Chapter 4.1

Question 1

Body Language Cues

Answer 1

nonverbal communication, conscious or unconscious gestures and movements that express feelings or intentions.

Question 2

Primary element of body language: FACE

Answer 2

important indicator of feelings, emotions, interests. Indicate that you want to speak and show attention

Question 3

Primary element of body language: EYES

Answer 3

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

Question 4

Primary element of body language: POSTURE

Answer 4

how you hold your head, shoulder, legs, arms, hips.

Question 5

Primary element of body language: GESTURES

Answer 5

often accompany verbal, but can also used without to get messages across. i.e holding “x” amount fingers up to indicate numbers

Question 6

Primary element of body language: VOICE

Answer 6

important to verbal as well as nonverbal. the tone, volume, emotion, and pace

Question 7

Primary element of body language: MOVEMENT

Answer 7

small movements like fidgeting can indicate nervous
full body like moving toward person might send message dominance. moving away could indicate avoidance

Question 8

Primary element of body language: TOUCH

Answer 8

can be interpreted many ways. while necessary in some interations, it should be in a professional rather friendly manner

Question 9

Primary element of body language: APPEARANCE

Answer 9

visually apparent such as clothing or hair. appearance sends nonverbal cues to others around you.

Question 10

Steps in helping multiple customers on the sales floor

Answer 10

-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.

Question 11

Service recovery

Answer 11

an action the retailer provides to address a service failure. includes the activites that turn the negative experience into a positive one.

Question 12

4 Step Service Recovery : KEEP COMPOSURE

Answer 12

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

Question 13

4 Step Service Recovery : APOLOGIZE & THANK CUSTOMER

Answer 13

genuinely apologize for the inconvience and thank the customer for bringing it up to your attention.

Question 14

4 Step Service Recovery : LISTEN AND/OR INVESTIGATE SITUATION

Answer 14

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.

Question 15

4 Step Service Recovery : PROPOSE SOLUTION OPTIONS

Answer 15

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.

Question 16

Customer complaint/poor service present opportunity to build loyalty by?

Answer 16

strenghten relationship with the company through unity
customer feedback is valuable in identifying problems that can be fixed

Question 17

when a customer is upset it is important to

Answer 17

-be reassuring
-avoid explaining the reasons/justifying why it happened
-provide next level service to fix the problem

Question 18

Product return

Answer 18

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

Question 19

In what ways are return policies noted?

Answer 19

-printed on customer receipt
-posted in the store, often by register
-available on the company website

Question 20

Converting returns to exchanges: ASK QUESTIONS AND LISTEN

Answer 20

show empathy, ask for information that will help provide appropriate recommendations. ask follow up questions and use body language

Question 21

Converting returns to exchanges: CONFIRM THE NEED

Answer 21

when finished, restate their needs to make sure you have understood

Question 22

Converting returns to exchanges: OFFER RECOMMENDATIONS

Answer 22

present suitable options to the customer and provide product knowledge and product benefit information

Question 23

Converting returns to exchanges: COMPLETE THE SALE

Answer 23

processed through POS.
when total is less than original, difference is refunded
wehn total is greater than original, customer make up difference

Question 24

retailers clientele

Answer 24

the collective group of customers that are served by a specific retailer.

Question 25

Customer record/data

Answer 25

allows you to provide more personalized service, prepare recommendations, and keep customers informed about promotions and events meaningful to them.

Question 26

customer record typically contains:

Answer 26

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

Question 27

referral

Answer 27

term for when a person recommends a store or salesperson based on their positive expereince
increases customer base and potential for sales

Question 28

Following up with customers helps:

Answer 28

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.

Question 29

How to follow up with customers

Answer 29

-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

Question 30

Building long term trusting relationships

Answer 30

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.

Question 31

Growth mindset approach as a new employee

Answer 31

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.