Customer Service

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

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

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

a layway option could satisfy a customer"s objection reguarding:

affordability

which of the following BEST defines a guarantee?

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

small kindnesses to you customers may include:

all of the above (letting the customer make a local call verify appropriateness or preferences, consolidating many small packages into one large shopping bag, bringing merchandise to an older or disabled customer while he sits down, telling a customer about a lounge where she may tend to her baby's needs)

when customer come to you with complaints, you need to:

all of the above (listen carefully, be patient, get information)

creating customer loyalty is rewarding for:

all of the above (the store, the sales associate, the customer)

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

all of the above (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)

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

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 recieve a refund and if you return after 10 days you will recieve 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:

appriceate 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 learnthe benefits of a product is to

attend a team traning where you discuss benefits

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

be knowledgeable of price when informing customer

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

the company's return policy should always be

clearly displayed in writing & mentioned by the employee

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 becomes abusive, you should probably:

contact you 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

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

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 the 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 peraonal 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 wothwile

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

interact as if you are old friends

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?"

which option sounds best when dealing with a customer complaint?

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

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

A and C ("customer service is on the third floor; take the elevator and turn right when you get off" "someone in Customer Service can help you with that; i'll show you the way.")

customers most likely need your help when:

A and C They are buying a product for the first time An item includes assembly instructions

to help build customer loyalty, you should

A and C 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 reflet standard practices

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

All of the above learning more about the products you sell learning more about customer needs and interests getting to know people in other departments

shoppers are more likely to buy new food products if:

Any of the above they can taste them you provide recipes for using them you display serving suggestions

it is important to build a relatioship with your customer. in the first few seconds after you notice the customer's arrival, you should:

Greet the customer and make him feel welcomed

increased sapacity would be a benefit of which feature?

dimensions

as a sales associate, your goal is to:

keep the customer coming back

if the customer walks directly to an item, this may indicate that he:

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

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

learn about problems so improvements can be made

what is the most efficent way to determine a customers price range for an item?

listen closely to the customers responses to questions reguarding price

when customer 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

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 custome's needs

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

offer to special order the item.

a customer is ready trying dresses on. a sales may assist by

offering 2 sizes stating each brand varies

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

point the customer towards a nearby competitor that sells exactly what they're looking for

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

reassure the cusomer about about a product's quality.

the warranty is an excellent took 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

your ultimate goal as a sales associate is to:

satisfy the customer

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 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

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

stop and introduce yourself and help the associate

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 products of service the customer is looking for, you 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:

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

the comforter will keep you warm and cozy

benefits of a product are determinded by:

the customer

referring a customer to a competitor will likely result in:

the customer seeking you out for future needs

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...

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

what features are important to you?

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?