Training

Customer Service Department Job Guides

Free, downloadable, on-the-job training guides.
 
A G.R.E.A.T Way to Sell

A G.R.E.A.T. Way to Sell
The first few seconds with a shopper are crucial. The G.R.E.A.T. suggestive selling technique builds sales for a service department.

Apologize. Listen. Fix.

Apologize. Listen. Fix.
When a customer gets upset, there’s no need for you to do the same. Take a deep breath and try to turn a complaint into a positive. If you or your store has made a mistake, remember three words: Apologize, Listen, and Fix. When a complaint is handled well, customers usually reward your store with their business in the future.

Body Language

Body Language
Body language is gestures, movements, facial expressions, and other non-verbal behaviors that reflect your attitude. As much as 90% of every conversation is interpreted through body language. Convey a feeling of approachability, trustworthiness, and confidence to every customer.

Building Customer Loyalty

Building Customer Loyalty
The Platinum Rule — treat customers how they want to be treated — is at the core of building customer loyalty.

Building Sales

Building Sales
Customers shop where the service stands out—where they trust the products and feel valued. As a service department employee, what you do and how you do it shapes customers' buying decisions.

Dealing with Upset Customers

Dealing with Upset Customers
One of the most difficult and uncomfortable situations associates face is confrontation from an upset customer. Keep in mind that when a customer comes to you with a complaint, it is really an opportunity to strengthen your store’s relationship with that customer. It’s important to keep customers, as it is much more difficult and expensive to attract new ones.

Greet. Share. Thank.

Greet. Share. Thank.
Providing great service is about three simple words: Greet, Share, and Thank.

Suggestive Selling

Suggestive Selling
Customers have many exciting food choices today to satisfy their needs. You can help them decide what to purchase. Your ability to talk about and suggest products can be a deciding moment for customers.

Disclaimer: The information presented in all our Job Guides (including IDDBA & YOU Training Tips) has been compiled from sources and documents believed to be reliable and represents the best professional judgment of the International Dairy-Deli-Bakery Association (IDDBA). However, the accuracy of the information presented is not guaranteed, nor is any responsibility assumed or implied, by IDDBA for any damage or loss resulting from inaccuracies or omissions.