1. Meet Your Customers’ Needs
T begins by leading the discussion from last class and what Ss remember were some things that we need to know about customers and how that ties in to knowing their needs. i.e. You are able to better understand what they are looking for during their experience. ( Someone to talk to, Information about the products, someone to guide them etc.)
T then begins to introduce the topic of what does it mean to meet a customer’s needs. A group discussion can be held on what they believe are some examples of these needs and noted on the Whiteboard. i.e. Friendliness, Understanding/Empathy, Fairness, Control, Options/ Alternatives, Information.
T splits Ss into groups hands out “What are the needs of your customer” where they will be able to over each need and provide everyday examples of what this might look like. After a few minutes, bring Ss back and go over the activity.

2. Today’s Customers Expect More
With the ease of online shopping, customers no longer need to leave their homes to get what they want.
This convenience raises expectations for the sales associate. Customers will only go where they feel welcomed and received the best service. The little extras can turn basic errands into a source of entertainment and pleasure.
Providing personalized service and creating an enjoyable experience will influence a customer’s decision to get out of their homes and come into the store.
T begins by asking Ss “How many different stores can I purchase a shirt in?” Multiple responses will be given and this will allow T to begin the discussion on how today’s customers expect more. That it’s the little extras that bring back a customer.
They also expect you to
Make shopping Enjoyable
Stick to your Commitments: Come back to them right away, follow up with them if you walked away,
Respond to personal shopper needs: Walk with them to the items, don’t point to where an item is located
Balance phone service w/ in- store service: Don’t treat your customer differently whether they are on the phone or in person. Give the phone customer the same respect & attention

3. Make Shopping Enjoyable
Create an attractive environment for guests:
*A Bookstore could have overstuffed chairs and reading lamps.
*A children’s game store could have kids tables with papers and crayons.
These comforts let the customer relax and enjoy being in the store.
*Be Welcoming
*Be Friendly
*Be Helpful

4. Inform Customers of Additional Services
Let customers know what extras your store provides
Alterations: Explain fees. Arrange for the Service. Make sure altered items meet needs.
Assemble and Finish: Advertise professional assembly. Explain pricing.
Special Events: Tell customers about upcoming events (Clearance, Product demonstrations).
Ways to Pay: Layaway-Deposit holds item. In-House account-credit account managed by store
Frequent Shopper Program: Inform customers of Bonus Program. Explain terms.
Mailing List: Ask customers if they want to leave their name for coupons.
Gift Registry: Wedding? Baby shower? Housewarming?
Wrap it Up: Offer to wrap gifts. Tell them if there is a fee or if it is free.
Delivery Service: Offer if there is a heavy or bulky item. Fee or Free?
Keep track of requested extras in your client record
T continues discussion with a list of additional services we can provide to our customers, as outlined in the PP, to truly “enhance” a transaction. These include: Alterations, Assembly and finish, Special Events, Ways to Pay, Frequent Shopper Programs, Mailing Lists, Gift Registry, Gift Wrap, and Delivery Service. T may ask Ss if they have any examples of each, as they are discussed.

5. Do you have…?/Where can I get…?
Be Resourceful
To assist your customers further, be aware of what is around you using a resource list. Having this information handy can help you to deliver personalized service to every customer.
Do you have…?/Where can I get…?
Gift-wrapping?
Mailing service? Stamps?
Food?
A place to Rest?
Take care of a baby?
Wait for a friend?
Payphone?
ATM?
Customer Service?
Shoe repair?
Drugstore?
Gas Station?
Personalizing Services?
Tailor?
Gift Registry?
Speaker of another language?
Special Rewards Program?
Free Delivery?
Storage lockers?
Play area/Nursery?
Catalog?
Mailing List?
T discusses developing a “resource list” to help employees have answers at-the-ready when customers inquire about a particular service or location, normally upon completing a sale or at the close of an interaction. T asks Ss, “What are some random-yet-related questions you have inquired about while shopping at a store in the mall?” Answers might include the food court, restroom, or another store in the mall.

6. Promoting Honesty & Transparancy in the Workplace
Honesty creates trust and will allow you to build a rapport with your customer
Customers never want to be looked at like a number, or feel like they are being lied to just for a profit
Your goal should be to facilitate an environment where long-term value for customers is stressed
Your reputation for being honest and genuine will spread amongst customers, and they will be asking for you specifically in the future (think about growing your clientele list, think about your managers being about to observe this level of quality customer service, who do you think they’d rather promote?)
Honesty also promotes a positive workplace environment (but remember; there is a very defined line between honesty and abrasive/invasive behavior!)
T begins to hand out “Honesty is the best policy” and allows Ss to work in groups or individually to answer the questions on the handout. T then leads a discussion on the importance of promoting honesty and transparency when working with customers.
Overall, the goal of honesty and transparency will allow us to build a better rapport with customers, which in turn promotes repeat business. Customers should see the long-term value in their investment with us. T asks Ss to consider how dishonesty can lead to negativity and possible lost business (‘used car salesmen’ approaches, hidden fees, etc.)
T leads Ss in discussion about the importance of being honest and upfront with customers towards building rapport. This can include not treating customers like numbers or making them feel like dollar signs when they enter.

