Term
Customers are normally considered to be external to the business
This means what?? |
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Definition
Anyone who interacts with the business but is not working inside the business |
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Term
On many occasions an employee may not have direct contact with customers external to the business - examples of these customers would be: |
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Definition
colleagues
department managers
store person
receptionist
accounts
sales representatives |
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Term
Public relations plays a very important role in establishing a positive relationship with customers.
What is an advantage and a disadvantage of social media in this process? |
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Definition
Advantage - helps in promoting the business to customers in a cost effective and timely manner
Disadvantage - Poor feedback from customers can lead to a loss of customers largely beyond control of the business |
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Term
Customer expectations of any business include the following |
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Definition
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• Friendliness
• Help & assistance
• Comfort, empathy & support
• Price
• Body language
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• Courtesy
• Advice
• Prompt service
• Grooming
• Location and convenience
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Term
Customer needs and expectations are often determined by a range of factors including |
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Definition
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• Cultural factors
• Socio-economic factors
• Health factors
• Available time
• Age
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• Personality/mood
• Areas of interest
• Occupation
• Business needs
• Budget
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Term
The difference between a customers needs and wants could be described as: |
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Definition
A need is the basic requirement of a product or service
A want is a good or service that is not neccesary but is desired
eg clothing vs designer clothing |
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Term
A unique selling point or why people go to a particular business includes: |
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Definition
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• Price
• Location
• Service
• Unique products
• Reputation and trust
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• Convenience
• Advice
• Personal relationship
• Guarantee or warranty
• Ethics
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Term
When dealing with customers it is so important to make a good first impression.
This can be achieved by: |
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Definition
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• Smile! Make eye contact.
• Be polite.
• Be honest
• Do not assume you know what the customer wants, ask them.
• Make sure the customer is the focus of your attention
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• Do not talk private matters in front of customers.
• Say please and thank you.
• Call the customer Sir or Madam.
• Have good product knowledge
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Term
What could be done to develop a a culture of dignity and respect within an organisation especially when dealing with customers? |
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Definition
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• Practice anti discrimination in your day to day activities
• Understand and be aware of harassment and sexual harassment issues
• Work in a safe manner that does not put you or others in danger
• Be polite
• Treat colleagues as people not just workers
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• Don’t talk down to people
• Where possible help colleagues and customers with any problems they have
• Smile and show care rather than contempt
• Where possible understand and take into account the other person's cultural beliefs into account.
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Term
In a customer service situation we can use closed questions to establish facts.
Closed questions require? |
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Definition
a simple yes or no answer or a very basic fact
- Have you used this product before?
- Is this what you are looking for?
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Term
In a customer service situation we can use open questions in order to |
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Definition
get the customer talking and giving us information about their needs.
•What are you going to use the product for?
•That’s a big order why do you need so many? |
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Term
Active listening involves: |
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Definition
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Not interrupting – let them talk.
Hearing the speaker.
Displaying empathy.
Showing respect.
Facing the person and looking them in the eyes.
Paying attention
Demonstrate you are listening by giving non verbal cues such as nods.
Concentrating on what is being said.
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Not being judgmental.
Taking notes if appropriate.
Ask follow up questions.
Showing interest.
Being polite.
Smiling.
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Term
Personal, non verbal communication includes: |
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Definition
Facial expressions
Posture
Hand gestures
Personal space
Adaptors
Eye contact
Presentation |
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Term
Businesses also give of non verbal communication skills which the customer takes into account when dealing or not dealing with a business by. |
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Definition
• Signs
• Clean
• Building / Décor
• Clothes / uniform |
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Term
Most of the products and services you provide will have a ‘Lead Time’. This means |
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Definition
the time it takes from when the customer purchased or ordered the product or service to when the product was delivered to the customer or when the service was performed. |
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Term
Examples of specail promotions to encourage customers to buy goods and services include |
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Definition
Grades / quality
• Size
• Discount
• Special offers and promotions
• Brands
• Payment terms
• Loyalty program
• Warranties and guarantees |
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Term
As a general rule "the customer is always right" except when |
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Definition
there are times when what the customer is asking for cannot be done or you do not have the authority to do it. |
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Term
To give a customer prompt service is basically all about |
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Definition
There is an emphasis on the word ‘Service’ in customer service and giving the customer attention as quickly as possible is the first step. |
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Term
You know there is customer rapport when |
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Definition
there is a close and harmonious relationship in which the customers and the peop[le working in he business concerned understand each other's feelings or ideas and communicate well. |
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Term
When it comes to rapport it is in built on
faith and trust in..... |
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Definition
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the quality of the products that you sell.
