Customer Service Chapter 2: Know Before You Sell Test

Which of the following describes a type of question that cannot reasonably be answered with a "yes" or "no"

A open-ended question

Customer Service

A series of activities intended to raise the level of customer satisfaction so that the customer feels that a product or service meets their needs and expectations

Which term describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

Active Listener

Shows that you interested in what is being said by the customer.

Active Listening

The best way to respond when a customer asks a question about a product and you don't know the answer?

Admit that you don't know the answer and take the customer to a coworker or supervisor that can help them.

Retail Employees use Product and Service Knowledge to:

Assist customers in locating products within the store; Provide general information to answer customer questions; Offer customers extensive information about products and services.

If a customer does not want you help what should you do?

Back-off, don't hover but let them know you are available should they need any assistance.

Retail employees may serve customers who saw an item on the company website that is not available in the store. What should they do?

Be prepared to explain this to the customer and offer options to help them locate and/or purchase the merchandise online.

Product Features

Can be touched, tasted, seen, smelled and/or heard. Includes Color, Size, Scent, Sound & Features

Closed-ended Questions

Designed to get you a short "YES" or "NO" answer - Usually begin with words such as: Will, Can, May, Are and Do.

The type of mindset that limits your ability to grow and learn as an employee is called?

Fixed Mindset

Why is customer service important?

Good customer service increases sales, sales increase revenue, improved revenue means jobs, and raised revenue also means more money for pay advances and bonuses.

Three Stages to Approaching Customers are?

Greeting, Service and Benefit

The type of mindset that best helps you grow and learn as an employee is called?

Growth Mindset

Greeting Stage

Presenting you as a friendly, non-aggressive person

Which of the following does not describe a product feature?

Price

How do you make a good first impression with a customer?

Projecting a professional image through dress and appearance; Positive attitude when you are at work; Courteous at all times; Using Non-verbal communications - such as a welcoming stance and posture, eye contact; appear approachable.

Up-selling

Providing the customer with a higher quality and possibly a more expensive version of what he/she has already looked at.

Benefit Selling

Providing/describing to the customer a product or service feature that will in some way improve the customers situation or solves his/her situation making their life/situation better.

What is the best way to demonstrate that you have understood a customer?

Restate and summarize their needs

Product/Service Knowledge

The information learned and used to help customers understand how a product or service will meet their needs. Includes knowing the FEATURES, BENEFITS, FUNCTIONS, USES & REQUIRED SUPPORT

Active Listening

This means that you are hearing and understanding what a speaker is saying out loud and any message suggested behind the words.

Practical Needs

Those needs that urge customers to come to you in the first place in order to solve a problem or to get a product or service.

What is a good way to help a customer form a good impression about you even before you interact with them?

Use Non-verbal communication, such as having a confident posture and making eye contact.

Open-ended Questions

Use words like - Who, What, When, Why and How - These questions cannot be answered with a simple "Yes" or "No" - Used to have customer provide details about what they want or need.

Product and Service Benefit

What are the advantages that make a certain product or service a good choice for the consumer. Answers the questions "WHY"

Feature Sellilng

When you do this you describe some element of your offering, in the hope that the customer will be suitably impressed.

Service Stage

You are offering help to satisfy the customers needs and wants

A valid reason for you, as an employee, not to escort a customer to a location of a product the they've asked to see is?

You are working with another customer and you cannot leave your area.

Benefit Stage

You present yourself as an alert customer service representative.