Customer Service Study Guide

Front

A good reason for creating an opening for discussion is to:

a. break down the customer's sales resistance

b. get to know what the customer wants

Back

b. get to know what the customer wants

Front

Which of the following are appropriate reasons for following up with a customer?

a. you finally located an item the customer asked for a while back

b. you haven't seen the customer in a long time and are wondering if she is shopping somewhere else now.

Back

a. you finally located an item the customer asked for a while back.

Front

Customer follow-up is always a good idea, no matter what the situation.

a. true

b. false

Back

b. false

Front

How would you handle a situation where a customer wants a brand that you don't carry?

a. convince him that your brands are better

b. get permission from him to show the items you do have that meet his needs

Back

b. get permission from him to show the items you do have that meet his needs

Front

When the customer presents you with a problem, you should ask her:

a. who is at fault in the situation

b. how she would like the situation to be solved

Back

b. how she would like the situation to be solved

Front

Showing respect for a customer's business card means you should

a. never write on it

b. make some comment to indicate you have read it

Back

b. make some comment to indicate you have read it

Front

If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

a. true

b. false

Back

a. true

Front

You should keep your client records up-to-date and notify customer's merchandise you know is of interest to them.

a. true

b. false

Back

a. true

Front

When acting as a personal shopper, you should:

a. choose a wide selection of items from which the customer can choose

b. select only items that fit her interests

Back

b. select only items that fit her interest

Front

To keep the lines of communication open, the best question is to ask:

a. are structured to save the customer's time

b. begin with who, what, where, when how, or why

Back

b. begin with who, what, where, when, how, or why