Customer Service Set M1

What question do you ask to get feedback to see if the computer software met expectations of the customer?

• Did they deliver it on time?

• . Did you have installation problems?

• What new features have you used?

• How has the software worked for what you were using it for?

Which of the following would be the best option when trying to find out what a customer wants to buy?

• Can I help you?

• Are you looking for anything special?

• What color do you prefer in that brand?

• Is that the brand you want?

The best way to talk to a new customer is to:

• Flatter her—tell her she has taste and looks great

• Interact as if you are old friends

• Match what you say and your tone of voice to her personality

• Convince her that you know what is best for her to buy

A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:

• Secure the area and report the situation to management

• Call the custodian for assistance

• Do a temporary cleanup as best he/she can

• Nothing; maintenance will clean it up

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

• Do you want to look at a few more styles?

• Will that be cash or credit card?

• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

• We’ll be having a sale on watches sometime next month

Active listening is

• listening while maintaining eye contact with the speaker

• listening and using positive body language

• listening and responding to the other person in a way that improves understanding

• listening while staying active by running, jogging, etc.

Your ultimate goal as a sales associate is to:

• Meet your quota each month

• Provide service to as many customers as you can

• Satisfy the customer

• Be the top sales associate in your department

To keep the lines of communication open, the best questions to ask:

• Are direct and to the point

• Are ones that can be quickly answered with a “yes” or a “no”

• Begin with who, what, where, when, how, or why

• Are ones that are able to direct the customer to a decision

• Are structured to save the customer’s time

When fitting the products to the customer, you should:

• Correct her if she tells you the wrong size

• Ask questions that will help her define the right fit

• Select the approximate size you believe that she is

• Wait till the customer picks out the right size.

How would you handle a situation where a customer wants a brand that you don’t carry?

• Convince him that your brands are better

• Get permission from him to show the items you do have that meet his needs

• Tell him that he won’t find anything better than what you have

• Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway

• Tell him you don’t carry that brand then excuse yourself to serve someone else