WorksheetsKPIs and Dealing with Difficult customers
Total questions: 10
Worksheet time: 5mins
What do you understand by the term conversion?
Amount of customers turned into buying visitors.
Amount of visitors turned into buying customers.
Total sales divided by total quantity multiply 100%
Total invoices of the day.
Conversion is high...Average basket is high but UPT is low.What can we do in this case to improve UPT?
Do cross selling in our sections
Change the mannequins from winter to summer
Sell highly priced items in the store.
Make sure every customer is buying .
What is the formula for calculating average basket?
Quantity/Tickets
Upt/conversion
Sales /Tickets
Sales /quantity.
Define KPI
Key Performance Induction
Key Performance Indicators
Keep Performing Indication
Key Promoting Indicators
Name 5 types of difficult customers...
Moody,talkative,decisive,rude and angry.
Angry ,patient,quiet ,indecisive and happy.
Angry,rude, indecisive,talkative and impatient.
Impatient,impulse,regular,and indecisive.
Name one charateristic of an impatient customer.
They cant make up their mind
Talk a lot on irrelevant matters
Need immediate attention
They raise their voices and excessively use gestures.
What are the benefits of dealing with difficult customers?
Avoid customer complaints.
To enhance and tailor our approach of communication towards different customers.
To provide exceptional customer service for everyone.
All of them.
Define an indecisive Customer:
This type wants an immediate attention and action from the sales associates. Otherwise he/she will get irritated and leave the shop
This Type tends to talk too much in irrelevant matters. They like to visit the shop frequently in order to socialize. They are normally friendly and they take a lot of your time
Indecisive customers can’t make up their mind because there are too less options to consider
Indecisive customers can’t make up their mind because there are too many options to consider
How you deal with Talkative customers?
Smile and be pleasant but don’t encourage them to talk ·
Limit the time available for them to interrupt (don’t have long pauses)
Don’t be rude or dismissive and provide minimal response.
All of them
How to deal with rude customers.Which one is not correct?
Set the tone by responding calmly and politely
Ignore their rudeness and Keep a professional distance
Remain detached- do not use a rude approach yourself
Allow the client to finish speaking before responding, then summarize what you heard and ask for verification
