PUBLIX MANAGER TEST WITH COMPLETE STUDY QUESTIONS WITH ANSWERS (GUARANTEED PASS) | RATED A+

PUBLIX MANAGER TEST WITH COMPLETE STUDY QUESTIONS WITH ANSWERS (GUARANTEED PASS) | RATED A+
what approach should you use when confronting an angry customer? - Answer>>> the CALM
approach
what is calm? - Answer>>> C- stay calm
A- apologize for the problem
L- listen with empathy
M- make it right
4 steps pf legendary customer service - Answer>>> 1. greet customer by name if possible and
smile
2. engage
3. create their happily ever after
4. thank and invite back customer
Dynamic Selling - Answer>>> a ;positive, service-centered approach to selling to our customers.
its dynamic, because all customers and situations are different and associates should be able to
adapt conversations and solutions to meet the individual customers needs
dynamic selling steps - Answer>>> 1. greet
2. discover
3. recommend
4. close
Publix Guarantee - Answer>>> " We will never knowingly disappoint you. If for any reason
your purchase does not give you complete satisfaction, the full purchase price will be cheerfully
refunded immediately upon request."
personal selling - Answer>>> encourage a customer to learn or try a product
selling event - Answer>>> present products for customer to sample
Suggestive Selling - Answer>>> suggest products to customers based on the holiday, upcoming
events, or convo with customer
companion selling - Answer>>> recommend products to customers that complement products
they have already chosen