Chapter 3 Customer Service

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

• A cup of coffee
• Service with a smile
• An excuse for the product’s failure

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.

• True
• False

The warranty is an excellent tool for you to use to:

• Prove that your company has the best price
• Explain your company’s return policy
• Reassure the customer about a product’s quality
• All of the above

If your company does not have a manual that describes all the major product warranties, you should:

• Avoid talking about warranties with your customers
• Create your own by making copies of the various product warranties and related information
• Decide on a general, neutral comment you can make if customers ask you about a warranty

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.

• True
• False

Explain all warranty conditions to your customer at the time of purchase.

• True
• False

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• Check with your immediate supervisor or manager
• Make the exception, but only if the customer promises to make additional purchases
• Tell him you do not make exceptions

When customers return merchandise, you should:

• Make sure they have a good reason for doing so
• Treat them with the same respect you would if they were making a purchase
• Not worry about how you treat them, because you don’t want them to come back again

The company’s return policy should always be clearly displayed in writing.

• True
• False

If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.

• True
• False