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GOALSGOALS

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

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Before the Sale

Customer service occurs 3 times during a customer’s visitBefore the SaleDuring the SaleAfter the Sale

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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

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Customer Service Before the SaleMerchandise

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

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Before the Sale Cont…Sales promotions

Advertising should be informative and helpful

Prices Customers should not have to search for

pricesCredit

Offer credit to customers so they can make larger purchases

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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

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Customer Service During the Transaction

CreditLayaway

Customer can pay a deposit on a purchase of a specific item

Retailer keeps item until it is paid in full

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During the Transaction

ChecksSome retailers accept checks for an

amount larger than the purchase price Excess cash is then given to customer

Sales TransactionIncrease the number of open check

outs to keep transactions quick

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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

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After the SaleDelivery

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