Knowing what our products are and how they’re used is a very important part of your job. Keeping up with new products is a daily task and is a must when talking to any customer. Spreading false information about our products could result in a point, write-up or immediate termination, based on the information shared. […]
Articles Tagged: Communication
Word of Mouth
Word of mouth, just talking about the business in a positive manner, is our most powerful form of marketing. IMPORTANT: Never talk bad about our competition! It is bad business practice if you negatively talk about anyone or anything, especially our competition. Instead, mention something you enjoy about their business. IMPORTANT: When talking to friends […]
Team Member Review
Employees are reviewed up to 4 times per year and as little as once per year. You are also evaluated after 90 days of being an employee of Souzza. Performance is evaluated from excellent to poor under the following categories: Job Knowledge Productivity Team Player Meets Deadlines Communication Skills Attitude Initiative & Leadership Creativity Punctuality […]
Customer Relationships
Before you can build customer relationships, you must be where the customer is (behind a case that a customer is at). Be there for the customer if they have a question. To build good customer relationships you need to: greet customers and approach them in a way that is natural and fits the individual situation […]
Principles
The key to good customer service is building good relationships with your customers. Thanking the customer and promoting a positive, helpful and friendly environment will ensure they leave with a great impression. A happy customer will return often and is likely to spend more. To ensure you provide the best customer service: know what your […]
Dealing with Irate Customers
Here are tips for coping with a tense situation and hopefully resolving it to everyone’s satisfaction. 1. Remain calm. When a customer starts yelling or being otherwise rude, there is nothing to be gained by responding in a similar manner. In fact, that will probably escalate hostilities. Maintain control of yourself, even if the customer’s tirade […]
Answering the Phone
What should you say? What am I not allowed to discuss? How do I end a phone call? These questions will all be answered in this section. This is a critical first impression and portrayal of our business. If you do not know an answer, never tell a customer false information. Every customer should receive […]
Up Sales
When a customer comes in, they’re often looking for a specific product. We carry a lot of related products that make for a great up-sale. Your goal is to make suggestions to customers that eventually lead to a larger total bill. I.E. A titanium screen with the sale of a pipe. “Up Selling” is a […]
Attitude
The Souzza Team leads by example. The Team is unbiased, friendly, understanding, sensible, highly energetic, positive and creative. We project a confident and professional image. Team Souzza remains personable and kind to all customers and staff at all times.
Focus Techniques
When a customer is interested in a product, we use a few focus techniques to help make the sale. First When a customer mentions a product in the cases, immediately get out the merchandise and place it on the jewelry pad. This gets the product in the customer’s hands. Focus Techniques Focus on the product […]