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active listening - ANSWER-the practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words Add-on services - ANSWER-available services for specific product purchases that customers can opt for (Payment options, product modifications, or other...
Voorbeeld 1 van de 3 pagina's
In winkelwagenactive listening - ANSWER-the practice of hearing and understanding what a speaker is saying out loud and any messages suggested behind the words Add-on services - ANSWER-available services for specific product purchases that customers can opt for (Payment options, product modifications, or other...
A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriat...
Voorbeeld 2 van de 14 pagina's
In winkelwagenA good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriat...
Retailing is comprised of all of the business activities that add value to the products and services customers buy. This includes: 1) merchandise assortment 2) packaging 3) customer service 4) All of the above - ANSWER-All of the above List the elements of the distribution channel in the cor...
Voorbeeld 2 van de 7 pagina's
In winkelwagenRetailing is comprised of all of the business activities that add value to the products and services customers buy. This includes: 1) merchandise assortment 2) packaging 3) customer service 4) All of the above - ANSWER-All of the above List the elements of the distribution channel in the cor...
A good reason for creating an opening for discussion is to: - ANSWER-Get to know what the customer wants Which is an appropriate reasons for following up with a customer? - ANSWER-You finally located an item the customer asked for a while back T/F: Customer follow-up is always a good idea, no ...
Voorbeeld 2 van de 8 pagina's
In winkelwagenA good reason for creating an opening for discussion is to: - ANSWER-Get to know what the customer wants Which is an appropriate reasons for following up with a customer? - ANSWER-You finally located an item the customer asked for a while back T/F: Customer follow-up is always a good idea, no ...
Brick- and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experience. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the the manufacturer's price Commercial cue - ANSWER-Advertising me...
Voorbeeld 2 van de 7 pagina's
In winkelwagenBrick- and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experience. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the the manufacturer's price Commercial cue - ANSWER-Advertising me...
When balancing service between phone customers and those you may already be helping in the store, you should: • a) Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone • b) Move your in-store customer over by the phone and help both...
Voorbeeld 3 van de 16 pagina's
In winkelwagenWhen balancing service between phone customers and those you may already be helping in the store, you should: • a) Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone • b) Move your in-store customer over by the phone and help both...
Body language cues - ANSWER-conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - ANSWER-face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - ANSWER-an action the retailer provides to addre...
Voorbeeld 1 van de 3 pagina's
In winkelwagenBody language cues - ANSWER-conscious or unconscious gestures and movements that express feelings or intentions. Eight Primary Elements of Body Language - ANSWER-face, eyes, posture, gestures, voice, movement, touch, appearance Service Recovery - ANSWER-an action the retailer provides to addre...
Retailing - ANSWER-the method by which consumers acquire products and services retailer - ANSWER-Receives, stores, displays, and presents the products to Customers. Which of the 6 types of customers are you most like? Explain how this type this type of customer shops. - ANSWER-1. innovative cu...
Voorbeeld 2 van de 7 pagina's
In winkelwagenRetailing - ANSWER-the method by which consumers acquire products and services retailer - ANSWER-Receives, stores, displays, and presents the products to Customers. Which of the 6 types of customers are you most like? Explain how this type this type of customer shops. - ANSWER-1. innovative cu...
Brick-and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experiences. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturer's price. Commercial cue - ANSWER-Advertising messa...
Voorbeeld 1 van de 3 pagina's
In winkelwagenBrick-and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experiences. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturer's price. Commercial cue - ANSWER-Advertising messa...
Product or service knowledge is information learned and used to help customers understand how a product or service will meet their needs. True/False - ANSWER-TRUE Product knowledge includes knowing the following. Select all that apply A. Features B. Benefits C. Functions D. Prices - ANSW...
Voorbeeld 1 van de 3 pagina's
In winkelwagenProduct or service knowledge is information learned and used to help customers understand how a product or service will meet their needs. True/False - ANSWER-TRUE Product knowledge includes knowing the following. Select all that apply A. Features B. Benefits C. Functions D. Prices - ANSW...
A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriat...
Voorbeeld 1 van de 3 pagina's
In winkelwagenA good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriat...
Active listening - ANSWER-A structured form of listening and responding that focuses the attention on the speaker. The listener must take care to attend to the speaker fully and understand any messages suggested behind the words. Body language cues - ANSWER-Conscious or unconscious gestures and m...
Voorbeeld 1 van de 3 pagina's
In winkelwagenActive listening - ANSWER-A structured form of listening and responding that focuses the attention on the speaker. The listener must take care to attend to the speaker fully and understand any messages suggested behind the words. Body language cues - ANSWER-Conscious or unconscious gestures and m...
Keeping records about customer preferences: • Can help you provide more personalized service to returning customers • Will make customers suspicious of your ability to remember details • Requires an expensive computer system - ANSWER-• Can help you provide more personalized service to ...
Voorbeeld 2 van de 6 pagina's
In winkelwagenKeeping records about customer preferences: • Can help you provide more personalized service to returning customers • Will make customers suspicious of your ability to remember details • Requires an expensive computer system - ANSWER-• Can help you provide more personalized service to ...
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:• An excuse for the product's failure • A cup of coffee• Service with a smile - ANSWER- You can best determine the customer's needs by gathering information through caref...
Voorbeeld 2 van de 10 pagina's
In winkelwagenWhen something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:• An excuse for the product's failure • A cup of coffee• Service with a smile - ANSWER- You can best determine the customer's needs by gathering information through caref...
A good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriat...
Voorbeeld 2 van de 5 pagina's
In winkelwagenA good reason for creating an opening for discussion is to: • Break down the customer's sales resistance • Convince the customer how much you know about the product • Get to know what the customer wants - ANSWER-Get to know what the customer wants Which of the following are appropriat...
The goal of good customer service is to treat the customer so well that they want to come back! - ANSWER-Tip 1 Act as if the owner of your company was standing beside you as you work with customers. What would the owner want you to do to get this customer to come back? - ANSWER-Tip 2 Your firs...
Voorbeeld 1 van de 2 pagina's
In winkelwagenThe goal of good customer service is to treat the customer so well that they want to come back! - ANSWER-Tip 1 Act as if the owner of your company was standing beside you as you work with customers. What would the owner want you to do to get this customer to come back? - ANSWER-Tip 2 Your firs...
Creating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above - ANSWER-All of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such...
Voorbeeld 2 van de 6 pagina's
In winkelwagenCreating customer loyalty is rewarding for: • The store • The sales associate • The customer • All of the above - ANSWER-All of the above If the customer isn't shopping alone, you can include the rest of the party by: • Showing some kind of service to others in the party, such...
Brick-and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experiences. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturers' price. Ex: Marshalls, Ross Commercial cue - ANSW...
Voorbeeld 1 van de 2 pagina's
In winkelwagenBrick-and-mortar - ANSWER-The presence of a physical storefront and face-to-face customer experiences. Closeout stores - ANSWER-Off-price stores that offer an assortment of brand-name merchandise at a significant discount off the manufacturers' price. Ex: Marshalls, Ross Commercial cue - ANSW...
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