Customer Service Certification

The following step will help you keep commitments to customers:

calling customers back in a timely manner.

Managers who hire sales associates say that they value retail workers for their

capacity to work alone.

If your company does not supply business cards, you should

check to make sure creating your own will not violate company policy.

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

check with your immediate supervisor or manager.

Even if your company's return policy restricts what you can do for the customer, you should

consider alternatives, such as offering a discount coupon or a free sample.

If a customer become abusive, you should probably

contact your manager.

If your company does not have a manual that describes all the major product warranties, you should

create your own by making copies of the various product warranties and related information.

IN your client record system, you should record

customer purchases, customer interests, and follow-up activities

One of the best ways to explain features and benefits to a customer is to

demonstrate the product.

A customer comes into your store and you greet them. Now that you've made a connection, your next challenge is to

determine exactly what the customer needs.

When balancing service between phone customers and those you may already be helping in the store, you should

excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone.

You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 2 rings. You should

excuse yourself, answer the phone, and ask the caller if you can call him/her back.

Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. To better prepare to sell this item, she should

find the elliptical training machine box and read whatever information came with it.

If you find yourself having to resolve a very difficult issue, you may want to

get help from a more senior employee.

If the customer isn't shopping alone, you can include the rest of the party by

giving other service to those in the party, such as offering a chair or a cup of refreshment.

Keeping records about customer preferences can

help you provide more personalized service to returning customers.

When the customer present you with a problem you should ask her

how she would like the situation solved.

Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert;

indicate that based on your professional product knowledge, you feel his purchases are worthwhile.

One of the BEST ways to prevent shoplifting is

is acknowledge and greet all customers in a friendly manner as they enter the store.

The benefit of an ink jet printer is that

it will save the customer money on ink because it has a special ink-saving technology.

As a sales associate, your goal is to

keep the customer coming back.

Customer complaints should be welcomed because they provide an opportunity to

learn about problems so improvements can be made.

By becoming an expert at special orders, you may benefit by

learning more about the products you sell, learning more about customer needs and interests, and getting to know people in other departments.

Turn your phone interaction into a loyal customer by

letting the customer know about sale events, mentioning services he may not be aware of, and offering to ship items directly to the customer.

Small kindnesses to your customer include

letting the customer make a local call to verify appropriatness or preferences, consolidating many small packages into one large shopping bag, bringing merchandise to an older or disabled customer while he sits down, and telling a customer about a lounge area where she may change/feed her baby.

An irate caller reaches you and starts berating (insulting) your company's service on a particular product that has been controversial. You should

listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.

When customers come to you with complaint, you need to

listen carefully, be patient, and get information.

Showing respect for a customer's business card means you should

make a comment to indicate that you have read it.

A customer is ready to try dresses on. A sales associate may assist by

offering two sizes stating each brand varies.

The best kinds of questions to ask a customer to encourage conversation are

open-ended questions.

Product benefits are all of the following: appeal to the senses, relate to the quality of the merchandise and how the customer will enjoy it, and answer the question "why?", but it is NOT

physical (color, size, etc.)

The warranty is an excellent tool for you to use to

reassure the customer about the product's quality.

A customer comes into your store with an ad from another store showing its advertised price which is lower than your prices, As a sales associate, you should first

refer to your store's policy on meeting competitor's ads.

The best way to exhibit the features and benefits of an item is to

relate product feature to the customer's needs in a "so that you can" statement.

To assist your customers in a personal way, you should become familiar with

resources in and near your store.

Your ultimate goal as a sales associate is to

satisfy the customer.

To help build customer loyalty, you should

say what you'll do and be very clear on what you are promising; make notes so you will remember and make exceptions, but be sure to let the customer know that you're making an exception and that your actions do not reflect standard practices.

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and

service with a smile.

Another way to exhibit the features and benefits is to

share personal experiences about using the product and say it works well.

