Summary and reflection
Summary and reflection
Meeting customers' needs and putting them first is key for business success.
F Offer a Friendly welcome - make the customer feel valued and important
I Identify the needs of the customer through listening carefully and asking relevant questions
R Choose the Right solution with the customer in mind
S Support your recommendation, by explaining the benefits in customer-appropriate language and giving opportunities for questions
T Transaction close - remember to ask if they found everything they came for and provide advice accordingly
- Reflect on what you have read and put any new ideas into practice.
- Spend time observing colleagues and other retail environments to learn from others.
- Refresh any product knowledge in areas you feel less confident on.
The content of this material has been approved by the NPA. The NPA will have no liability to any person or entity with liability, loss or damage caused or alleged to have been caused directly or indirectly by information therein. The NPA is not responsible for the content of any non-NPA websites mentioned in this programme or for the accuracy of any information found there. The fact that a website, organisation or product is mentioned in the programme does not mean that the NPA either approves of it or endorses it.