Behaviors for Success

This unit will expose you to the behaviors that are both recommended and expected for Prime Timers.  Behaviors are the visible actions that people see when they are with you.  Behaviors don't describe what you must do on your job, but rather how you look and act while you are doing it.

This unit will describe 4 attitudes that all successful Prime Timers need to embrace, 11 behaviors and 5 easy 'how-to' instructions for doing your job. 

Your Store Manager will provide you with additional details and feedback.  As you go through this unit, take notes on items that you don't understand.  Write down any questions that you have.  After the unit, meet with your Store Manager and discuss. 

 

Behaviors for Success

Opening

Prime Timer

Behaviors That Make a Difference

Behaviors (How work is done): the demonstration of visible interpersonal actions that contribute to success.

Definition

Behaviors

Behaviors are the way people act.

The behaviors of workers at every level affect the climate and success of the organization.

In a sales organization, behavior refers to the way individuals and groups act and interact with each other and with customers.

The following is a guide for positive behaviors that are expected of you as a Prime Timer

What is a behavior?

  • The way people act.
  • The way people feel.
  • The way people act and feel

Attitude # 1

Positive 'Can-Do' Attitude

  • Being ready, available and willing to get the job done, and done well, should be traits that Prime Timers keep on the front burner.
  • You should be ready to seek out work, to remain busy and be productive.
  • Prime Timers should eagerly desire to go above and beyond their normal duties to bring further success to the company.

 

Prime Timers should eagerly desire to go above and beyond their normal duties to bring further success to the company.

  • True
  • False

Attitude # 2

Courteous and Friendly

  • Employees who do their best to be courteous and friendly to their coworkers, managers and customers make work much more pleasant than those who seek to cause disturbances or drama.
  • These employees brighten the store and leave their egos and outside problems at the door. Prime Timers must maintain a good work atmosphere.
  • While no one is perfect and everyone has bad days, Prime Timers who are courteous and friendly are appreciated.

Attitude #3

Takes Responsibility

  • While none of us want to make mistakes, the truth is we all do. Prime Timers who value their work, their word and their future with your company will take responsibility and tell the truth.
  • When Prime Timers honestly and earnestly explains an oversight or mistake they have trust is established.

Attitude # 4

Good Attendance and Punctuality

  • Being at work and arriving on time also establishes trust.
  • Store Managers know all too well about employees who frequently arrive late, with a variety of excuses, possibly missing or at least being late for meetings, so a punctual and available employee will provide them with peace of mind.

Which 2 are examples of good Prime Timer attitudes?

  • Courteous, friendly, and smart
  • Friendly , honest, fun loving
  • Good attendance, honest, goes beyond and courteous
  • Courteous, honest and loyal
  • Courteous, friendly, honest with good attendance

Customers don't really care about how you look as long as the prices are low.

  • True
  • False

Behavior # 2

Facial Expressions

Little can be done to alter your face, but a lot can be done about the expression that is on it. However the day started for you, and whatever minor crisis has occurred along the way, customers don’t care. They have not come to see you with a depressed expression on your face. 

It is your duty to convey a calm, friendly and professional exterior, despite how you may feel inside. Try to smile and appear optimistic.

 

Behavior # 3

Personal Image

The reflection that stares back at you from a mirror is not necessarily a true likeness of the face known to family, friends and colleagues, because they will see you off-guard, concentrating on a task or listening to them.

How many people can honestly admit to looking in a mirror without altering their expression or posture?

It is quite natural to ‘play to a mirror’ possibly by raising an eyebrow, pulling a face or smiling at the reflection. This is why people often feel self-conscious when they see a ‘bad’ photograph of themselves. Play to the mirror, and play to the customers.

 

Behavior # 4

Clothes and Grooming

Nobody expects you to be packaged into something you are not. However, your appearance is a reflection of your own self-esteem and you should aim to present yourself as well as you can. While you might be casually dressed when working, you should still be neat, clean and exhibit a ‘sharp’ look. Good grooming and a tidy appearance are required.

Clean clothes are a must, but it doesn’t end there. Make sure your hair, skin, nails and general appearance is impeccable. Check to ensure that you have fresh breath and no body odor. Showers, deodorant and mouthwash make you look, smell and feel better. It will also help to make the customer experience better.

 

Check all of the correct statements.

