G.R.E.A.T. Customer Engagement

Transcription

1 G.R.E.A.T. Customer Engagement Final Quiz A Training Series for Supermarket Deli, Bakery, and Cheese Department Associates

2 Final Quiz G.R.E.A.T. Customer Engagement A Training Series for Supermarket Deli, Bakery, and Cheese Department Associates PO Box 5528 Madison, WI education@iddba.org First Edition 2012, International Dairy Deli Bakery Association Special thanks to Hy-Vee Supermarkets, Madison, WI No part of this publication may be altered without the express written permission of the International Dairy Deli Bakery Association. The information presented in this book has been compiled from sources and documents believed to be reliable. However, the accuracy of the information is not guaranteed, nor is any responsibility assumed or implied by the International Dairy Deli Bakery Association.

3 Final Quiz Directions: Answer the questions below by choosing the best answer. cleanliness first-in, first-out (FIFO) making eye contact more than the customer expects safer smiling genuinely something extra total package treat them as they d expect to be treated winning 1. Personalized service leaves customers feeling that they received something done especially for them. 2. Service at its finest is when you step into your customers shoes and. 3. Service is a. It s your department. It s your products. It s you and the department team. It s the total shopping experience. 4. Shoppers rate as the most important factor when deciding where to shop. 5. Which percent of customers visit in-store bakeries and delis? a. 85% b. 45% c. 20% d. 16% 6. product rotation protects product quality and freshness. 7. As a food handler, proper cleanliness practices help keep your department s products and customers. 8. and are two ways to engage shoppers. 9. ways good personal hygiene, helpful knowledge, and a friendly attitude will make or break sales. 10. An exceptional shopping trip always offers International Dairy Deli Bakery Association 4.3

4 G.R.E.A.T. Customer Engagement Answer the questions by choosing the best answer. greet recognize explore advocate thank rushed purposeful interested disinterested greet recognize explore advocate thank rushed purposeful interested disinterested self-reward special diet express values exploring preferences advocate 11. The five steps of the G.R.E.A.T. way to engage with customers to sell meal solutions starts when you:,,,, and. 12. The Four Common Types of Customers are:,,, and. 13. List three reasons customers buy: 14. For the following statements, what s the reason for the customer s purchase: After all I ve been through today, I want something to cheer me up. Customer who asks about gluten-free options. Do you have any deli meats that are not processed with additives? 15. When you re, you are asking questions to evaluate the customer s likes and dislikes. 16. Customers expect you to be an for the products you sell International Dairy Deli Bakery Association

5 Final Quiz Answer the questions below by choosing the best answer. invite listening making the situation right recognizing resolve the issue acknowledge them both staying calm strengthen suggest two specific choices talk about each choice thank apologizing apology direct eye contact expect less than genuine smile greeting 17. When providing product knowledge, and. 18. Always customers appreciatively and them back to your department. 19. When you re assisting a customer and two other customers step up to your counter, the first thing that you should do is. 20. When handling multiple customers, acknowledge the individuals you ll be waiting on next by making, offering a, and personally. 21. List two friendly greetings for multiple customer situations: 2012 International Dairy Deli Bakery Association 4.5

6 G.R.E.A.T. Customer Engagement 22. The C.A.L.M. approach involves,,, and. 23. Keep in mind when a customer comes to you with a complaint, it is actually an opportunity to your store s relationship with that customer. 24. Customers expect and should always receive an. 25. In a problem situation, always ask the customer what they would like you to do to the issue. The customer may expect less than you might think International Dairy Deli Bakery Association

7 Final Quiz Answer Key page International Dairy Deli Bakery Association 4.7

8 G.R.E.A.T. Customer Engagement Final Quiz 1. Personalized service leaves customers feeling that they received something extra something done especially for them. 2. Service at its finest is when you step into your customer s shoes and treat them as they d expect to be treated. 3. Service is a total package. It s your department. It s your products. It s you and the department team. It s the total shopping experience. 4. Shoppers rate cleanliness as the most important factor when deciding where to shop. 5. Which percent of customers visit in-store bakeries and delis? c. 20% 6. First-In, First-Out (FIFO) product rotation protects product quality and freshness. 7. As a food handler, proper cleanliness practices help keep your department s products and customers safer. 8. Making eye contact and smiling genuinely are two ways to engage shoppers. 9. Winning ways good personal hygiene, helpful knowledge, and a friendly attitude will make or break sales. 10. An exceptional shopping trip always offers more than the customer expects. 11. The five steps of the G.R.E.A.T. way to engage with customers to sell meal solutions starts when you: Greet, Recognize, Explore, Advocate, and Thank. 12. The Four Common Types of Customers are: Rushed, Purposeful, Interested, and Disinterested. 13. Customers top reasons for buying are: Save money, save time, be healthier or stick to a special diet, gain approval, try something new, reward themselves, and express their values International Dairy Deli Bakery Association

9 Final Quiz 14. For the following statements, what s the reason for the customer s purchase: After all I ve been through today, I want something to cheer me up. Customer who asks about gluten-free options. Do you have any deli meats that are not processed with additives? self-reward special diet express values 15. When you re exploring preferences, you are asking questions to evaluate the customer s likes and dislikes. 16. Customers expect you to be an advocate for the products you sell. 17. When providing product knowledge, suggest two specific choices and talk about each choice. 18. Always thank customers appreciatively and invite them back to your department. 19. When you re assisting a customer and two other customers step up to your counter, the first thing that you should do is acknowledge them both. 20. When handling multiple customers, acknowledge the individuals you ll be waiting on next by making direct eye contact, offering a genuine smile, personally greeting and recognizing the situation. 21. List two friendly greetings for multiple customer situations: I ll be right with you. Sorry for the wait. Be there soon. Please try a sample if you d like. Thanks, for understanding. I ll be right there to assist you. Quick as I can, I ll be there to help. I apologize for the wait. 22. The C.A.L.M. approach involves staying calm, apologizing, listening, and making the situation right. 23. Keep in mind when a customer comes to you with a complaint, it is actually an opportunity to strengthen your store s relationship with that customer. 24. Customers expect and should always receive an apology. 25. Always ask the customer what they would like you to do to resolve the issue. They might expect less than you may want to offer International Dairy Deli Bakery Association 4.9

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