The Ono Retail Customer Interaction Standard

The GREAT standard

• G — Greet every customer within 60 seconds with eye contact and a smile.
• R — Recognise the need by asking open questions: “What are you looking for today?” “What will you use it for?”
• E — Explain options in plain language. Link product features to what the customer told you.
• A — Assist to complete the purchase: walk the customer to the product, suggest relevant add-ons, direct them to the till.
• T — Thank the customer and invite them back.

Handling a difficult situation

Use LEAD when a customer is upset:

1. Listen without interrupting.
2. Empathise: acknowledge the inconvenience.
3. Act: offer what you are authorised to do (exchange, refund within policy, check stock).
4. Defer to your supervisor when the request is outside your authority. Stay with the customer until the handover is complete.

What you can decide yourself

• Exchange of an unused item with receipt within 14 days.
• Price check and correction of a mislabelled shelf price (inform supervisor).

Refunds without receipt, price overrides and compensation always need a supervisor.