  • It is your duty to convey a calm, friendly and professional exterior.
  • Smile and appear optimistic.
  • Good grooming and a tidy appearance are required.
  • Make sure your hair, skin, nails and general appearance is impeccable.
  • Play to the mirror, and play to the customers to make a good impression

Behavior # 5a

Body Language

Understanding body language is one of the most important aspects of dealing with customers.  The image you convey should support and enhance what is being communicated verbally.  If the visual image differs widely from your spoken messages, the non-verbal cues are generally believed.

The way you sit, stand, your gestures and mannerisms and your facial expressions will say far more about you, and how you are feeling at any given time, than the words you are using.  When individuals are nervous or uneasy, their body language becomes more pronounced.

Awareness of your body language, of how you behave under pressure, what signals you are unconsciously giving, how nerves and stress affect you physically, can help you understand how you 'come across' to others. It can also explain how the wrong impression is sometimes given and how confusion can occur.

 

Understanding body language is not one of the most important aspects of dealing with customers.

  • True
  • False

Behavior # 5b

Body Language

Being aware of your body language is the first step. Then, working to modify it is a way of improving your communication.

Body language can also be used as a mask to convey contrary feelings.  How often have you nodded firmly when you did not understand a word, smiled when your instinct was to scowl, clapped enthusiastically at the end of a talk that nearly put you to sleep?  In these cases you were using body language positively as the mechanism of good manners.

 

Behavior # 5c


Positive body language includes:

  • Maintaining eye contact with the person you are speaking to.
  • Smiling (if appropriate) but especially as a greeting and at the end of a conversation.
  • Sitting squarely on a chair, leaning slightly forward (this indicates you are paying attention).
  • Nodding in agreement.
  • A firm handshake.
  • Presenting a calm exterior.
  • Looking interested.

Behavior # 5 d

Negative body language includes:

  • Not looking at a person when speaking.
  • Tapping a foot, fingers etc.
  • Rocking backwards and forwards.
  • Scratching.
  • Continually clearing your throat.
  • Fiddling with hair, ear lobes, jewellery, jacket, glasses, etc.
  • Picking at fingers or finger nails.
  • Yawning.
  • Repeatedly looking at your watch or a clock in the room.
  • Standing too close to others.
  • Inattention to a person who is speaking.

Describe if the behavior is an example of positive body language or negative body language.

  • Looking interested.
    Positive
  • A firm handshake.
    Positive
  • Not looking at a person when speaking.
    Negative
  • Nodding in agreement.
    Positive
  • Inattention to a person who is speaking.
    Negative

Behavior 6

Treat people with respect

It doesn’t matter who you encounter, meet or talk to, it is essential that you treat everyone with respect and dignity. Thou shalt not make the customer feel stupid.

 

Some people are really stupid and should be reminded of that.

  • True
  • False

Behavior 7

Listen to customers

Effective customer service starts by listening to what customers have to say about their needs, wants or concerns. If you can provide complete and honest answers to their questions, you begin to gain their trust and establish your company's credibility. This increases the likelihood the customer will want to do business with you. In addition, listening to customers -- either in person, or on the phone -- is a great way to gather the information you need to better tailor your products, services, policies and procedures to meet their needs in the future.

 

Listening to customers can provide information about...

  • Their needs, wants or concerns.
  • Their hopes, fears and dreams.
  • The amount of money they have to spend.

Behavior 8

Be fast and helpful

It’s great to respond quickly to customer issues, of course, but Fast AND Accurate is really the unbeatable combination. There’s nothing like talking to a person who really listens on all cylinders, diagnoses your issue with probing questions, and then takes care of it definitely or escalates the issue to others who can do so.

Customers gain confidence from these behaviors, and confidence means a higher likelihood of an ongoing relationship with you and your brand.

 

Behavior 9


Own up to mistakes with humility

Look, it might not have been your fault. But that doesn’t matter? If the customer has suffered or is unhappy because of an error on the company’s behalf, that’s a reason to apologize—in a meaningful way.

Tell them in all sincerity—as a representative of your company—that you are sorry and that you’ll try to make sure it doesn’t happen again.

Even if the customer is wrong, or unreasonable, or just having a bad day, you can tell the truth: that you want them to be happy and that you’d like another chance to demonstrate how much you value their business.

 

Check all of these that are positive behaviors.

