CUSTOMER SERVICE REVIEW PT 1

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

45%

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

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

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

It is appropriate to call the competition to make sure they carry the item the customer is looking for.

False

Most customers respond favorably to the hard sell technique because it shows them your belief in the product.

False

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

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?

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

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

Your ultimate goal as a sales associate is to:

Satisfy the customer

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

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

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 The customer

As a customer service professional, the best way for you to remember your regular customers' interests is to keep a written record of the vital information.

True

The best way to create customer loyalty is to listen carefully, respond to the customer's needs, and give good information.

True

The customer has said "No, thank you" when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed.

True

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 ...

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

What features are important to you?

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.

Projecting a professional and friendly image includes:

behaving in an alert and courteous manner.

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.

Three ways to create a positive impression of you and the store include: Complementing 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.

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

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