Customer Service Scenarios 1

Front

A customer wants a specific baseball card set. The store is currently out of stock, but may be receiving another shipment on Friday. What should the sales associate do?

Back

Take the customer’s name and number, and call when the item is back in stock

Front

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 that associate do?

Back

Approach them and ask “Can I help answer any questions”?.

Front

A fitness center’s soft drink machine has been empty for two weeks. When the delivery person arrives to refill the machine, the fitness center’s manager complains that the fitness center lost money. What should the delivery person do?

Back

Apologize and offer to work out a regular delivery schedule with a manager.

Front

A customer returns a recently purchased video game player and tells the store associate that it shuts down after ten minutes of use. The customer’s child is home sick and wants the player to keep busy. The item is covered by a one-year warranty. What should the associate do?

Back

Allow the customer to exchange the video game player today since the item is under warranty.

Front

A customer calls a drugstore to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate puts the customer on hold, the prescription is located, but before the associate gets back to the customer, several customers come into the store and approach and ask for assistance. What should the associate do?

Back

Acknowledge the in-store customers, call for assistance, and then get back to the customer on hold.

Front

A customer service representative in a bridal shop helped a customer choose her wedding dress. The customer had alterations made to her dress. Two weeks later, she called to complain that the dress is still too long. What should the representative do first?

Back

Show empathy and ask that she come into meet with someone in alterations

Front

An associate makes a follow up call to a customer about a product recently purchased. The customer says that she wants to return the product because it does not meet her needs. What should the associate do FIRST?

Back

Ask what features she needs and offer a product that will meet her needs.

Front

A customer asks a bakery associate why the changes are taking place. What should the associate do?

Back

Use information in the memo to answer the customer’s questions.

Front

An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageous!” Which of these is the associate’s most professional response to the customer’s remark: Explain the benefits of buying from the store rather than the Internet, Return the computer to the case and begin to help another customer, Ask the manager to try to convince the customer to buy in the store, Thank the customer politely for coming into the store

Back

Explain the benefits of buying from the store rather than the Internet

Front

An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven’t been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate’s best course of action? Options: Copy the returns any time during the shift when there are no customers, Consult store policy or the manager about using the copier, Ask a coworker what everyone else does, and then do the same, Wait until no one is around and copy the returns quickly

Back

Consult store policy or the manager about using the copier