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WorksheetsRetail 101 on Customer Service & Sales
Total questions: 8
Worksheet time: 4mins
Why is it important to greet the customers?
Improve custoemr experience
Make customer feel welcome
It is always nice to be friendly!
Making friends with more people
What can the retail staff do to invite the customer into the store?
Give out freebies
Using the "this way please" hand gesture towards the store with a slight bow
Move forward to grab the customers by their arms and lead them into the store
Use a speaker or loudhailer to repeatedly announce, "Offer! Offer! Please come in!"
Which is the appropriate question to ask in order for the retail staff to find out customer's need?
What is it that you want?
Is there a particular product that you are looking for?
I think this is what you need. (Holds up the best selling item.)
How can I be of your assistance today?
Why should the retail staff walk side by side with the customer and not lead by walking ahead?
Afraid that the customer might accidentally stepped onto the heel and cause the retail staff to trip
So that the retail staff do not need to talk in a loud voice when trying to communicate with the customer
In case the customer changes his/her mind and just walk off without being noticed
Personal preference of policy maker
What should the retail staff do if the colour of the product that the customer requested is out of stock?
Apologise and ask the customer to try another store.
Inform the affected customer then move on to serve another customer
Apologise and ask the customer to try again on another day
Recommend him/her another colour of the same product or another product of the same colour
Why does the retail staff need to explain the product's feature(s) to the customer?
To instill confidence from the customer towards the retail staff
To show off
To prevent the customer from asking more question(s)
To pacify the management
Why does the retail staff need to recommend alternative products (of a higher value) to the customer?
The original product is out of stock.
To showcase the variety of products that the store has.
To increase the purchase value of each transaction.
To scare the customer away.
If a customer is buying a shirt, what complementary product can you suggest?
Cufflinks
Suitcase
Socks
Ties
