Publix Customer Service: Complete Study Guide
10 Foot, 10 Second Rule Correct Ans - Speak to and smile at everyone with 10 feet, and greet customers with the first 10 seconds of arriving.
Limit Conversation Correct Ans - Limit conversations with associates. It is unprofessional, and excludes the customer. Focus on the customer is essential to providing customer service.
Greet, Engage, Create Happy Ever After, Thank Customer Correct Ans - These are the four steps to Legendary customer service.
Items that can't be placed back on shelf to sale Correct Ans - Products that must be kept at temperature, perishable products (spoil with 60 days of packaging), and Infant formula.
C. A. L. M. Approach Correct Ans - Stay Cool, Apologize for the problem, Listen with empathy, and Make it right.
Used to handle customer returns, and ANGRY customers.
Publix Rain Check Policy Correct Ans - Allows customer to purchase item for the sale or promoted price with 30 days of the rain check issue.
F. D. A. Correct Ans - Food and Drug Administration
Nutritional Information Location Correct Ans - Publix nutritional information can be found at Publix.com
Press the Release Button Correct Ans - Performed before hanging up the phone after using the STORE/Department intercom.
Selling Event Correct Ans - Increases Sales, generate ideas for customers, expose customers to new items, promote a particular product.
Dynamic Selling Correct Ans - Dynamic selling is a positive, service-
centered approach to selling to our customers.
Dynamic because every customer's needs are different.
10 Foot, 10 Second Rule Correct Ans - Speak to and smile at everyone with 10 feet, and greet customers with the first 10 seconds of arriving.
Limit Conversation Correct Ans - Limit conversations with associates. It is unprofessional, and excludes the customer. Focus on the customer is essential to providing customer service.
Greet, Engage, Create Happy Ever After, Thank Customer Correct Ans - These are the four steps to Legendary customer service.
Items that can't be placed back on shelf to sale Correct Ans - Products that must be kept at temperature, perishable products (spoil with 60 days of packaging), and Infant formula.
C. A. L. M. Approach Correct Ans - Stay Cool, Apologize for the problem, Listen with empathy, and Make it right.
Used to handle customer returns, and ANGRY customers.
Publix Rain Check Policy Correct Ans - Allows customer to purchase item for the sale or promoted price with 30 days of the rain check issue.
F. D. A. Correct Ans - Food and Drug Administration
Nutritional Information Location Correct Ans - Publix nutritional information can be found at Publix.com
Press the Release Button Correct Ans - Performed before hanging up the phone after using the STORE/Department intercom.
Selling Event Correct Ans - Increases Sales, generate ideas for customers, expose customers to new items, promote a particular product.
Dynamic Selling Correct Ans - Dynamic selling is a positive, service-
centered approach to selling to our customers.
Dynamic because every customer's needs are different.