  • Own up to mistakes
  • Be fast, accurate and helpful.
  • Listen to the customers
  • Looking at your watch or a clock in the room.

Behavior 10

Make relationships valuable

When you make your customer’s success your uppermost goal, rewards follow. Focusing on the success of your customer, on understanding how they feel, empathizing with them and having compassion for their situation; that’s a foolproof way to improve your product, your company, and your bottom line.

The customer who knows that you value their input, will take their issues to heart, and will move your product forward with their needs in mind—that’s a customer who will be more likely to stay with you even over a rough patch. Treat your customers’ success as you most important goal—it’s an important factor toward your own success.

 

Check all of these that contribute to good customer service.

  • Make your customer’s success your uppermost goal
  • Tell them what they need.
  • Focus on the success of your customer
  • Tell them you don't have what they want.
  • empathizing with them and having compassion for their situation

Behavior 11

Make relationships personal

All retail employees can make customer interactions personal and memorable by delivering an extraordinary experience to every customer, every time.

Welcome customers to the store with a warm, friendly and genuine greeting.

Give your name and use the customer’s name whenever possible.

Give customers your undivided attention.

Maintain a positive attitude with every customer.

Walk customers toward the door, thank them, and give a warm, friendly goodbye.

How can you make the customer relationship personal.  Check all that apply.

  • Ask them for their phone number and e mail address.
  • Welcome them to the store with a warm, friendly and genuine greeting.
  • Tell them about your social life
  • Give customers your undivided attention.
  • Introduce yourself with a smile and learn the customer’s name.
  • Follow them on Facebook.

How to #1

Greet and approach

  • Provide a warm, friendly and genuine greeting within seconds of the customer’s arrival.
  • Introduce yourself with a smile and learn the customer’s name.
  • Ask the purpose of the customer’s visit to ensure we provide fast, efficient service.
  • Assure the customer we can assist with their needs and encourage them to interact with our products.

You should provide a warm, friendly and genuine greeting within seconds of the customer’s arrival.

  • True
  • False

How to # 2

Build value

  • Connect with the customer by using their name and giving your undivided attention.
  • Be enthusiastic and demonstrate a positive "I can help" attitude.
  • Ask qualifying questions and listen carefully to understand the customer’s needs.
  • If the customer asks for a specific product not on their school program, find out why and ensure it meets their needs.
  • Maintain eye contact, avoid distractions and confirm understanding of the customer’s needs.

If the customer asks for a specific product not on their school program...   (check all that apply)

  • Tell them you cannot sell it to them.
  • Ensure that it meets their needs.
  • Find out why they are interested in that product.

How to # 3

Offer solutions

  • Offer personalized solutions based on the customer’s needs.
  • Match the right product to each customer, not the product you personally prefer.
  • Adjust your pace and style to the customer’s mood, tone and technical knowledge.
  • If the customer comes in with a problem, own it and do all you can to solve it during their visit.

If the customer comes in with a problem, refer it to your manager.

  • True
  • False

How to #4

Gain agreement

  • Recap the solution you have proposed.
  • Listen and respond clearly to questions and objections.
  • Inform your customer about what you are doing when you need to step away.
  • As you complete the transaction, ensure you’ve provided a complete solution.
  • When assisting with a service issue, let the customer know what was done to fix it.

Which of these behaviors should be done to create an agreement with the customer?

  • Recap the solution you have proposed.
  • Listen and respond clearly to questions and objections.
  • When assisting with a service issue, let the customer know what was done to fix it
  • As you complete the transaction, ensure you’ve provided a complete solution.
  • Inform your customer about what you are doing when you need to step away.

How to # 5

Thank & depart

  • Verify the customer’s needs were met: "Is there anything else I can help you with today?"
  • Walk the customer toward the door, thank them and give a warm, friendly goodbye.
  • Take advantage of this final opportunity to use the customer’s name – and to make a lasting impression of courtesy and caring.

Match the statements.

  • Verify the customer’s needs were met.
    Is there anything else I can help you with today?"
  • Walk the customer toward the door,
    thank them and give a warm, friendly goodbye.
  • Take advantage of this final opportunity,
    use the customer’s name – and make a lasting impression of courtesy and caring.

IT MATTERS

Behaviors are the way people act.

The behaviors of workers at every level affect the climate and success of the organization.

Your behavior matters.

 

Discuss the behaviors covered in this unit with your Store Manager.