Chapter 2 (test 1) Flashcards
what percentage of retail customers will repurchase from a company if their complaints are handled quickly and pleasantly?
82%
how much more are consumers willing to spend for the same product at another store if the other will provide better service?
10%
what percentage of retail customers will refuse to go back to a store if they received poor service?
91%
when consumers receive good service, the will tell approximately how many people?
3
when consumers receive poor service, they tell an average of how many people?
10
complete the equation. Customers= ______= wages = ________.
customers, revenue, wages, employees
name three ways that employee training programs are documented.
test scores, records of completion, and course certificates
name three things you should do to better assist your customers.
learn the product info, using the product, understanding safety requirments
what is the most frequent request your customers will have?
locating a product in the store
what percentage of retail employees have direct contact with customers?
60%
what is the “raving fan concept”
an unlike customer that is satisfied with your service
the ability to provide good service is a result of learning and applying a combination of skills. (name three)
planning, problem solving, decision making
business success–> employee satisfaction –> customer satisfaction –> customer loyalty
what is this diagram called?
service success loop
