Customer Service 1

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Questions and Answers

What should you do if you need help from the team and the store is busy?

Wait for a colleague to notice you need help

Try to handle the situation on your own

Call out for assistance loudly

Ring the doorbell behind the left computer (correct)

What is the correct way to greet a customer?

Ask if they need any help or assistance

No greeting is necessary, let them browse

Welcome them to the store and ask how their day is going (correct)

Congratulate them on entering the store

What is the priority when dealing with multiple customers at the same time?

Help the most valuable customers first

Multi-task and juggle multiple customers simultaneously (correct)

Serve one customer at a time to ensure quality service

Give each customer a specific time slot to be served

What should you do after a customer makes a purchase?

Congratulate them on their purchase and thank them for their business (B) Signup and view all the answers

How should you respond when a customer who has made a purchase is leaving the store?

Wish them a magical, beautiful, or inspiring day (A) Signup and view all the answers

What is the fundamental principle in dealing with customers?

The customer comes first, whether in person or on the phone (A) Signup and view all the answers

What should you do when there are customers in the store and it is past our regular closing time?

Wait a few moments after they leave before locking the door (A) Signup and view all the answers

What is the recommended way to use your phone during work hours?

Take occasional small breaks to check your phone in the open office area (D) Signup and view all the answers

Why is it important to stand in a visible location in the store?

To be approachable and visible to customers (D) Signup and view all the answers

If a potential customer is leaving the store without making a purchase, what should you do?

Give them a To Go card (A) Signup and view all the answers

What kind of conversations should be avoided on the sales floor?

Conversations with colleagues about your personal life (B) Signup and view all the answers

What is the first step in the customer experience process?

Greet each customer at the door (C) Signup and view all the answers

Why is it important to ask customers about their day, and/or plans for the day?

To make small talk and build rapport (C) Signup and view all the answers

What is the primary goal when serving customers?

To provide exceptional customer service (C) Signup and view all the answers

What should you do after the customer has selected a piece of jewelry?

Proceed to the checkout process quickly and efficiently (D) Signup and view all the answers

What is the purpose of asking customers if they are familiar with the Alexandra Mosher Studio Jewellery brand?

To understand how they heard about the brand (D) Signup and view all the answers

What is a key aspect of delivering exceptional customer service?

Welcoming every customer (A) Signup and view all the answers

Study Notes

Important Store Information

Alexandra Mosher Studio Jewellery (AMSJ) is made in Bermuda and designed by Alexandra.
All jewellery is made behind the white doors in the store.
The store ships worldwide and has a website.

Customer Interaction

Greet customers at the door and ask if they've been in the store before.
Ask questions about the customer (e.g., where are they from, what brings them to Bermuda?).
Provide information about the brand and pieces/collections.
Allow customers to look around and be ready to answer questions.
Assist with trying on pieces and proceed to the checkout process once a piece is chosen.

Retail Service Standards

Make sure to juggle multiple customers at once and prioritize them over other tasks.
Use the "ring the doorbell" if you need help from the team while on the floor.
The customer always comes first, whether in person or on the phone.

AMSJ Etiquette

Serve customers as if the store has no closing time.
Don't lock the door when customers are in the store, wait a few moments instead.
Take occasional small breaks and keep your phone out of sight.
Stand where the customer can see you and appear approachable.

Checkout Process

Complete the sale as quickly and pleasantly as possible once a piece is chosen.

Important Reminders

Give every customer a To Go card when they leave the store.
Don't use company computers for personal browsing.
Avoid personal conversations on the floor and respect the atmosphere.
Don't interrupt others when you arrive, and keep private conversations behind the studio doors.

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Description

Learn the essential steps to provide excellent customer service in a jewellery store, from introduction to purchase and beyond. Know the products, services, and store layout to ensure a memorable shopping experience. Discover how to make every customer feel special!