Customer Service 31-45
A client wants her grocery store to start carrying a new item. She asks a stock clerk if that is possible. How should the clerk respond?
Ask the manager on duty to talk with her about stocking the item
The store has just introduced a new line of home theater speakers, and the sales associates have no experience with the brand. What is the BEST way for the sales associates to gain knowledge on the new vendor's product line?
Complete all new training and review vendor supplied information on the features and benefits of the products.
A couple enters a store and approaches an associate about buying a china cabinet. They have some ideas about what they want, but they don't'[t know how much about china cabinets. They have $tooo to spend. What should the associate do?
Determine what the couple wants by asking questions.
You are working with an in-store customer to determine a delivery date. Two of your three phone lines ring. What should you do?
Excuse yourself. Answer the phone immediately and ask the caller to hold, then finish with the customer in front of you.
A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. Which of the following should the sales associate do?
Explain the qualifications to be a preferred customer and how to receive free gifts.
) You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How do you handle her request?
Explain to the customer that the call was routed to the wrong department, and connect her with an associate in the electronics department.
Why is it important that sales associates understand written and multimedia materials that are provided by the company, the manufacturer, and the supplier?
It helps the associate clearly and accurately provide customers with answers to questions on products.
Which is the best way to determine a customer's expectations of a product?
Listen carefully to the customer and respond with focusing questions.
· An error message appears when the cashier rings up a sale. Information on operating the register is available at each register. The manager is nearby helping another customer. What should the cashier do FIRST?
Look for the error message in the register manual
What is the BEST way to serve a customer who is shopping with a group of friends?
Provide quality service to all in attendance
A customer would like to reserve an ocean-view room with a balcony at a hotel, but tile ocean-view rooms are all occupied. What is the BEST next step for the hotel desk associate?
Suggest the alternative of a bay-view room with a balcony which is available
You are on duty stocking shelves with your fellow associates, and a customer is having difficulty locating a specific product that is located in a different department. Which of the following is the BEST action to take?
Take the customer to the other department, and hand her off to another associate
Which gestures by customers MOST likely indicates that they are agreeable to the sales price?
Tapping a foot on the floor, or Standing with hands on their hips.
A customer returns a laptop. computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?
Test the customer's computer and determine whether there is a problem with the feature.
A customer wants to have a business luncheon catered and complains loudly that tl1e prices are too high. The customer says that the same menu is available for a lower price at the caterer across the street. Which of the following should the associate do?
Try to soothe the customer and explain the features and benefits of the catering service.
