CUSTOMER SERVICE NRF - CHAPTER 3 SELLING & SERVICE|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

Satisfied Customer Expectations 1. Solve the problem, 2. Understand expectations, 3. Offer options, let customer decide, 4. Surprise the customer!, 5. Be consistent & reliable, 6. Deliver value, 7. Make it quick and easy, 8. Keep it confidential Product Features physical characteristics of an item. (size, shape, color, texture, taste, smell) Product Benefits Advantages that a customer gets from the product feature. What is the best way to explain product features and benefits to a customer Demonstrate it! What should you do before demonstrating a product? make sure it works and practice using it Private-label also called store brands, or in-house brands, are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's store. Often lower priced. options or alternatives choices of color/model/size, customizable options, products available via omnichannel systems, pricing, renting vs buying, special offers Value the item's worth to the customer compared to other alternatives. Worth the customer feels that they actually got the benefits from the purchased product or service after the purchase. Open-ended What type of questions should you ask to find out a customer's pricing preference indirectly? Questions that you should not ask a customer... 1. "How much do you want to spend?" 2. "Why do you want ____________?" Cross-selling recommending additional products that complement the customer's purchase Upselling Occurs when items are suggested or sold that will benefit the customer but my be more expensive then they originally expected. Increasing the value of a sale. Cross-selling offering coffee, mug, coffee filters to go with the coffee pot being purchased Up-selling Offering a full meal vs just a burger. Add-on Services Warranty, service plans, delivery, payment options Warranty a guarantee issued to the purchaser by the product manufacturer promising to repair or replace an item over a specific period of time. Extended Warranty or Service Plan Customers can lengthen the time that a warranty is in effect. (common with appliances, electronics) explain it early in the conversation. Credit offered to customers in two ways: installment financing and revolving credit. Installment financing loan the customer the money to buy the product and then pay it back in monthly installments Revolving Credit Card specific to retailer. (if you apply for a credit card today you will receive 15% off your purchase today) Layaway Service that allows customers to make a deposit on merchandise and then pay for it over time. (merchandise stays with the retailer until it is completely paid off) Alterations Modifications to products that help them best meet the needs of customers Delivery and Installation retailers my deliver and/or install or assemble products either free or at a cost.