Chapter 4.1 Flashcards
Body Language Cues
nonverbal communication, conscious or unconscious gestures and movements that express feelings or intentions.
Primary element of body language: FACE
important indicator of feelings, emotions, interests. Indicate that you want to speak and show attention
Primary element of body language: EYES
often the first non verbal cues noticed. used to make or avoid visual contact and express feelings based on intensity and duration of a connection
Primary element of body language: POSTURE
how you hold your head, shoulder, legs, arms, hips.
Primary element of body language: GESTURES
often accompany verbal, but can also used without to get messages across. i.e holding “x” amount fingers up to indicate numbers
Primary element of body language: VOICE
important to verbal as well as nonverbal. the tone, volume, emotion, and pace
Primary element of body language: MOVEMENT
small movements like fidgeting can indicate nervous
full body like moving toward person might send message dominance. moving away could indicate avoidance
Primary element of body language: TOUCH
can be interpreted many ways. while necessary in some interations, it should be in a professional rather friendly manner
Primary element of body language: APPEARANCE
visually apparent such as clothing or hair. appearance sends nonverbal cues to others around you.
Steps in helping multiple customers on the sales floor
-ask the first customer for permission
-wait for the first customer’s permission
-greet and introduce yourself to second customer
-return to first to thank them for the wait and reengage the conversation.
Service recovery
an action the retailer provides to address a service failure. includes the activites that turn the negative experience into a positive one.
4 Step Service Recovery : KEEP COMPOSURE
it is important to stay calm and get past the customer’s emotions. first statement should assure the customer that you will help solve the problem. do not hesitate to ask supervisor to address the customer if you feel threatened or that you can not help
4 Step Service Recovery : APOLOGIZE & THANK CUSTOMER
genuinely apologize for the inconvience and thank the customer for bringing it up to your attention.
4 Step Service Recovery : LISTEN AND/OR INVESTIGATE SITUATION
listen attentively and demonstrate empathy.
gather as much information as possible and be careful not to blame the customer.
provide a specific date if needing to get back with the customer.
4 Step Service Recovery : PROPOSE SOLUTION OPTIONS
offer your best solution but if the customer does not agree then offer an alternative. thank the customer for allowing to make things right and when appropriate, offer some sort compensation.
Customer complaint/poor service present opportunity to build loyalty by?
strenghten relationship with the company through unity
customer feedback is valuable in identifying problems that can be fixed
when a customer is upset it is important to
-be reassuring
-avoid explaining the reasons/justifying why it happened
-provide next level service to fix the problem
Product return
process of the customer taking previously purchased merchandise back to the retailer to recieve:
-refund in original form payment
-exchange for another item
-store credit
8% sales resulted in a return
In what ways are return policies noted?
-printed on customer receipt
-posted in the store, often by register
-available on the company website
Converting returns to exchanges: ASK QUESTIONS AND LISTEN
show empathy, ask for information that will help provide appropriate recommendations. ask follow up questions and use body language
Converting returns to exchanges: CONFIRM THE NEED
when finished, restate their needs to make sure you have understood
Converting returns to exchanges: OFFER RECOMMENDATIONS
present suitable options to the customer and provide product knowledge and product benefit information
Converting returns to exchanges: COMPLETE THE SALE
processed through POS.
when total is less than original, difference is refunded
wehn total is greater than original, customer make up difference
retailers clientele
the collective group of customers that are served by a specific retailer.
Customer record/data
allows you to provide more personalized service, prepare recommendations, and keep customers informed about promotions and events meaningful to them.
customer record typically contains:
name
email, home, shipping address
phone number
billing info
purchase/browsing history
brand preference
add on service needs
follow up activity history
notes which may include things like hobbies, sizes, favorites
referral
term for when a person recommends a store or salesperson based on their positive expereince
increases customer base and potential for sales
Following up with customers helps:
Determine whether customers are enjoying their purchase.
Solve problems customers are experiencing with their purchases.
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.
How to follow up with customers
-inviting customers to participate in a phone or online survey
-calling, emailing, texting, or sending card to customer soon after they purchased to strengthen the relationship
-asking customers for opinions and other info about their purchsae the next time they shop
Building long term trusting relationships
The customer will appreciate that you remember and care about their experiences and will likely be happy to tell you about their experience. This information also helps the retailer:
Identify issues with products that the retailer or manufacturer can address.
Help you explain benefits to other potential buyers.
Help you understand how the product might work better or longer.
Growth mindset approach as a new employee
Try: If you know how to handle the situation, use what you have learned to try to help the customer right away. When the situation becomes more complex or difficult, and you’re not sure what to do next, it’s time to get some assistance.
When you don’t know how to handle a situation, ask for help right away. Don’t make the customer wait if you’re unsure how to assist them.
Ask for help: Managers, supervisors, or other experienced employees are great resources who can help the customer and focus on the service recovery processes. Be specific when you ask for their help, and explain what has already happened.
Listen: Pay close attention to the way your experienced coworkers handle difficult situations. Actively listen to the words they use, their body language, how they show empathy, and how the situation is resolved. After the customer has left, ask follow-up questions if you are unsure about anything that occurred.
Keep it in mind: The next time you are faced with a similar situation, you’ll be able to recall the way your coworker handled it and try it yourself.
