Unparalleled Service Behaviors

Calling for back-up when the showroom has multiple customers waiting is a good demonstration of unparalleled service.

• True

• False

When listening to understand it is best to think about your response while your customer is talking.

• True

• False

What is a good example of Greeting the Customer?

• Smile and focus on what the customer needs

• Stand at the counter until the customer approaches you

• Multi-task to finish filling a Will Call order

• Let your coworker greet the customer

It is important to use empathy when your customer is returning an item because Grainger shipped them the wrong product.

• True

• False

When building a relationship with your customer, a good example of a probing question is “What other projects are you working on that I can help you with today?”

• True

• False

Why do we use probing questions when talking to customers?

• So we can provide the customer with a full solution.

• To keep them in the store so they buy more

• We shouldn’t ask probing questions

Asking the right questions helps us to deliver the right solution, identify sales leads, and anticipate the future needs of our customers.

• True

• False

What is Listening with Intent?

• You are listening to the customer while searching on Grainger.com

• You are ready with a reply as soon as the customer stops talking

• You are listening to understand the customer’s need

• You wait for the customer to repeat themselves to fully understand

Existing customers are more important than new customers.

• True

• False