2002-07-29|8:17 p.m.
Customer Service 101:
Good Distance:
If a customer approaches you for help, make sure to remain standing where you are. Every customer has his or her own personal comfort zone. Preferable distance is 5ft and this can be gauged by the 1ft. by 1ft. tiles below you. If the customer chooses to relay his or her question closer, they may walk closer to you.
The PRES Technique:
Pause. Repeat. Evaluate. Solve. Pause to listen to the customer�s concern. Repeat their concern back to them to ensure that you know exactly what he or she needs and show your sympathy. Evaluate the situation to ensure the best possible solution (calling a manager may be needed). Solve the problem quickly and never use the word �no�. Customers feel better helped if only positive terms are used. Follow this example:
�My son doesn�t like the deodorant I bought him and I need to return it.�
Stop and listen. Repeat the line back to the customer. �Oh, he doesn�t like the item? Yeah, I can be picky about those sort of things with my mom too. Drives her nuts. I can help you return the item? Do you have a receipt with you for the item?�
�No. But, I bought it here.�
Think about the situation. How can you keep the customer happy while also saving money for the company?
�I�ll be glad to ring you out for a new purchase with store credit from the return of this item.�
�Thank you. This store is so great!�
�It was all my pleasure.� Be sure to smile and thank the customer.
Offering a Hand Basket or Cart:
Statistics show that if you can offer a customer a hand basket and they use it they are likely to purchase $15 more than they originally planned. If you offer them a cart and they use it they are likely to purchase as much as $75 more than they originally planned. The customer will also feel as if you care.
Ringing Out the Customer:
Make eye contact at least three times during the check out. Customers like to be acknowledged by their cashier.
While ringing up the first few items ask how they are doing. Give sincere concern for any matters they may have even if they are not related to the purchase. Customers like to feel as if you care.
Then, ask if they have found all the items they were looking for. If not, get them assistance.
At the finalization of the check out try to find out the name of the customer from his or her check or credit card. Use their last name when possible. Customers like to be addressed by name.
Wish them a good day and thank them for shopping at this establishment.
Organizing and Straightening Products on the Sales Floor:
All products must be facing outwards and must be �pulled forward.� Pulling forward product is done by pulling all merchandise to the front of the shelf to appear as if it is full. Studies show that customers feel more comfortable shopping at an establishment if the store appears to be �full� of products. Appearance is everything.
Appearance is everything.
Appearance is everything.
Appearance is everything.
Appearance is everything.