CUSTOMER SERVICE NRF-CHAPTER 2|WITH COMPLETE SOLUTIONS|ALREADY GRADED A|DOWNLOAD TO PASS

Active Listening A structured form of listening and responding that focuses attention on the speaker. The listener must pay attention to the speaker Repeat in own words what he/she thinks the speaker said Benefits Advantages or rewards of product features Closed Ended Question Questions that evoke one-word answers May I help you? NO Closed ended questions begin with: Do? Will? Can? Customer Service The acting of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the customer's requirements are met. Features Those things that are physical in nature Color, size Appeal to the senses Touch, taste, smell, sight and hearin Open Ended Questions Questions that can not be answered with a yes or no Questions that begin with the words: Who? What? When? How? Why? Personal Needs Involve the customers need to be treated with respect feel valued, understood and involved in decisions that affect them Practical Needs Those needs that motivated customers come to you to in the first place: a. To solve a problem b. To get a service c. To get a product Value More than just price Value is a measure of total benefit Customer Service Values Critical thinking Customer service is Problem solving, Decision making & Skill 2. It is NOT a Customer Great customer service occurs when you: Consistently give the ___________ more than they are expecting experience Great customer service occurs when you: Deliver an __________ they will want to share with others trainings As a retail employee, you are responsible for Attending _________offered satisfying As a retail employee, you are responsible for _____ customer's needs resolving As a retail employee, you are responsible for ___________customer's problems answer You know when you have all the information you need to successfully sell the products in your store when you can _____________ all of your customer's questions