4 set 2 Customer service
A sales associate in the clothing department notices a customer is waiting impatiently in the electronics department. Which one of these should the sales associate NOT do to approach the customer to offer help?
"Hey there! I know waiting in a busy store can be frustrating. I'm free now, so what are you looking for?'
Which of the following is a customer body language cue?
A Customer rolling his eyes while looking around
Which of the following scenarios MOST warrants a follow up call from a sales associate to a customer?
A customer complained about the workmanship of the alterations to a new suit. The sales associate thinks the issue has been resolved but is not true.
A job description typically contains:
A description of the job's responsibilities
A cashier notices that the line of customers waiting to check out is quickly growing. The cashier should:
Acknowledge the customers in line and call for assistance.
A sales associate who is loading a chair into a customer's car scratches the chair leg. What should the associate do?
Acknowledge the mark, take the item back to the store, and exchange it for a new one.
During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?
After giving the name of the company and his or her name, ask for the customer's name and a number to call back.
A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00 am and noon. At 1:00 pm, the customer reports that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?
Apologize and arrange to deliver the sofa at the next convenient time for the customer.
A customer complains that you are out of stock on the 100-count aspirin that is on sale and that this seems to be a problem ever y time she comes into the store. How do you BEST satisfy the customer when the item is out of stock?
Apologize to the customer, and offer to make a substitution with two 50-count bottles.
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When she returns to pick up the pants, the legs are too short. The customer tells the associate, "This will never do. I can't wear them like this. You have to change the hem.." How should the sales associate respond?
Apologize. Admit the mistake, and assure the customer that the situation will be quickly resolved.
Samples of a new line of baked goods are arranged for sampling. Customers are complaining to an associate at the register that a child is touching all of the samples. The associate does not see the parents anywhere. Which of the following should the associate do?
Ask another associate for help in moving the sample tray out of the child's reach
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. What should you do?
Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.
An associate is helping a customer who has a strong accent and who speaks very little English. The associate barely understands the customer. What is the BEST action the associate should take?
Ask the customer to wait and see if you can find an employee that speaks the language.
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
Call a supervisor immediately
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.
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
A new employee has just begun to work for a company. The employee has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven't been explained yet. The employee decides to bring in tax returns to photocopy . Which of these is the BEST thing for the employee to do?
Consult company policy or the manager about using the copier
If a customer becomes abusive, you should probably:
Contact your manager
A customer who is making a return loudly remarks about the poor quality of service received from the store. What is the BEST way for the sales associate helping the customer to respond?
Ensure excellent service by asking what can be done to satisfy the customer
A sales associate from the clothing department is passing by the electronics department and is stopped by a customer who asks about return policies for televisions. The associate has not been trained on the electronics department policies. What is the BEST way for the associate to respond to the customer's question?
Enter the product area with the customer and locate a sale's associate who can answer the question and assist the customer.
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 the only sales associate working in the department. You are currently working with two customers when your department receives a telephone call. Which should you do?
Excuse yourself politely and answer the phone, calling the customer back if necessary.
You are completing a sale in the store and another customer calls on the phone. What should you do?
Excuse yourself, answer the phone, and ask if you can call the customer back.
If you find yourself having to resolve a very difficult issue, you may want to:
Get help from a more senior employee
When the customer presents you with a problem, you should ask her:
How she would like the situation solved
A health insurance call center associate receives a call from a customer who seems upset. The customer reports having called many times about a claim, and it is still not settled. The customer speaks loudly and becomes more upset by the minute. Which of these should the representative say FIRST?
I'm sorry. It must be very frustrating that this is not resolved yet.
What is the BEST way for a sales associate to respond if a customer asks for a lower price for an item that is not on sale?
Indicate which items are on sale and offer to show them to 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 do which of the following?
Inform the person that you don't know but will find out
Customer complaints should be welcomed because they provide an opportunity to:
Learn about problems so improvements can be made
An angry customer rushes to the front of the line, approaches you at the cash register, and demands immediate attention to help solve her problem. What should you do to calm the customer?
Let the customer know you will do everything you can to correct the situation as soon as you finish helping your current customer
A customer purchased a barbeque grill at the store, loaded it into his car and took it home. When he opened the box to assemble the grill the instructions were missing. The customer returns to the store upset. What should the sale's associate do to satisfy the customer?
Listen to the customer, assure him that you understand his frustration, and ask him if he would be satisfied with you finding another set of instruction
If you are working with a customer, how should you react if a second customer approaches you?
Make eye contact to let the second customer know he has your attention
An irate customer calls demanding a credit after making a full price purchase the day before the sale. The responding sales associate explains that the store's policy on returns and exchanges only allows credits to be given in the store, and it does not allow for credits over the phone. The customer is not satisfied with the associate's answer. After apologizing for the inconvenience what else should the associate do to help satisfy the customer's request?
Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.
A customer calls the customer service help center to report that the ATM charges on his account are incorrect. During the discussion the center's computer shuts down during the conversation. You are the help center associate, what do you do?
Offer to call the customer back when the computer comes back on.
Which procedure should a sales associate follow when dealing with a difficult customer?
Remain calm and courteous.
What's the specific term for the action a retailer makes to address a service failure?
Service recovery
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
Service with a smile
A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?
Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.
Which of the following is NOT a step you should take a part of the service recovery process?
Tell the customer that they need to do something, such as provide more information
A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer leaves for a trip to Europe in two days. He has found a suitcase on your company's website that he would like to purchase. You do not have the suitcase in stock at your store but you can order it for the customer. Which of the following should you do?
Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery.
An angry customer arrives with return and presents it to a sales associate who is new to the customer service department. The customer states the product cannot be assembled because it is missing parts. If the associate is unsure how the store's return policy applies, what would be the associate's BEST course of action?
Thank the customer for bringing the problem to the store's attention, and then check the store's internet for store policy on returns
What is the BEST thing the sale's associate should do when a customer has a problem with a product?
Thank the customer for bringing the problem to the store's attention.
A customer calls to complain that his refrigerator was not delivered on time. How should the associate handle the complaint?
Thank the customer for the call, and put him on hold while the sales associate calls the delivery department for information.
A customer has purchased monogrammed table liners, which are a special order and ship directly from the manufacturer the sales associate provide the customer to enable the customer to check on the status of the delivery?
The product's SKU number, the shipping carrier's website address, the shipping hotline number
Which of the following situations requires a sales associate to seek support from a supervisor?
The sales associate has encountered a difficult customer and cannot satisfy that customer's needs.
Which is the MOST important reason for a sales associate to know and consistently follow company guidelines when addressing company complaints?
To ensure that the customers have a consistent experience no matter whom they work with.
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.
Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation services for freezers. Which of the following is the BEST response?
Unfortunately we do not install freezers, but I will show you exactly what you need to do so you can do it yourself.
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. 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.
A sales associate is responsible for answering the phone and taking orders at the pizza store. It is lunchtime and all other employees are busy helping customers. The phone rings while the sales associate is taking payment from a customer. Which is the BEST way for the associate to answer the call?
say "The pizza store. May I put you on hold?