A customer shows up and appears to be upset and one edge. AS the sales associate, it would be best to

show empathy in your replies, not mirror their behavior.

A good example of cross-selling is

showing the customer a matching scarf and gloves when the customer purchases a winter coat

Showing the customer that you and your store stand behind the products and services you sell

shows professionalism that builds customer loyalty.

Which store offers the best price? Store 1 Store 2 Store 3 Price $27 $27 $30 Discount 10% Warranty 5 yr 3 yr 4 yr

store 1

If you store does not offer the particular product of service the customer is looking for, your first option should always be to

suggest alternatives that your store does carry.

The best way for a sales associate to inform customers of the store's frequent shopper program is to

tell customers about it during the sales transaction.

Referring a customer to a competitor will likely result in

the customer seeking you out for future needs.

Creating customer loyalty is rewarding for

the store, the sales associate, and the customer.

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you

to inform the person that you don't know but will find out.

The most effective way to determine a customer's price range for an item is

to listen closely to the customer's responses to questions regarding price.

If the store does not offer the specific one of a kind particular product the customer is looking for, your FIRST option should always be

to offer to special order the item.

If the store doesn't not offer the particular product the customer is looking for to use this weekend for a party they are hosting, your FIRST option should always be

to suggest alternative that your store does carry.

A customer calls and has some technical questions about a product with which you are not completely familiar You should

transfer his call to someone who is knowledgeable in that area.

When customer return merchandise, you should

treat them with the same respect you would if they were making a purchase.

A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. The first thing you should say is

with this kind of toy, it's always best to check the batteries first. Let me check them for you.

A customer is looking at a new desktop computer. To energize your sales presentation

you should List the features of the computer.

A client record system is called a "living" record because

you should constantly refer to it and update it with new information.

Your business card or the sales receipt is a good place to make notes for a customer regarding

your work schedule to the customer can contact you in the future, the data a special order is due, and/or an upcoming sale.

Susan is working with a customer named Cassandra in the perfume department. The following is the wrong thing to say about a perfume she has just dabbed on her wrists and smelled:

"Based on how Cassandra is dressed," Susan says, "I don't think that perfume will fit your personality."

The correct technique for directing a customer to the Customer Service department is either

"Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment." Or "Someone in Customer Service can help you with that; I'll show you the way."

The sales tax rate (state and local) is 9.5% . What would the total be including sales tazes for an item with a price tag of $9.78?

$10.71

A lawn sprinkler at Walmart Garden Center is $8.60. There is a 10% discount on Tuesdays for senior citizens. Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul to make this purchase?

$7.74

You should greet the customer within the first

30 seconds of entering the store.

According to research, what percentage of customer are likely to spend more if the sales associate is helpful?

45%

What percentage of retail customers will not return to a store if the customer service is bad?

90%

What is a planogram?

A visual map that shows shelf height and merchandise, as well as signage placement.

A new customer comes into your department, but you are helping another customer. You should:

Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with them.

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are

An enjoyable atmosphere and super service.

As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. You should

Ask another employee to help the client while you escort Mrs. W. to room away from the public area.

Your Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferrable, (3) Employees are not allowed to ring up their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the store with goods that have not been paid for. With this in mind, a cashier at the supermarket decides to buy a soda to drink during her break. According to the Personnel Policy, how should the cashier pay for the soda?

Ask someone else to ring up the soda as soon as the break begins

The following is not a good component of customer service:

Asking closed-ended questions to get a definitive yes or no answer.

A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associate is ringing up a customer and sees that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. The sales associate's best response would be

Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream.

The following items would be an appropriate finish touch to your service:

Call the customer to make sure he is satisfied with his purchase. Send a handwritten note thanking the customer for his business, Give the customer your business card and encourage him to return to the store. Remember the customer's name and use it when he comes in again.

A person approaches you and tells you of many complaints he has about your department. You should first

Check into the legitimacy of the complaints.

