Publix Customer Service UPDATED ACTUAL Questions and CORRECT
Answers
1. 10 Foot, 10 Second Rule: Speak to and smile at everyone with 10 feet, and greet customers with the first
10 seconds of arriving.
2. Limit Conversation: Limit conversations with associates. It is unprofessional, and excludes the customer.
Focus on the customer is essential to providing customer service.
3. Greet, Engage, Create Happy Ever After, Thank Customer: These are the four steps to
Legendary customer service.
4. Items that can't be placed back on shelf to sale: Products that must be kept at temperature,
perishable products (spoil with 60 days of packaging), and Infant formula.
5. C. A. L. M. Approach: Stay Cool, Apologize for the problem, Listen with empathy, and Make it right.
Used to handle customer returns, and ANGRY customers.
6. Publix Rain Check Policy: Allows customer to purchase item for the sale or promoted price with 30 days
of the rain check issue.
7. F. D. A.: Food and Drug Administration
8. Nutritional Information Location: Publix nutritional information can be found at Publix.com
9. Press the Release Button: Performed before hanging up the phone after using the STORE/Department
intercom.
10. Selling Event: Increases Sales, generate ideas for customers, expose customers to new items, promote a
particular product.
11. Dynamic Selling: Dynamic selling is a positive, service-centered approach to selling to our customers.
Dynamic because every customer's needs are different.
12. Greet, Discover, Recommend, Close: Four steps to dynamic selling.
13. Greet, Assist and Suggestive sell, Slice-Show-Offer, Companion Sell, and Gra-
cious Close: Five steps of premier Deli service.
14. FSCOW: Fresh Sliced Cheese of the Week
15. FSCOW shelf Life: 24 hours (Day of production only)
16. Break Package: Publix policy is to break packages into smaller sizes upon customer request:
if the item was packaged at the store OR
if the item has a GTIN, and nutritional label.
Answers
1. 10 Foot, 10 Second Rule: Speak to and smile at everyone with 10 feet, and greet customers with the first
10 seconds of arriving.
2. Limit Conversation: Limit conversations with associates. It is unprofessional, and excludes the customer.
Focus on the customer is essential to providing customer service.
3. Greet, Engage, Create Happy Ever After, Thank Customer: These are the four steps to
Legendary customer service.
4. Items that can't be placed back on shelf to sale: Products that must be kept at temperature,
perishable products (spoil with 60 days of packaging), and Infant formula.
5. C. A. L. M. Approach: Stay Cool, Apologize for the problem, Listen with empathy, and Make it right.
Used to handle customer returns, and ANGRY customers.
6. Publix Rain Check Policy: Allows customer to purchase item for the sale or promoted price with 30 days
of the rain check issue.
7. F. D. A.: Food and Drug Administration
8. Nutritional Information Location: Publix nutritional information can be found at Publix.com
9. Press the Release Button: Performed before hanging up the phone after using the STORE/Department
intercom.
10. Selling Event: Increases Sales, generate ideas for customers, expose customers to new items, promote a
particular product.
11. Dynamic Selling: Dynamic selling is a positive, service-centered approach to selling to our customers.
Dynamic because every customer's needs are different.
12. Greet, Discover, Recommend, Close: Four steps to dynamic selling.
13. Greet, Assist and Suggestive sell, Slice-Show-Offer, Companion Sell, and Gra-
cious Close: Five steps of premier Deli service.
14. FSCOW: Fresh Sliced Cheese of the Week
15. FSCOW shelf Life: 24 hours (Day of production only)
16. Break Package: Publix policy is to break packages into smaller sizes upon customer request:
if the item was packaged at the store OR
if the item has a GTIN, and nutritional label.
