Customer Service Mid course review

What is the purpose of evaluations after training which has been provided to an employee?

understands the training

When asked, "Is this a good sleeping bag?" a sales associate's best response is:

"Can you tell me where you'll be using it?"

If you do not have a product that meets all of a customer's needs, your best course of action is to:

Point the customer toward a nearby competitor that sells exactly what they're looking for

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

Service with a smile

The warranty is an excellent tool for you to use to:

Reassure the customer about a product's quality

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

Resources in and near your store

Extended warranties are service contracts that are not actually warranties b/c it is sold separately at an extra cost. The warranty is provided by the manufacturer. The extended warranty is provided by the:

Retailer

A sales associate went to a class to learn about portable Bluetooth speaker and forgot how long it takes to charge the battery. He should

Review online class

Your ultimate goal as a sales associate is to:

Satisfy the customer

A customer will be more likely to buy a product such as a DVD player if you:

Show how easy it is to program

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

Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

Which of the following examples BEST represents cross-selling?

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 a professionalism that builds customer loyalty

What should an employee show when apologizing?

Sincerity

Customers most likely need your help when:

They are buying a product for the first time; An item includes assembly instructions

Shoppers are more likely to buy new food products if:

They can taste them; You provide recipes for using them; You display serving suggestions

What policies within a company may be given room for interpretation by the employee?

Those designed to ensure customer satisfaction

WHY should you know about your competition?

To explain why our product is better

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

An enjoyable atmosphere and super service

An advertisement for the AC unit states "you buy it and we install it" but then the sales associate gives the customer a list of items that the store doesn't do installments for and the AC unit is on the list. How will you handle this situation?

Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

Apologize for the inconvenience & give the refund unless they prefer an exchange or store credit

If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:

Appreciate your honesty

Brand loyal customers:

Ask for a particular make by name

If a customer does not have a clear picture of what she wants, the sales associate should:

Ask open-ended questions to determine the customer's needs

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

The best method for finding the right product for a customer is:

Asking open-ended questions

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

Asking the customer thoughtful questions

When is the BEST time to tell a customer about a product warranty?

At the beginning of sales process when discussing benefits

The BEST way for the sales associate to learn the benefits of a product is to

Attend a team training where you discuss benefits

Why should a sales associate read a flyer about a competitor's price?

Be knowledgeable of prices when informing customer

Learning more about the products you sell; Learning more about customer needs and interests; Getting to know people in other departments can benefit you in

Becoming an expert at special orders

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

Begin with who, what, where, when, how, or why

Projecting a professional and friendly image includes:

Behaving in an alert and courteous manner

Which of the following steps will help you keep commitments to customers?

Calling customers back in a timely manner

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

Customer complaints should be welcomed because they provide an opportunity to:

Learn about problems so improvements can be made

Creating customer loyalty is rewarding for:

The store, The sales associate, The customer

The BEST way for a sales associate to show the product's quality is to

demonstrate it

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

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

If a customer becomes abusive, you should probably:

Contact your manager

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

"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."; -"Someone in Customer Service can help you with that; I'll show you the way."

A sales associate working at the service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the best way for the associate to respond to the customer?

"I'm sorry that the laptop isn't working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you."

Which option sounds best when dealing with a customer complaint?

"Know a solution if the customer does not suggest one"

A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago & that the lights on the truck do not work. Which of these should the associate say FIRST?

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

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 this warranty?

A promise to stand behind the product

A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer's questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?

Accept the offer of help & listen to the answers to the customers' questions.

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 him

A layaway option could satisfy a customer's objection regarding:

Affordability

Which of the following BEST defines a guarantee?

Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.

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

What is the sales technique used to get a customer to spend more by purchasing a product that's related to what's being bought already (ex. Digital camera & memory card)

Cross Selling

Say what you'll do and be very clear on what you are promising; make notes so you will remember; -Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices. These things help build:

Customer loyalty

Increased capacity would be a benefit of which feature?

Dimensions

What should an employee show to deal with an inconvenienced customer?

Empathy

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

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

Get help from a more senior employee

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

It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:

Greet the customer and make him feel welcome

Customers do not respond favorably to

Hard sales

Which of the following phrases might be appropriate when discussing clothing size with your customer?

Have you worn this brand before? What size was most comfortable for you?

When the customer presents you with a problem, you should ask her:

How she would like the situation solved

A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what they are looking for?

How will you be using your phone? Will you use it for example business or personal use?

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; and:

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

As a sales associate, your goal is to

Keep the customer coming back

A retailer may allow for a more flexible return policy because it

Keeps customers from being dissatisfied by allowing them to return or exchange

A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item.

Let them know you can't accept the return but you can make an exchange.

When customers come to you with complaints, you need to:

Listen carefully, Be patient, Get information

What is the most effective way to determine a customer's price range for an item?

Listen closely to the customers responses to questions regarding price

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

Local companies that have complementary services to the products you sell; Phone numbers that customers have requested in the past, such as a taxi service; Information about companies you 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 those customers return in the future

If a customer becomes irate, the sales associate should call the

Manager

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

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

What should an employee show to a customer in uncomfortable situation?

Maturity

How should an employee act when discussing the warranty or return policy with a customer?

Objectivity

A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer?

Offer alternative that meets the customer's needs

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.

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

Offering 2 sizes stating each brand varies

What should an employee show to deal with angry customers?

Patience

Letting the customer make a local call to verify appropriateness or preference; Consolidating many small packages into one large shopping bag; Bringing merchandise to an older or disabled customer while he sits down are all examples of

Small kindnesses to your customer

Which of the following is a direct way to show you are interested and friendly?

Smile

A sales associate hears another associate struggling to answer questions from customer.

Stop and introduce yourself and help the associate

How should an employee act when discussing how a customer looks in dress?

Subjectivity

If the store does 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 alternatives that your store does carry

If your 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

A customer says, "I know this is a popular line, but this is an awful lot to pay for a simple white T-shirt." The best option for the sales associate is to:

Suggest an alternative

If a customer wants an item that is out-of-stock, you should do all of the following except:

Take the customer's phone number but don't promise to call by any specific date

The BEST way to sell a new pizza at a bulk discount store (like SAM's) is

Taste test

Which of the following is a benefit of the down comforter (bed spread)?

The comforter will keep you warm and cozy.

Benefits of a product are determined by:

The customer

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

The sales associate's communication with a phone customer is best projected through his/her

Tone of voice

When customers return merchandise, you should:

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

Which of the following are acceptable ways to ask a customer's permission to provide alternatives?

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

A customer comes in with broken shoe. The sales associates BEST response is

What can I do to make right?

Which of the following are examples of open-ended questions?

What features are important to you?

What question will help you understand a customer's pricing needs without making them feel uncomfortable?

What kind of brand do you currently own?

The customer is looking at 2 cameras & can't decide which one to buy. What should the sale associate ask the customer to figure out which one is best for them?

What type of pictures do you plan to take with this camera?

The company's return policy should always be

clearly displayed in writing & mentioned by the employee