Customer Service
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Customer Service
YOU MAY BE WONDERING:

What does relative selling have to do with customer service? The answer is!

On behalf of the Houston Astros organization, I would like to express our enthusiasm and earnest endorsement. Donna deGruyter, Houston Astros

PLENTY!
Customer service and RELATIVE SELLING go hand in hand. The skills you need for selling, such as good communications and problem solving skills, are also essential for providing quality customer service.

The way we greet and respond to our customers, should establish a friendly upbeat atmosphere. Talk to every customer, be helpful, and seek ways to make them feel good about visiting our store! When that happens, they feel like winners: and when they win we win too.

Think of each customer as the most important person in our store. The success of our business depends strictly upon our customers continually bringing their needs for major purchases, parts, or service to our store.! Each customer chooses to bring their needs to our store: your job is to meet those needs in the best way possible.

SELLING AND MERCHANDISING
Relative selling is effective when coordinated with your stores merchandising program! This is because thought has gone into the way we lay out our store and where we place products for sale.

There are different types of purchases that take place in our store. Some customers plan what they want to do before they come into our store. Others buy merchandise on impulse. While still others purchase items because they go well with another item they are planning to pick up.

Advertising and store promotions bring new customers in our store. Signs and displays are attention getters for customers who are already inside our store.

Your knowledge about where items can be found and how items are related to each other will help you communicate with your customers better.

Common sense things like paying attention to the time of day, the season of the year and observing the needs of your customers will help you be successful serving customer needs with relative selling.

RELATIVE SELLING CAN BE FUN!
You can be creative as you talk to customers. Your attitude has to be upbeat in order for you to be successful, and that attitude rubs off on your customers. With practice your skills will grow which will make you feel good about the way you do your job.

Part of the fun in relative selling is in watching yourself get better! Improvement of course comes with practice, but you must first learn the proper steps.

LEARNING TO WALK
In order to learn relative selling you need to know the basics involved in the service process. There are seven basic steps to every sale. You've probably used these steps many times with out realizing it! They are:

1, Great your customer as they enter our store

2. Determine your customer's needs

3. Make your suggestions.

4. Listen to your customer.

5. respond to your customer.

6. Ring up the sales.

7. Thank your customer.

A friendly conversational approach is required throughout all seven steps. Let's look at these steps one at a time.

1. GREET YOUR CUSTOMER AS THEY ENTER YOUR STORE

This makes them feel welcome. Make eye contact when your customer enters our store and smile. Say hello in a very friendly way.

2. DETERMINE YOUR CUSTOMER'S NEEDS

Observe and listen to what your customer has to say. Think about how you can help compliment their purchase by providing relative service.

3. MAKE YOUR SUGGESTIONS

While talking to your customer, make an appropriate suggestion at the right time by relating an additional item that will satisfy their needs or make their purchase even better.

4. LISTEN TO YOUR CUSTOMER

They came to you because they had a problem or a need for a major purchase, part, or service. They will appreciate your empathy and concern by recommending other people to visit our store.

5. RESPOND TO YOUR CUSTOMER

Answer any questions and concerns your customer raises. Be helpful while explaining the benefits of the product or service or offering an alternative.

6. RINGING UP THE SALE

Do all you can to make your customers feel good about the suggestions you have made: or, If they elect not to take you up on your suggestion, make them feel comfortable about saying no to you by continuing your friendly conversation while ringing up the sale.

7. THANK YOUR CUSTOMER

When you complete the sale be sure to smile and thank your customer for visiting our store, and invite them to come back again.

When you begin to use these seven steps you will find that they become quite easy to follow and use after very little practice. Before long you won't even have to think about the steps, you will be running with the best, having fun with your customers while providing excellent relative customer service for them.

TYPES OF SALES YOU CAN CREATE THROUGH RELATIVE SELLING AND CUSTOMER SRVICE
MULTIPLIERS:

Sell your customer more of the same item they are already purchasing

"Maybe you should get an extra quart of oil for safety or back up for your next need for oil"

IMPULSE:
Sell your customer a rapid sale item when they are ready to go.

"How about a flashlight or some batteries for emergencies?"

RELATED:
Sell your customers something that will go with what they want?

"Since you've purchased an alternator, why notget a fresh new battery to go along with your improvements!"

ALTERNATIVE:
If we don't carry what they want offer the customer an alternative!

"We don't carry brand X but we do have a comparable product that is in my opinion an excellent value."

NEW ITEM:
New items are easy to talk about and are most appreciated by customers.

"If you have a minute let me show you a new product that might be of interest to you!"

QUESTIONS TO ASK YOURSELF?

What is a good way to answer the telephone

How should a customer be greeted

Why is the season of the year important?

Why is the time of day important

Why is it important to know where items can be found?

What items in our store are related?

Why is it important to know why items are related?

How can you determine your customer's need?

WRITE DOWN YOIUR OWN ANSWERS!

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