Chapter 2 Customer Service

Great customer service combines: Problem-solving

• Critical thinking

• Professionalism

• Respect

• All of the above

You know you have all the information you need to successfully sell the products in your store when you can confidently and intelligently answer all of your customer's questions and solve routine problems.

• True

• False

Products

• are things that are physical in nature, including color, size, etc.

• are the most general product information

• are the advantages or rewards of the product.

• tend to answer the question, "Why"?

Studies show that customers who are greeted spend more money, while customers who wait more than 30-40 seconds to be greeted think they have waited 3-4 minutes.

• True

• False

Open-ended questions tend to begin with:

• Do

• Will

• Can

• What

Which is NOT a component of good customer service?

• A positive attitude

• Quick acknowledgement of the customer

• Asking closed-ended questions to get a definitive yes or no answer

• Attendance at store trainings and meetings

What is one of the best ways to explain features and benefits to a customer?

• Demonstrate the product

• Explain the history of the product

• Show the customer the user's manual

• Discuss reviews of the product

When customers receive good service, they tell___to___ people, and when they receive poor service, they tell an average of ____people.

• 1 - 3 - 5

• 1 - 3 - 10

• 3 - 5 - 7

• 4 - 5 - 10

When service is poor, what percent of retail customers refuse to go back to a store?

• 60 percent

• 70 percent

• 80 percent

• 90 percent

Which equation shows why customers are important to you as an employee?

• Customers = revenue - wages + employees

• Customers = revenue = wages = employees

• Customers x revenue = wages x employees

• Revenue / customers = wages / employees