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CAS 507A: Customer Service and Creating Leads

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Driver Training April Cashier November
Review the video on greeting customers and creating leads. Review with your supervisor the preferred greeting. See the "Creating Leads" section below with respect to getting customer information. For drivers, salespeople, cashiers/office admins, there is more information on customers included in the 101 courses. For dealing with job applicants remember the information is a module under Day 1. (Day 1 is a prerequisite to this course). Getting help. When you cannot answer a question, check the resident expert list, or ask a salesperson.
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Responsible: Ema Aguirre

1. When a customer first walks into the store, what is NOT the best method for acknowledging the customer? Choose one of the following answers:
Friendly nod. Make eye contact. Friendly wave. Ignore them until they come to you.
2. If a customer asks you whether you carry a particular product, you should:
Tell them you don’t know, but you will locate someone who does. Tell them what you see here is what we carry. Tell them yes, in all cases. Tell them sorry, you just don’t know.
3. If this is the customer’s first time in, and a salesperson is not immediately available, you should:
Have the customer wait Ask them about their project and take down their name, phone number and email address. Add them as an opportunity in Odoo. Ask them their name and have them wait for a salesperson. Find the products they are looking for right away. Skip asking for any personal information.
4. If a cashier is unfriendly with a customer:
The salesperson can usually make up for this. The customer will still think the company cares about their business. The customer will likely think the company is not a good place to buy from. How friendly a cashier is, isn’t all that important.
5. You’re driving by a construction site, and you see Joe’s Masonry on the side of a truck with a number. You take down this number. What should you do with it?
Enter the contact information with details about where the work is into Odoo as a “lead.” Enter the contact information with details about where the work is into Odoo as an “opportunity.” Skip doing this. It’s really the work of drivers or salespeople. Tell your manager about the job and give them the address.
6. If your neighbor comes to your house while you’re building an outdoor fireplace, you could take down their number and enter them into the system as a …
A new customer. Lead. Be sure to include details about the circumstances. Opportunity. Be sure to include details about the circumstances. It’s not likely they’re really interested in buying stone. We should wait until they come in.
7. Someone calls, and you ask them if they’ve ever shopped with you. They haven’t. You should:
Enter their name, address, and phone number, and project as a “lead” in Odoo. Encourage them to come in, at which point they can meet with a salesperson. Wait until they come in to qualify them as an “opportunity.” Enter their name, address, and phone number, and project as an “opportunity” in Odoo, and connect them with a salesperson.
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