that the prices and products you offer are giving them value for money.
that if there is something wrong with the product the business will give them a fair hearing
their problem and offer a refund or another way to fix the problem.
the business and staff to keep their personal information confidential, such as phone number, address, email, credit card number.
the staff at the business give honest and professional advice.
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that they are getting what they paid for.
they will be treated with respect and dignity, no discrimination or harassment.
the business represents the image the customer has of themselves.
friendly sales staff that listens to the needs of the customers.
having a range of products to suit their needs.
confidence that you will return.
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Term
To maintain professional ethics you need to |
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Definition
•Confidentiality in all your dealings with a customer
•Honesty in what you say and do
•Provide after sales service
•Give reliable Advice |
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Term
Common customer complaints include |
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Definition
- Difficulty contacting service staff
- Lack of information about the products and services offered
- Unclear or incorrect price information
- Handling of complaints
- Incorrect billing
- Products not available
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Term
Turn complaints into opportunities by .... |
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Definition
using the opportunity to shine and show the customer that your organisation is an establishment worthy or their custom. |
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Term
A good customer complaints procedure
normally has six steps.
What are they? |
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Definition
1. Listen Carefully
2. Acknowledge & Confirm details
3. Respond
4. Take action
5. Report & record
6. Follow up |
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Term
Specific needs can fall into a number of categories and no business will be able to accommodate every need of every customer.
They include: |
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Definition
Disabilities
Gender
Sexual preference
Age
Height of a person
Intellectual ability
Language
More time to process inormation |
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Term
Discrimination mean?..... |
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Definition
The treating of one person less favourably than another due to some personal characteristic.
Discrimination is not fair and against the law in Australia |
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Term
Australian Consumer Law now covers such things as |
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Definition
national unfair contract terms law covering standard form contracts;
•guaranteeing consumer rights when buying goods and services, which replaces existing laws on conditions and warranties
••New penalties, enforcement powers and consumer redress options, which currently apply nationally.national product safety law and enforcement system;
•for unsolicited consumer agreements, which replaces existing State and Territory laws on door-to-door sales and other direct marketing;
Simple national rules for lay-by agreements
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Term
There are many ways to enhance customer service which would include: |
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Definition
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Delivery
• Help to load product into vehicle
• Your contact details for help if there are any problems
• A flexible returns policy
• Product advice
• Add on products / services
• Personal service
• Loyalty program
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Term
Loyalty Programs include things such as |
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Definition
Frequent Flyer Points that count towards another flight
Coffee cards
Discounts to regular customers |
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Term
Keeping a check on returned goods indicates what? |
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Definition
- Indicate customer dissatisfaction with the products being sold by the business.
- Monitoring the level of goods being returned can provide valuable data on levels of customer satisfaction
- Suppliers used provide quality products
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Term
Customer feedback can be gained through
Formal research may include: |
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Definition
•Written customer surveys.
•Using the services of a research company.
•Using focus groups, asking questions.
•Using statistics of sales and customers from the Point of Sale system. |
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Term
Informal research about customer satisfaction may include: |
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Definition
· Talking to customers.
· Social media – Blogs, Facebook, Twitter
· Talking to staff.
· Talking to other people in the same industry and your business
· Reading industry magazines.
· Going to competitors businesses
· Looking at the plate being cleared from the table, if customers do not eat a meal you may ask what is wrong? |
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Term
Common service procedures include: |
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Definition
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Greeting a customer when they enter the business / showroom or store
Collecting and recording personal information from a customer
Completing a customer order form
Completing credit card / cash / credit sales
Completing credit applications
Sending copies of orders to different business departments
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Selling add on products that complement the products the customer is already buying
Communication such as email receipt or delivery information
Making multiple copies of orders for different business departments
Thanking the customer
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