1. © South-Western Educational Publishing GOALS LESSON 5.3 CUSTOMER SERVICE  Explain the services a retailer provides before the sale  Discuss the services a retailer provides during and after the sale

2. © South-Western Educational Publishing Before the Sale  Customer service occurs 3 times during a customer’s visit  Before the Sale  During the Sale  After the Sale

3. © South-Western Educational Publishing Customer Service Definition  Any activity performed by the retailer to make it easier for a customer to select and purchase products and to increase the customer’s satisfaction after the transaction

4. © South-Western Educational Publishing Customer Service Before the Sale  Merchandise  Customers expect to find specific items in your store  Need to keep items in stock!  Building layout and maintenance  A clean and organized store encourages customer satisfaction  Makes shopping easier

5. © South-Western Educational Publishing Before the Sale Cont…  Sales promotions  Advertising should be informative and helpful  Prices  Customers should not have to search for prices  Credit  Offer credit to customers so they can make larger purchases

6. © South-Western Educational Publishing Common Services  Convenient hours  Evening and weekend hours  Food  Restaurant or snack bar  Personal shoppers  Assembling a variety of products for a customer based on the customer’s requests or preferences

7. © South-Western Educational Publishing Customer Service During the Transaction  Credit  Layaway  Customer can pay a deposit on a purchase of a specific item  Retailer keeps item until it is paid in full

8. © South-Western Educational Publishing During the Transaction  Checks  Some retailers accept checks for an amount larger than the purchase price  Excess cash is then given to customer  Sales Transaction  Increase the number of open check outs to keep transactions quick

9. © South-Western Educational Publishing Customer Service After the Sale  Complaints  Dissatisfied customers should be treated well  Actions will affect future!  Returns  A fair return policy creates goodwill among customers  Repair and service  Offer services if you sell something that needs maintained  UPS

10. © South-Western Educational Publishing After the Sale  Delivery  A retailer that sells large, heavy objects may offer local delivery  Online retailers rely on delivery  Store owned system  Uses vehicle owned by the store  Co-op delivery system  Owned and operated by several retailers  Independent contractor  Separate business that makes deliveries  Fed Ex