7. How Do I Ask for Help at Work?
Remember that asking for help at work does NOT equal weakness
Before asking, assess and consider all options before coming to the conclusion that you even need help (*Remember, management likes those that are self-sufficient/self-managing)
Think about firefighters and a burning building; before rushing in, they don’t necessarily need to kick the door down, sometimes they might be able to open the door by turning the doorknob!!!
You might have to swallow your pride after exhausting other possibilities, and ask for help because at the end of the day, managers love dedication but they hate inefficiency in their workers
Develops stronger interpersonal skills with your coworkers
Demonstrates a desire to master one’s task/position effectively
Stimulates the idea of teamwork and that everyone is important in what makes a company/business/organization function
Promotes the realization of one’s strengths and weaknesses to eventually work on those weaknesses
T begins discussion by playing a game of “Hangman”and handing out the T.E.A.M. activity. T writes down spaces for the words “Together Everyone Achieves More” on whiteboard and waits for class to begin shouting answers.
At the end of it all T should be able to correlate the importance of working as a team to be able to achieve results when working with customers. T reminds Ss that asking for help is not a sign of weakness.
T stresses self-sufficiency in the workplace, where possible, without overstepping bounds or going against company guidelines. T instructs Ss that asking for help: can lead to stronger interpersonal skills with coworkers, demonstrate a desire to master one’s position effectively, simulate the idea of teamwork and the importance of each individual in the success of the business, and allow us to realize our own workplace strengths and weaknesses.

8. Accommodating Customers with Disabilities
15-20% of American population-Some form of disability affecting their day-to-day activities=> Sales Associate must be prepared.
*Shoppers with disabilities have shopped before and recognize what challenges await:
*Do not focus unsolicited attention on a disabled individual.
*Smile, make eye contact, and extend an appropriate greeting.
*Don’t assume there is a need for you. Let them initiate a request for assistance, but you could say: “If you’d like any assistance, let me know.”
T leads a discussion on what is a disability and is it always physical. i.e. Physical, Emotional, Learning, Mental. on the importance of working with customers with disabilities, as 15-20% of the population is faced with a disability of one form or another. Positive interactions can include everything from special accommodations within the store layout, to not focusing unsolicited attention on the individual, to not making presumptions. To help enforce T will distribute “Quick tips for Accommodating customers with Disabilities”

9. How do you handle calls when you are with a customer?
Balance Your Service
How do you handle calls when you are with a customer?
Excuse yourself to answer the phone:
Excuse yourself politely from in-store customer. Reassure him/her that you will return right away.
Answer the phone politely and professionally:
Answer phone promptly. Identify self, store, and department immediately. Smiles change your tone. Be pleasant. Don’t mumble or rush.
Put a customer on hold:
Ask if you can put them on hold. Some calls may be simple questions while others will take time.
T explains the importance of being able to simultaneously service in-store customers and those who are on the phone. Talking points as outlined in the PP include: Excusing oneself from an in-store customer to answer the phone; Answering the phone in a professional manner; Placing a customer on hold; Returning the call, if necessary; and Being prompt and accurate in follow-up. T distributes “Provide Balanced Service” worksheet for Ss to complete and discuss.

10. How do you handle calls when you are with a customer? (continued)
Balance Your Service
How do you handle calls when you are with a customer? (continued)
5) Call back if necessary:
Offer to call back after finishing with current customer. Take name and number. Repeat back to check accuracy. Give time range. Call back and thank them for their patience.
6) Be prompt and accurate:
Call back when you say you will.

11. “Proper” Telephone Etiquette
CAN WE THINK OF SOME “IMPROPER” TELEPHONE PRACTICES?
T leads discussion on components of proper telephone etiquette in business. This can include delivering an appropriate greeting, thinking before speaking, cadence and tone of speech, and avoiding distractions. T hands out “Proper Telephone Etiquette” handout and asks Ss as a group to come up with some “improper” telephone practices that should be avoided.

12. Telephone Activity Student Instructions:
Students will work in groups of 2
They will have to come up with their own scenarios in which they enact the use of “proper” Telephone Etiquette
They will need to remember their targeted customer
Each group will present in front of class
The class will then discuss what each group did correctly and where there is room for improvement
Ss will summarize all points from the lesson, from being honest and transparent, to remembering to share additional services, and practicing proper telephone etiquette. Ss work in pairs and create their own customer service scenarios over the phone, present their scenarios and discuss any room for improvements.