Term
Businesses need to move fast and keep up with changes because....... |
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Definition
Ensure that the products and services they offer are what clients are looking for.
There is a need to keep staff informed about the latest developments in the products and services on offer as well as in the industry they operate in. |
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Term
Card 1: Product knowledge involves: |
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Definition
•Knowing and understanding the product.
•Knowing brand options and differences.
•Ability to explain the difference between your business and your competitors business.
•Knowing the product features.
•Understanding the advantages and disadvantages of the product.
•Knowing safety features. |
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Term
Card 2: Product knowledge involves: |
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Definition
•Knowing of any warranties or guarantees.
•The price.
•Knowing of any specials, such as ‘cash back’ promotions.
•Knowing where items are located in the store.
•Knowledge of general services the business offers
Knowing which staff member to seek extra help from. |
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Term
Card 1:
Where can you get product knowledge? |
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Definition
• Talking to colleagues.
• Talking to management.
• Understanding what your business has to offer.
• Attending staff meetings.
• Attending product launches or product seminars.
• Receiving feedback from customers about the products or services.
• Trying the product or service yourself.
• Talking with representatives of the product.
• Talking to family and friends about different products. |
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Term
Card 2:
Where can you get product knowledge? |
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Definition
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• Being involved in the industry.
• Reading magazines, product information, brochures.
• Listening to the media.
• Using the internet for information.
• Observing competitor stores products and services.
• Walking around your store to become familiar with products and services.
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• Asking questions.
• Revising the latest catalogue before your shift so you are aware of sales, special offers and promotions.
• Taking a look out the back to see if you have extra stock and what is available.
• Being aware which products has rainchecks, guarantees or warranties.
• Attending short courses.
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Term
Trade Expos or Trade Shows you can find out about? |
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Definition
New technology.
• Fashion trends.
• Prices.
• Major suppliers and players in your industry.
• New products.
• Business networking. |
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Term
Industry associations offer such services as: |
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Definition
Conferences.
• Newsletters.
• Meetings.
• Trade shows.
• Training programs.
• Licencing programs.
• Websites.
• Guest speakers.
• Research sponsorship.
Social media and discussion sites. |
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Term
A conference plays an important role in product knowledge by: |
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Definition
- confer and discuss topics
- a big deal and offer great opportunities to hear and meet industry leaders that under normal circumstances you would not meet.
- last a couple of days and often people will fly in from interstate or overseas to attend.
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Term
Brochures & catalogues serve what purpose? |
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Definition
list and price the products and services the business provides
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a good way to keep track of what others in the industry are offering. |
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Term
Examples of internet and social media include |
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Definition
•Facebook
•Twitter
LinkedIn |
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Term
Social media that is primarily used for business purposes, profiles and establish a network is |
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Definition
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Term
Product information can be gained from |
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Definition
User manuals
•Reviews / consumer reports / industry reports
•Marketing data
•Sales data
Product samples |
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Term
Product characteristics may include: |
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Definition
• Size / capacity.
• Colour.
• Grade.
• Speed / output.
• Quality.
• Design / model.
• Price.
• Efficiency / energy use / fuel use.
• Features and options.
• Warranty or guarantee.
• Finance arrangements.
• Safety features. |
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Term
Knowledge about competitors is important and includes: |
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Definition
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• The products and services being offered.
• The prices other businesses charge for their products and services.
• What they have in stock, the range they offer.
• Their catalogue items or special offers they are promoting.
• Your competitor’s strengths and weaknesses.
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• What payment options they offer – Finance, lay by, EFTPOS, interest free period.
• Does your competitor offer trade in on goods?
• What brands do they sell?
• Lead times for orders.
• Warranties and guarantees
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Term
When setting prices for a product it is important that: |
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Definition
Honest, ethical and transparent to the customer.
• Reasonable quantities of the product should be available for the sale period.
• Special price or discount must be genuine.
• All stated or advertised products should include GST in the stated price.
• Labelled a particular price then it should be available for that price.
• It is against the law to collude or work with other similar businesses to fix prices
• A credit contract may require specific disclosures such as full interest rate, cost and terms and conditions. |
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Term
It is important that when working for a business you should know about |
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Definition
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• Opening and closing hours.
• Opening and closing hours over public holidays, such as Christmas.
• Refund policy.
• Owners of the business.
• Is the business part of a group or franchise?
• Does the business deliver to home or business sites?
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• Does the business have a loyalty card system?
• Does the business offer a senior discount?
• When does the current sale finish?
• Where items are located in your store?