You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing, but you know that there are several benefits that haven't been explained yet, so you decide to print in your tax returns with the intent to make copies on the copy machine. The best thing to do is

Consult company policy or the manager about using the copy machine

How would you handle a situation where a customer wants a brand that you don't carry?

Get permission from him to show the items you do have that meet his needs.

A good reason for creating an opening for discussion is to:

Get to know what the customer wants.

You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What should you do?

Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

A phrase that might be appropriate when discussing clothing size with your customer is:

Have you worn this brand before? What size what most comfortable to you?

What question to you ask to get feedback to see if the computer software met expectations of the customer?

How has the software worked for what you were using it for?

Dominique is shopping for a new winter coat. With the help of a sales person, she has narrowed it down to 2 coats. None of the following are a good way to continue the conversation:

How much do you want to spend?; Do you want the red coat or the blue one?; Why do want this type of coat?

You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at the other car options. What is your best response to her?

I agree. You should give your decision more thought. It Is important that you're 100% satisfied. Here is my card in case you have additional questions.

An example of a scenario that shows the proper use of a business card is when the salesperson says

I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and

Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of the warranty?

It is a promise to stand behind a product.

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service.

In preparing a resource list for your customers, you should consider including

Local companies that have complementary services to the product you sell, Phone numbers that customers have requested in the past, such as a taxi service, and Information about companies your recommend, such as repair shops.

When customers request any of the service "extras" your store offers

Make a note in your client record system so you can provide more personalized service when the customer returns in the future (i.e., hair dresser)

The best way to talk to a new customer is to:

Match what you say and your tone of voice to her personality.

The following is not an example of suggestive selling in a display:

Putting cans of soup next to laundry detergent.

The best way for a sales associate to learn about new merchandise that has just come into your store is

Read the label and packaging information on the new product.

A retail associate sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must

Secure the area and report the situation to management.

Requiring all salespeople to greet customers immediately upon entering the store is an example of a

Selling Process Policy.

A customer has looked at several watches and seems to like one beset. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes on in particular. What is best to say to close the sale?

Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

The following is not a product benefit for a new sweater:

They come in neutral colors.

Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, a shirt/blouse only, or as an "After 5" dressier piece. What should you do as the sales associate before displaying this item for customers to examine?

Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it.

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty's best response be?

We do not offer installation services, but I will give you the number of a company that will come install the set for you.

An acceptable way to ask a customer's permission to provide alternatives is

We don't carry that specific brand, but may I suggest...

You work in a men's store and see a customer looking at a rack of men's suits. The best thing to say as you approach this customer is

We have some great fabric and pattern choices. What colors do you prefer?

Which of the following would be the best option when trying to find out what a customer wants to buy?

What color do you prefer in that brand?

What is an example of an open-ended question? (not yes or no answer)

What features are important to you?

The following is a good reason to ask customers for their business cards:

When customers show interest in an upcoming event and you offer to remind them.

Which of the following are appropriate reasons for following up with a customer?

You finally located an item the customer asked for a while back.

A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that one of the 20 dollar bills is counterfeit.

You should note the customer's description and any other identifying information.

A customer says, "I think I may be making a mistake here. I do like these pans but they're a gift for my friend, and she doesn't cook as much as I do." What would be your best response to the customer who is still undecided about making the purchase?

Your friend could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?

A guarantee is best defined as

an agreement that the manufacturer will be responsible for any defect in the product and will replace or repair a product that is defective.

To keep the lines of communication open, the best questions to ask

are ones that are able to direct the customer to a decision.

When fitting the products to the customer, you should

ask questions that will help her define the right fit.

You can best determine the customer's needs by gathering information through careful observation and by

asking the customer thoughtful questions.

The best time to tell a customer about a product warranty is

at the beginning of sales process with discussing benefits.

If you do not have business cards, you can help the customer remember you

by writing "thank you" on the sales receipt and signing your name.