Customer Service 46-60
A customer returns a backpack complaining that one of the seams has ripped. The customer wants to exchange the backpack for a new one. Which of the following is the LEAST appropriate response?
"No one has ever returned one of these before. They are known for being durable."
A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable in helping to determine how to assist the customer?
"What can I do to make this right?"
A sales associate sees a client looking at a dress and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the associate say?
"Would you like me to bring one to the fitting room for you to try on? What size would you like to try?"
During a slow business period, an associate sees a new hire having trouble answering a customer's questions. The customer is ready to leave. What should the associate do?
Approach them and ask, "Can I help answer any questions?"
· Which of the following BEST defines a guarantee?
Certificate ensuring that a product has been properly inspected by the manufacturer
A customer has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?
Check the fiber content and care label in the sweater
What should a sales associate do when a store is out of stock or does not carry the exact item a client is looking for?
Offer an alternative item that will fit the customer's needs.
A client calls a banking call center to report that the ATM fees on his account are incorrect. During the call, the call center's computer system goes down, making it impossible to check the customer's account. What should the call center associate do?
Offer to call the customer back when the computer system is working.
What is the MOST important information a sales associate should look for when studying the store's competition?
Product details and specifications offered by the competing store, such as brand, price, size, and warranty.
A customer calls your luggage store in a panic and tells you that the zipper on his Sl1itcase is no longer working. The customer is leaving in three days for a trip to Europe. He has found a suitcase}_ on your company's website that he would like to purchase. You do not have the particular suitcase in stock at your store but 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.
If a company's policy restricts refunds on on-sale merchandise, what is the BEST alternative a sales associate can offer a customer?
The sales associate should tell the customer that he or she is not authorized to complete a refund but would be glad to call a manager.
Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?
To make it easier to demonstrate and sell products.
The customer profile form is used to track what each customer purchases. What is the BEST reason for a sales associate to suggest merchandise?
To make sure the customer has everything he needs to be fully satisfied with the purchases
A superstore bakery recently changed from in-store baking to the company's central baking plant. The bakery supervisor gives the associates a note explaining the changes taking place. A client asks a bakery associate why the changes are taking place. What should the associate do?
Use the information in the memo to answer the customer's question.
When is it appropriate for a sales associate to call the manager for assistance with a customer?
When there is a problem resolving the customer's complaint.
