Jaren Crane Jason Bilanzich Alex Garrard Kathryn Johnson

* Where is the Item Located? * Problems with our Walmart’s Customer Service * What We Must Know to be Better * Speed Checkout * Zone of Indifference * Solutions

* Ipad * Shotgun shells * Jeans * Pillows * Fork, knife, spoon kit * Shoes * Baseball bat * Bottled water * Canned milk * Bed linens * Jewelry * Cologne/perfume

* Ipad - Electronics * Shotgun shells – Sporting Goods * Jeans – Men's Clothing * Pillows – Home, Furniture, Patio * Fork, knife, spoon kit – Home, Furniture, Patio * Shoes – Apparel, Shoes, Jewelry * Baseball bat – Sports, Fitness, Outdoors * Bottled water - Groceries * Canned milk - Groceries * Bed linens – Home, Furniture, Patio * Jewelry – Appeal, Shoes, Jewelry * Cologne/perfume – Appeal, Shoes, Jewelry * Developing Pictures – Photo & Gifts

* Checkout * Lack of desire to help customers * Training background

* Checkout is SLOW * LONG lines and FEW cashiers

* Little Interest * Cultural Barriers * Fear

* Lack of knowledge of locating items * Pushing off customers to other employees

* Loyalty * Value * Customer Turnoffs

* 1- Continuously sharpen insights into areas where you may be falling short. * 2- Reduce or eliminate value, systems, and people turnoffs. * 3- exceed customer expectations to create a positive awareness.

* Value – the regard that something is held to deserve; the importance, worth, or usefulness of something. What the company intends to exchange with its customers * High quality and great value are very important. * Great Value brand should represent Great Quality as well.

* Value Turnoffs * Systems Turnoffs * People Turnoffs

* Poor guarantee or failure to back up products * Quality not as good as expected * Price too high for value received * Overly complicated or difficult-to-use products

* Slow service or help not available * Business place dirty, messy, or clustered * Low selection or poor availability of product * Inconvenient location, layout, parking, or access

* Lack of courtesy, friendliness, or attention * Employees who lack knowledge or are not helpful * Sloppy appearance, poor grooming, or annoying mannerisms * Distraction clothing, piercing, or tattoos

Satisfied Dissatisfied Motivated

* Shoes * Hat * Shotgun * Ammunition * Perfume * Cologne * Tires * Papaya * Toys * Jeans * Refrigerator * Bicycle * PlayStation 3 * Cell phone * Tape measure * Computer * Picture frame * Bananas * TV * Watch

* Speed: * Training all employees on the cash registers * Two employees for four self-checkouts * Long Lines and Few Cashiers: * Open more registers creating shorter lines * Two employees at each register; one scanning items, the other bagging

* Little Interest: * Required to say hello and ask if they can help the customer * Cultural Barriers: * Speak as much English as possible * Familiarize yourself with the culture * Fear: * Put in practice what you learn * Face the fear head on * Just do it

* Lack of knowledge where items are located: * Know department/store layout * Pushing off customers to other employees: * Multiple employees in each department * Broader knowledge of products available/not- available in the store * Be sure to understand what the customers are searching for

* Earn your customers loyalty with 3 steps * Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. P * Value * Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. Pgs. 95, 99, * Avoid Turnoffs * Timm, Paul R. “Customer Service, Customer Success Through Customer Loayalty.” Sixth Edition. P. 95. * Walmart Logos * &ei=Ug6cUobLCsPooASg74HIBA&ved=0CAcQ_AUoAQ&biw=723&bih=778#q=w almart+logo &ei=Ug6cUobLCsPooASg74HIBA&ved=0CAcQ_AUoAQ&biw=723&bih=778#q=w almart+logo