1. Customer Service

2.  Attract Customers  Keep customers in the store  Influence customers to buy products  If preexisting customers, influence them to buy more! Purpose of Customer Service

3.  Helping with buying decision  Examples: bridal registry, credit, test drive, dressing rooms, etc.  Help with use of product  Examples: gift wrapping, installation, technical support, training, etc.  Services for customer comfort and enjoyment  Examples: music, location, restrooms, valet parking, etc. Examples of Customer Service

4. Level of service Number of services # of Salespeople Prices Quality of Merchandise Store Image Examples SelfBasicNone or oneLowNormally lowBudget Vending machines, discount stores, supermarkets, internet Limited Basic plus extras FewModerate Value Department stores, chain stores FullBasic plus many extras Many High PrestigeUpscale department stores/specialty stores Levels of Customer Service

5.  Service that meets and exceeds customers’ needs, going “above and beyond”  Company Actions to establish exceptional customer service:  Customer Friendly Policies  Training  Treatment of Employees Exceptional Customer Service

6.  Putting customer satisfaction first  Accepting credit  Accepting returns  Providing free gift wrapping  **All these services are costly to a company** Customer-Friendly Policies

7.  Exceptional customer service can be attained when salespeople act the following ways:  With honesty, respect, and integrity  Treat customers and coworkers with respect and dignity  Smile  Maintain eye contact  Are positive  Address problems upfront and immediately  Take pride and care in personal appearance  Know/uphold company policies Salesperson Actions