• After sale services.
• Environmental policy.
• Does the business have an online site to purchase goods?
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Term
You can document and maintain information by: |
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Definition
•Point of Sale (POS) Systems
•Customer complaints systems
•Price list
•Budgets
•Production data
•Transportation / distribution
•Marketing materials
•Market research |
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Term
By documenting customer complaints then a business is able to do what? |
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Definition
•Do a follow up on the situation.
•To see which complaints are being made frequently?
•Allowing the store to look for patterns in complaints.
•To improve customer service.
Have a record of the complaint. |
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Term
Information in a customer database would normally include |
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Definition
•Customer's name.
•Business name.
•Business ABN. (Australian Business Number).
•A brief description of the business.
•Address.
•Phone number.
Email. |
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Term
Confidentiality implies for a customer that??? |
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Definition
a right and an expectation that any personal information they give to a business will only be used for that purpose and will not be given to other people, businesses or the media. |
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Term
Commercially Confidential would include information such as: |
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Definition
•The wholesale cost that the business pays to buy a product.
•The profit mark-up of the store.
•Sales of the business.
•Commercial discounts.
•Security issues.
•Information about money and takings.
•Personal information about staff members.
•Arrangements between suppliers and the business.
•Commissions or sales incentives for staff. |
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Term
Most business use only an electronic system for managing and storing information -T/F? |
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Definition
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Term
When looking for a file it helps to have some sort of system in place such as |
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Definition
that the name of the file and the location of the file tell you about the contents of the document. |
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Term
The most common type of filing system is |
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Definition
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Term
The name of the process if you no longer need the files, usually around a year or so, they are boxed up and placed in storage for other 5 or so years and the files have been in storage for the nominated time they are shredded
is called? |
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Definition
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Term
There are many ways of backing-up data.
These include? |
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Definition
•Upload data to an internet based backup storage area (a cloud system).
•Make a CD copy of the data.
•Copy data to a USB memory stick.
•Back up to the company or business server.
•Some software programs such as accounting software have their own built in backup system.
•A photocopy of paper documents.
•A hard copy stored off the premises at another location. (To be used if the office burns down). |
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Term
Key Performance Indicators (KPIs) can include |
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Definition
•The number of customers.
•The satisfaction of customers. •Staff morale.
•Personal completion of education course •Sales figures
•Market share •Completion of major projects
•Injuries and accident. •Production output
•Business milestones Profitability |
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Term
Customers have certain expectations of products and services. This comes from a number of sources such as: |
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Definition
•Marketing – How the product or service is presented advertising literature, radio. social media or TV .
•Cost – The expectation is that a $300 dress is a better dress than a $50 dress.
•Reputation and previous experience
•Image – The image of the product and the image they have of themselves as the owner of that product. |
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Term
You can match customer needs to products and services by following some of the following basic steps..... |
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Definition
•Don’t be a pushy sales person by encouraging customers to purchase products
•Explain the benefits of the product or service
•Following store policies and procedures at all times
•Accurately informing customers about products and the price
•Inform the customer of any terms and conditions
•Offering product knowledge to help them make a decision
•Explaining to the customer about any current promotions or sales
•Take any special needs or disabilities that a customer has into account
•Being honest |
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Term
The process of active listening involves some of the following |
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Definition
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Let the other person talk without interruptions.
Hearing the speaker.
Displaying empathy.
Showing respect.
Facing the person and looking them in the eyes.
Paying attention
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Not interrupting.
Concentrating on what is being said.
Not being judgmental.
Taking notes if appropriate.
Showing interest.
Being polite.
Smiling.
Demonstrate you are listening by giving nonverbal cues such as nods.
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Term
Open questions are designed to encourage people to expand their comments and on their needs.
These öpen" questions typically start with words such as? |
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Definition
What?
How?
Why?
Please tell me about….
Give me an idea….
Please describe…..
Please explain to me….
Help me understand….
Please elaborate…. |
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Term
When communicating with others it is best on most occasions to use the KISS principle.
This means what? |
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Definition
1.Use words that the other person will understand - don’t use too much jargon.
2.Be as clear and precise as you can.
3.Short and simple does the trick – Use the communication principle KISS - Keep It Simple Stupid.
4.Use a graph or chart where appropriate.
5.Don’t talk down to customers, they are people too.
6.Say please and thank you |
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Term
When dealing with customers questions about a product it is important to highlight features & benefits
An example of this for selling a car could be?
or
An example of this for selling a computer could be |
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Definition
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Product and feature
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Benefit
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This car has a 2.0 litre turbo charged engine.
