Customer Service NRF - Chapter 3 Selling & Service Verified Questions And Answers With Verified Updates

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 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 Personalized service - tailoring the service experience to best fit the needs of each customer. 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 Up-selling - Offering a full meal vs just a burger. Add-on Services - Warranty, service plans, delivery, payment options 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 customersDelivery and Installation - retailers my deliver and/or install or assemble products either free or at a cost. Loyalty Programs - marketing program that provide incentives to repeat customers who are loyal shoppers. Point-of-sale - POS Present options to the customer - before completing the sale UPC - Universal Product Code = barcode