Business Management-EOP Skills Standards: Bell Ringer Day 13

Great customer service combines: Problem-solving

• Critical thinking

• Professionalism

• Respect

• All of the above

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"?

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 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

If a customer appears on edge, upset or angry, you should:

• Mirror their behavior

• Refer them to your supervisor

• Show empathy in your replies

• Offer them a refund or discount

Which question is best to ask a customer?

• "How much do you want to spend?"

• "Do you want ____ or ____?

• "Why do you want ____?"

• "We've got a big selection. What style do you prefer?"

How soon upon a customer's entrance into the store should an associate greet the customer?

• 30 seconds

• 60 seconds

• 90 seconds

• 2 minutes