243 Section 11.1 In-Store Customer Service Some retailers offer a guarantee on products sold. A guarantee is a promise that a product has a certain quality or will perform in a specifi c way. A guarantee is similar to a warranty, but is generally not a written document. Some businesses guarantee services or products. If the service or product does not meet the guarantee, the retailer typically refunds the amount the customer paid. Retail employees must understand what the retailer will or will not provide under a guarantee statement. Attitude Attitude is the way a person looks at the world and responds to events. Employees and managers are expected to have a positive attitude on the job. In fact, managers set the tone for the attitude that employees demonstrate. Customers want to interact with employees who make them feel positive. Employees who show enthusiasm help to provide a good atmosphere for the customer. It is a well-known fact that an employee’s positive attitude can result in customer satisfaction. A positive attitude can also increase the chance of making a sale. However, this does not mean that the employee needs to be pushy and obnoxious. Positive employee attitude is refl ected in a genuine smile. Believing in the product can make customers feel confi dent in the product and the company. An optimistic attitude shows the customer that the employee is there to help solve a problem or fi nd a product. Communication Skills Communication skills are crucial in the workplace. Each customer contact creates a fi rst impression of the employee and the business. First and foremost, employees must listen to the customer. It is important to use active listening skills so the customer’s needs can be understood. Once the customer’s need has been identifi ed, appropriate grammar and vocabulary should be used to communicate. An appropriate tone of speech should be used and empathy applied when necessary. A positive, optimistic attitude is refl ected in a genuine smile. Tyler Olson/Shutterstock.com