What Are Various Customer Service Under National Retail Federation Flashcards

Don't make a customer wait long for your attention. Make eye contact right away. Even if you are helping another customer, you can excuse yourself briefly and tell the new customer you will be with her/him in a moment. You will buy a few more minutes of the customer's patience.

Looking professional isn't just about how you dress. It has to do with acting in an alert and courteous way. However, showing the customer you are sincerely interested in serving him is every bit as important in amking a positine connection.

What you say and how you say it should be in tune with the customer's personality (mood). In other words, don't be too famaliar with someone who behaves shy or reserved. And don't push the humor too far with a more outgoing customer. Be sensitive and think in terms of taking steps toward getting to know someone, rather than achieving an instant friendship. This will make the customer feel comfortable--rather than turning him off with too much attention too soon.

Asking "May I help you?"" or "Can I help you find anything?" may set you up for a dead-end response. (Or a close-ended question). Instead, observe the customer to pick up some clues to start a conversation. Establish a common interest between you and the customer. If the customer tries out a product, watch her reaction and make an appropiate comment.

Your friendly greeting is just the first step in creating a good relationship with a customer. To bring that customer back again and again you will need to show them that your whole job is to serve him/her. Over time, customers who appreciate your good service will return to you for help in purchasing new items. Now that they know and trust you, they will return the respect you have given them.

An equally important part of making a good impression on the customer is to give good service to those who are with her/him. Most of all, be sure to show you care about helping in whatever way you can.

Getting to know a customer begins with your first encounter. How patrons resapond to your greeting may tell you if they are in a hurry, have a specific need or have certain priorities. 1) Constantly check price tags: You might want to make sure this customer is aware of any specials your store is having. 2) Scanning the area, looking above the merchandise rather than directly at it: You should check if the person needs directions. 3) Looking around for the store clock: 4) Diffulty deciding between similar items: You can ask questions that will help you understand why the customer can't decide; then offer additional information that would be helpful. When a customerb focuses in on aspecific items, engage him in conversationthat will help you learn more about his interest in that item.

1)Be Observant 2) Determine a customer's needs 3) Keep the lines of communication open 4)Fit the products to the customer 5) Offer alternatives 6) Know when to refer a customer elsewhere

When a customer walks into a store, she enters with a desire--conscious or subconscious--to purchase what that store is selling. Shoppers want to buy. Your job as a sales associate is to ensure that customers' needs are satisfied--to help them complete the buying process. Once you established a friendly connection with a customer, your next challenge is to determine exactly what they want. Others may have a general idea. Some have nothing specific in mind, only the hope of finding something that will satisfy their desire to buy. The ultimate goal for you is the same for all these cases: to satisfy the customer.

Questions that Open Doors: 1) Who are you shopping for? 2) Who told you about our store? 3) What brings you into the store today? 4) What is the special occasion? 5) Where have you seen one before? 6) Where will it be used? 7) When is the special occasion? 8) When did you decide that you had to have one? 9) How did you hear about us? 10) How long have you been shopping for one? 11) Why that specific model or brand?

Know the questions NOT to ask After you've asked, listen.. Step by step