customer service

If a customer is abusive, as a sales associate you should let them know how rude they are and kick them out of the store. true or false

false

True or False: It is okay to share personal information that a customer gave you with your co-workers.

false

If a customer walks directly to an item, this may indicate that the customer...

knows what he/she wants and would probably appreciate quick and efficient service.

A store has a promotion where customers can get 10% off purchases. If a customer buys merchandise costing $75.00, how much will they end up paying not including tax?

$67.50

Which is the best place to get product information on the merchandise that you sell?

From the product itself (labels, manuals, brochures).

What is it called when a customer buys something they did not plan on buying until they saw it?

Impulse Buy

If a salesperson is finishing a sale with a customer when the store phone begins to ring, what should the salesperson do?

Excuse yourself from your customer, quickly answer the phone and put the customer on hold, return to the customer to complete the sale, then help the customer on the phone.

Which is the best way to tell a customer about the features and benefits of an item?

Explain how the features relate to the customer's needs

A store that sells bath products is offering a free toiletry set that is worth $50.00 if the customer spends $75.00 on store merchandise. What is the BEST thing for the salesperson to do if the customer spends a little less than the minimum but still asks for the gift?

Explain that the promotion does require a minimum $75.00 purchase and offer to help them find another item to meet the minimum requirement.

A salesperson has completed online training on a new cell phone but cannot remember how long it takes the phone to charge. What should the salesperson do?

Go back to the information in the online class.

A customer wants to return a computer that is complicated to use. What should the salesperson do after he/she has processed the return?

Offer to show the customer computers that are easier to use.

What are open ended questions?

Questions that do not have specific answers.

A customer tells you an item is on sale for a lower price than it rang up. You go to the sales display and see an expired sales sign that is still posted. What is the most appropriate thing for you to do next?

Remove the sign, apologize for the inconvenience, and give the customer the sale price.

During the holidays stores will often promote rebates. How would you explain a $30.00 rebate to a customer?

The customer will get a check for $30.00 after submitting proof of purchase.

True or False: An agreement that the manufacturer will be responsible for any product defects and will repair or replace the item in the event of a problem is an example of a guarantee.

True

True or False: In most businesses, any items that have been customized may not be returned.

True

True or False: It is not always necessary to go through all the steps of selling before the customer is ready to buy.

True

True or False: Salespeople should keep their client records up -to- date and notify customers of merchandise that they know will interest them.

True

Within how long should a customer be acknowledged?

a minute or less

when is it important to make benefits important to the customer?

during the sales presentation

Communication is important when providing service to a person who is hearing impaired, you should...

ask the customer how he/she would like to communicate.

what is a god way to asses the customer's knowledge on a product?

ask the customer how they will use the product

Projecting a professional and friendly image includes...

behaving in a courteous manner and letting the customer know you are ready to help.

A customer has come into the store upset because an item he bought does not have any instructions on how to assemble it. What should the salesperson do?

Acknowledge the customer's frustration and refer them to the manufacturers website for a copy of the instructions.

A customer comes into your store for school supplies that are on sale. They complain when they realize you are out of the sale item that they came in for. They comment that this happens a lot at your store. What should you do to take care of the customer?

Apologize and offer a substitute comparable item at the same price.

An item has been altered incorrectly despite being fitted to the customer. What should the salesperson do when the customer refuses to take the item as it is?

Apologize, admit a mistake was made, and let the customer know that the problem will be resolved for them.

When merchandise is on a shelf that is higher than can be reached on foot, what should the salesperson do if a step ladder is not nearby?

Ask the customer to look around or wait while the step ladder is located.

What is the best way to inform a customer about a loyalty program?

During the sales presentation

True or False: If a customer comes in with children you should not involve them in the selling process.

False

True or False: If a customer is looking for an item you know is sold out you should immediately refer them to a competitor that carries the same brand.

False

True or False: If a group comes in your store you should pick one person out and focus on them to increase your chance of making a sale?

False

True or False: It is best to ask the customer how much they make and can afford to spend before showing them a product.

False

true or false: It is appropriate to up sell items that are more advanced than the customer needs or wants because your store will make more money off of them.

False

When selling a new frozen breakfast sandwich, which would be the BEST way to merchandise it?

Have a taste test station set up near the frozen section.

A customer brings back a purse she bought recently complaining that the strap broke. Which of the following questions should the salesperson ask?

How can I resolve this problem for you?

A customer calls to complain about a problem that has not been resolved and he is getting loud and upset. What should the employee say first?

Let the customer know that you understand how frustrated he is and that you will help him get the problem resolved.

What is the best way to show the customer product benefits and main features?

Let them handle or try the product while you go over the main features and benefits of the product.

What is a POS?

Point of sale cash register

Which of the following would NOT be an appropriate action after a customer has bought a gift for his wife?

Sending a postcard thanking the customer for allowing you to help him select a gift for his wife.

Which is the best way to determine how much a customer wants to spend on an expensive item such as jewelry?

Simply ask how much they want to spend.

Once a customer has shown interest in a product, what should the salesperson do next?

Talk about the most important features and benefits.

You notice a customer checking out the t-shirt display. What is the best way to inform the customer about the current sale on them?

Tell them about the sale and ask to help them make some t-shirt selections.

True or False When a customer has a question about something in a department that the salesperson is not familiar with, the salesperson should locate a salesperson that works in that department and fill them in on the customer's questions?

True

True or false: If a customer is irate and is insisting to speak to a manager right away, the best action to take is to call for a manager.

True

What is empathy?

Understanding another person's feelings, emotions, or experiences.

The ultimate goal of a salepeople is to ...

satisfy the customer.

what is an example of cross selling?

selling a customer oil when they are buying gas.

A customer comes in looking for a phone and requests to see a specific brand but is very concerned about the price. What is the best way for the salesperson to proceed?

show the customer the brand they asked about and comparable phones at a lower price.

When a customer asks you to make an exception to the company policy regarding warranties, you should probably ...

tell the customer that warranties are usually specific but you will check with your supervisor or manager for them.

what should a salesperson do if the customer has been inconvenienced, something did not arrive on time, or if an item did not work as advertised

the sales person should apologize