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Good fuel economy while retaining good power.
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This printer prints on both sides of the paper.
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Saves paper and better for the environment.
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This computer has a powerful processing chip.
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Faster to use when using complex software.
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This is a colour printer.
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Documents look better and more professional
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This is a Mercedes car.
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It has the latest technology and safety in luxury comfort and prestige ownership.
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We have this car in stock now.
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You can pick up the car straight away.
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Term
When comparing competitors products and services it is common to use factors such as? |
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Definition
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Price.
Size.
Speed.
Standard.
Material.
Capacity.
Grade.
Availability.
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Colours.
Service / installation costs.
Accessories.
Energy use.
Water use.
Safety features.
Australian made
Brand reputation.
Warranty.
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Term
Examples of special offers include?
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Definition
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Discount prices.
Free delivery.
Interest free loan.
Two for one offer.
Free gift with purchase.
Enter a competition to win a prize.
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Extended warranty
Free movie tickets.
Free upgrade.
Extra reward points.
Loyalty programs.
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Term
The purpose of a warranty is? |
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Definition
Provides the customer with extra confidence about the product |
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Term
If there is a problem with the product then the manufacturer will repair, replace or refund the product. This is called what?
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Definition
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Term
Some warranties are made by the government in legislation in order to do what? |
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Definition
Protect consumers from unfair or fraudulent activity by stores or manufacturers. |
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Term
A complementary product is another product that goes with or adds to the value of the original purchase.
These include items such as? |
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Definition
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Buy one get one free offers.
Upcoming promotions.
Additional offers the store has.
Informing them of new product releases.
Upcoming VIP nights.
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Extra warranty.
Delivery.
Installation.
Training
Service contracts
Up selling the item.
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Term
A product specification means |
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Definition
a set of requirements that a product must meet or exceed |
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Term
Special words or expressions used by a profession or group that are difficult for others to understand is called |
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Definition
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Term
Sometimes a customer want to know detailed information about a product or service:
Examples of this might be? |
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Definition
•Is the product Australian made?
•What country was the product made in?
•Which company manufactured the product?
•Was it tested on animals?
•Is it an environmentally friendly product?
•Is the product certified by a quality or ethical logo?
•Does the food product contain palm oil?
•Is this the company getting bad press in the newspaper at the moment? |
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Term
Extra services that a company might provide might include? |
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Definition
- Repairs and warranty claims
- After sales service
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Term
the national law for fair trading and consumer protection is called? |
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Definition
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Term
Australian Consumer Law
covers areas such as? |
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Definition
- guaranteeing consumer rights when buying goods and services,
- national product safety law and enforcement system
- unsolicited consumer agreements
- penalties, enforcement powers and consumer redress options
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Term
How can you convince a customer that what you are saying about a product or service is true or accurate? |
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Definition
• Printed material and specifications from the manufacturer.
• Independent reports or reviews of the product.
• Customer testimonials.
• User manuals.
• Demonstration of the product to the customer so they can see the benefits for themselves.
• Let the customer touch and feel or use the product for themselves. |
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Term
Promotional Activities include |
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Definition
Advertising.
• Sponsorship of events or sporting teams.
• Websites and social media.
• Product launches.
• Media announcements.
• Client hospitality. |
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Term
Promotional Documents and materials can include |
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Definition
Catalogs
Sales Brochures
Price Lists
Flyers
Banners
Business cards
Fridge magnet
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Term
The image of a company is most often set by? |
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Definition
What image does your marketing and promotional material present?
What do the colours, logo and style of your company say about the business? |
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Term
What is often the most important aspect of a business relationship to ensure ongoing sales and profit? |
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Definition
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Term
Events to socialise and get to know clients in a more social setting in the expectation of creating a closer bond to the customer which in turn will bring greater loyalty from the customer is called what? |
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Definition
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Term
Promotions and special events may include: |
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Definition
• Advertising on TV or radio.
• Internet advertising.
• In store displays.
• Discount prices.
• Catalogues.
• Competitions.
• Prizes.
• National marketing campaigns.
• Seasonal marketing. |
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Term
Evaluating promotional activities can be carried by? |
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Definition
• The number of customers who entered the business
• Overall sales
• Average spend per customer
• Sell out of the product
• Did the display add to the presentation and overall look of the store? Was it portraying the image you wanted to present?
• Was the planning for the promotion and display correct? Did you have enough stock? Were the customers happy? Do staff feel it was a success?
• Store and company image |
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