Customer Service Chapter 4 Review

Front

Customer follow-up is ______.

Back

Sometimes a good idea depending on the situation

Front

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

Back

That the delivery people were courteous and careful

Front

When is it a good idea to make a follow-up call?

Back

Call their home in the afternoon while they are at work & leave a voicemail if necessary.

Front

A customer purchases a jacket that costs $100. He uses a coupon to get 30% off of his purchase. What will he have to pay (without taxes) after the discount?

Back

$70

Front

What is something that you should NOT do if you get paid with counterfeit money?

Back

return it to the passer

Front

What should a salesperson ask of a satisfied customer to help increase their future sales?

Back

"Would you be willing to refer your friends and family to me?"

Front

If we want to appear engaged and sincere, we should ____.

Back

make eye contact and lean towards the person

Front

When trying to overcome customer objections, you should NOT ____. Options: provide reassurance about your store's return/exchange policy, talk about warranty options, force the sale to meet your goals, discuss the product quality.

Back

force the sale to meet your goals

Front

Customer follow-up is ____.

Back

sometimes a good idea depending on the situation

Front

Customers are most likely to complete feedback surveys if ____.

Back

you ask them to complete the form