Customer Service Flashcard

Front

Which of the following methods is the BEST way to resolve a customer complaint?
Options:
Actively listen to the complaint, ask questions, and allow the customer to participate in the solution.
Ignore the complaint and hope it resolves itself.
Tell the customer to come back later.
Offer a discount without understanding the problem.

Back

Actively listen to the complaint, ask questions, and allow the customer to participate in the solution.

Front

A customer arrives to pick up a stereo from the repair department. The customer says that the repair department called earlier to say the stereo was ready. However, the stereo cannot be located. After 20 minutes, the customer is angry. What should the associate do?

Back

Refer the customer to a supervisor.

Front

Which of the following is the BEST reason for a sales associate to test and sample a product before it is displayed? Options: To facilitate product demonstration and sales., To waste time during working hours., To avoid interacting with customers., To increase the price of the product.

Back

To facilitate product demonstration and sales.

Front

What should you do if a customer notices an incorrect price due to an old and expired sale sign?

Back

Remove the sale sign, apologize to the customer, and give the customer the sale price.

Front

Why is it important for sales associates to test or demonstrate the products they are going to sell?

Back

Customers are likely to ask questions about the products.

Front

What is the MOST important information a sales associate should look for when studying the competition of stores?

Back

Details and specifications of the product offered by the competing store, such as brand, price, size, and warranty.

Front

What are the MAIN types of retail training for sales associates?

Back

Product knowledge and company procedures

Front

A customer returns a laptop and explains that one of the functions is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?

Back

Test the customer's laptop and determine if there is a problem with the function

Front

An employee of a small company has tasks that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do? Options: Hang up and call back later, Offer the customer the option to wait while finding the answer or receive a call back, Transfer the call to another department, Apologize and end the call

Back

Offer the customer the option to wait while finding the answer or receive a call back

Front

A customer enters your store wanting to buy a specific item. You don't have the item, so you try to sell them a similar item. The customer is determined to buy the specific item and you can specially order it from the supplier. Why should you order the item?

Back

To provide additional service and build customer loyalty