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demonstrate that businesses must pay close attention to the level of service they deliver to customers. According to MSPA President, Lynn Saladini, in re- sponse to American Express’ recent study, “Mystery shopping enables businesses to measure the extent to which they are de- livering on their brand promises through their customer experi- ence, and to identify and correct defi ciencies. Time is not money, customers are money, and your customer service could be the key to opening their wallets.” Top quality service is the best marketing, so tell your staff,
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No Residue No Magnets No Adhesives
MAGIC-MAT GPS
Cell Phone Toll Pass
Sunglasses PDA
MP3 Player Loose Change
PHAT HEAD GANG Attach them to:
Back pack Keys
Bag/Purse Ponytail/Pigtails Necklace
Tree Ornament Car Accessory Phone Shoes
Securely Holds
Mystery Shopping continued from page 112
“You never know who might be a mystery shopper,” and provide them with the following steps to help clean up their demeanor and service: 1) Smile when greeting a
customer. In person and on the phone, customers know when you are genuinely smiling, as well as genuinely concerned about their wants and needs. 2) Never judge a book by a cov-
er. Regardless of your customer’s age or appearance, keep judge- ment out of the store. The only differences you should acknowl- edge are the different shopping needs of your customers. 3) Find out if you don’t know.
You don’t need to have every answer. However, if a customer asks you a question you don’t have an answer to, you should do your best to fi nd out. 4) Learn to read body lan-
guage. Body language is worth a thousand words. If your cus- tomer appears pensive, perhaps they have a question, giving you an opportunity to ask. 5) Smile while saying good-
Phone: 760-666-1867 Fax: 114 August 2011
www.CajoleOnline.com 760-653-4948
Email:
info@cajoleonline.com
bye. Even if your customer walks out without a shopping bag in hand, he or she leaves with the impression of your welcoming and friendly attitude. That im- pression might be what keeps them coming back. ■
INDEPENDENTRETAILER
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FAST SELLING HIGH PROFIT PRODUCTS! YOUR SOURCE FOR UNIQUE
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