Despite all the innovations in the "Law on Consumer Rights Protection", customer service in many retail stores, and even more so in the markets, is still not up to par. However, in fairness it should be noted that sometimes buyers themselves provoke sellers to reactions that are incompatible with their responsibilities. How to properly service the buyer so that there are no misunderstandings between the parties?
Instructions
Step 1
Meet and see off the buyer kindly, attentively and with all due respect. Smile, do not make sudden or provocative movements, do not raise your voice. Maintain a positive inner attitude, be ready to help in a difficult situation.
Step 2
Do not carry out extraneous private conversations with colleagues or on your mobile phone while behind the counter. Eat, drink, or read only at designated hours in areas outside the trading floor. Do not leave the workplace during work.
Step 3
Provide all relevant information regarding items sold in other departments. If a customer is interested in questions about how the store works, satisfy their curiosity or politely ask them to contact the store manager or senior salesperson. All answers must be correct and complete.
Step 4
If there is no suitable product on the counter or in stock at the moment, offer the buyer an equivalent replacement. Have a notebook with you, in which you enter all your wishes regarding the availability of this or that product for sale. Provide information to the head of the department or another representative of the store administration.
Step 5
Place the product only in those hours when there is a decline in customer activity. Make sure that carts and boxes do not obstruct customers' access to display cases and stands with other goods.
Step 6
While working, visually control the territory that you serve in order to come to the rescue of the buyer without hesitation.
Step 7
Keep track of what actions the buyer takes, whether he has as his goal to cause material damage to the store. But even if you suspect the buyer of dishonesty, do not tell him about it, but inform the security service or the hall administrator, so that they take appropriate measures in relation to him.
Step 8
If the buyer doubts the correctness of the choice of the product, delicately, unobtrusively try to help him by offering an equivalent replacement or adding interesting information to the description of the product presented on the price tag or box. To do this, you must constantly be aware of all the new products of the store and remember not only their prices, but also their quality characteristics.
