Customer Service Set M2

Which of the following scenarios shows the proper use of a business card? The Salesperson says,

• I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me.

• We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in.

• If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you.

• I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.

Referring a customer to a competitor will likely result in:

• The customer seeking you out for future needs

• The customer never returning to your store

• A lost sales opportunity for you

• None of the above

What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?

• Read the labels and packaging information on the new product

• Check with co-workers to see what they know about the products

• Ask customers to explain what they know about the products

• Call the manufacturer or vendor and ask about the products.

A new customer comes into your department, but you are helping another customer. You should:

• Focus all your attention on your current customer

• Let the new customer wait his turn until you have completed your current sale

• Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him

• Help the customer who looks like he will spend the most money

A good reason for creating an opening for discussion is to:

• Break down the customer’s sales resistance

• Get to know what the customer wants

• Convince the customer how much you know about the product

• Increase your store’s sales revenues

Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:

• Suggesting that he buy “top of the line” products

• Stating that the products in your store are far better than those in other stores

• Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

• None of the above.

If the customer isn’t shopping alone, you can include the rest of the party by:

• Telling any children to behave themselves while their parent makes this important decision

• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

• Giving other service to those in the party, such as offering a chair or a cup a refreshment

• Remind the customer of the kids’ zone area

If a customer walks directly to an item, this may indicate that he:

• Knows what he wants and would probably appreciate quick, efficient service

• Just wants to look at the item and has no interest in buying

• Is in a hurry and doesn’t want any attention from you

• Is looking for the least expensive brand

You can best determine the customer’s needs by gathering information through careful observation and by:

• Deciding the type of products you think the customer should buy

• Telling the customer everything you know about your products

• Asking the customer thoughtful questions

• Studying all literature on the products you sell so you can answer questions

Which of the following are examples of open-ended questions?

• Can I help you?

• What features are important to you?

• Do you like blue or brown?

• Is this all for you today?