when you are unsure how to appropriately word a message.
Taking Care of Yourself
Physical well-being includes:
- A focus on reducing workplace injury.
- Getting enough sleep.
- Exercising.
- Avoiding substance abuse.
Physical well-being includes:
- A focus on reducing workplace injury.
- Getting enough sleep.
- Exercising.
- Avoiding substance abuse.
Effective Time Management
KEY TECHNIQUES
Prioritize
Focus
Organize
KEY TECHNIQUES
Prioritize
Focus
Organize
