Title:
Providing personalized customer service : leader's guide
Personal Author:
Series:
Crisp retailing smarts series
Publication Information:
Boston : Thomson, 2006
Physical Description:
ix, 71 p. : ill. ; 29 cm.
ISBN:
9781423950790
Available:*
Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
|---|---|---|---|---|---|
Searching... | 30000010171149 | HF5415.5 B43 2006 | Open Access Book | Book | Searching... |
On Order
Summary
Summary
It's simplea Better prepared sales associates sell more products. Help your employees provide outstanding service to customers with this easy-to-use trainer's guide. Includes engaging exercises and memorable tips to strengthen key competencies identified in the national retail skills standards: determine customer needs, build the sale, and close the sale. Designed to complement select lessons covered in Workbooks 1-4 of the Retailing Smarts Series.
Table of Contents
| Chapter 1 Preparation Tips |
| Chapter 2 Get to Know Your Customer (Workbook 1) |
| Chapter 3 Greet Customers in a Winning Way |
| Chapter 4 Determine Customers Needs |
| Chapter 5 Meet Your Customers Needs (Workbook 2) |
| Chapter 6 Inform Customers of Additional Services |
| Chapter 7 Balance Your Service to In-Store and Phone Customers |
| Chapter 8 Build a Continuing Relationship (Workbook 3) |
| Chapter 9 Know Your Companys Return Policy |
| Chapter 10 Handle Customer Complaints Graciously |
| Chapter 11 Go the Extra Mile (Workbook 4) |
| Chapter 12 Conduct Customer Follow-Up |
| Chapter 13 Maintain Key Information on Customers More Information Classroom Materials and Supplies Training Basics for New Trainers Crisp Publications Resources |
