Chapter 2 Customer Service Questions 26-50

26. The company’s return policy should always be

• A. clearly displayed in writing & mentioned by the employee

• B. clearly displayed in writing only

• C. mentioned by the employee only

• D. kept secret

27. Even if your company’s return policy restricts what you can do for the customer, you should:

• A. Consider alternatives, such as offering a discount coupon or a free sample

• B. Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it

• C. Do what the customer asks; management will have to support your decision

28. Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• A. “Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”

• B. “You’ll have to take this to Customer Service; I can’t help you here.”

• C. “Someone in Customer Service can help you with that; I’ll show you the way.”

• D. A and C

29. Customer complaints should be welcomed because they provide an opportunity to:

• A. Do something different for a change

• B. Get customers back to the store so they’ll buy more

• C. Learn about problems so improvements can be made

• D. Learn who the potential “problem customers” are

30. Which option sounds best when dealing with a customer complaint?

• A. “Know when to give in to the customer’s demands”

• B. “Keep the customer from asking for a refund”

• C. “Know a solution if the customer does not suggest one”

• D. “Keep asking what the customer wants, even when the solution is obvious to you”

31. If a customer becomes abusive, you should probably:

• A. Refund his money immediately

• B. Contact your manager

• C. Tell him he is being abusive and call security

32. When the customer presents you with a problem, you should ask her:

• A. How she would like the situation solved

• B. Who is at fault in the situation

• C. If she shops at your store on a regular basis

33. If you find yourself having to resolve a very difficult issue, you may want to:

• A. Ask the customer to come back another time

• B. Tell the customer that he is being unreasonable

• C. Get help from a more senior employee

34. As a sales associate, your goal is to:

• A. Keep the returns to a minimum

• B. Keep the customer coming back

• C. Decide who’s right or wrong

35. Showing the customer that you and your store stand behind the products and services you sell:

• A. Limits the profit on some items

• B. Shows a professionalism that builds customer loyalty

• C. Encourages customers to return items more frequently