customer service + sales

how should you establish a relationship with the customer/client?

be clear, consistent, communicative, trustworthy, empathetic, and reliable

what kinds of approaches are there?

greeting approach, service approach, and merchandise approach

how should you determine customer/client needs?

gather feedback through surveys, interviews, social media listening, and observation of customer behavior

how to determine needs of a customer in store?

question, listen, observe

how should you question?

start with open-ended general questions, then get more specific, DONT ask too many questions in a row or ask sensitive questions

how should you listen?

maintain eye contact, provide feedback verbally and nonverbally, give customer undivided attention, DONT interrupt

how should you observe?

check for nonverbal communications like facial expressions, hand motions, and eye movements to determine motives, DONT stereotype or draw conclusions based on irrelevant observations

how should you recommend specific products?

use data-driven strategies to personalize recommendations based on past purchases and show frequently bought-together items

how should you recommend specific products in store?

show no more than 3 products at a time that have features and benefits that best match the customer, try to get them to interact with the product, make sure you use layman’s terms and have extensive knowledge

what should you do in the case of a price objection?

discuss financing/discount options

what should you do in the case of a need objection?

discuss benefits/values

what should you do in the case of a product objection?

show other models or similar styles of product

what should you do in the case of a source objection?

build a favorable image of the company by being helpful

what should you do in the case of a time objection?

show why now is the best time to buy

what is a which close?

encourage the customer to choose between one of two items

what is a SRO (standing-room-only) close?

use when product is in short supply or price will increase in the near future

what is a direct close?

ask customer a direct question to encourage closing of the sale

what is a service close?

explain services offered that make the purchase more enticing

how do you prepare cash drawers and banks?

1. start with opening balance

2. organize bills by denomination

3. check supplies

4. assign one person per drawer

how do you open the register or terminal?

1. login to the POS system

2. confirm date/time

3. open register

4. enter starting cash balance

5. confirm to start shift

how do you close the register/terminal?

1. click “close register” on POS system

2. count cash

3. perform/fill out end-of-day report

4. enter final cash count

5. confirm

how do you operate the register/terminal?

1. set to register mode

2. enter items by scanning or typing

3. press “subtotal”

4. apply discounts

5. process payment

6. issue a receipt

how do you process cash sales transactions?

1. state total

2. take cash

3. enter amount

4. count change

5. provide receipt

6. close drawer

how do you process credit/debit sales transactions?

1. confirm total

2. process payment

3. return card

how do you process returns/exchanges?

1. have a clear policy

2. verify item

3. guide customer

4. inspect item

5. issue a refund or exchange based on defined conditions

6. document reason for return