Customer Service Set M3

Which of the following phrases might be appropriate when discussing clothing size with your customer?

• You look to be about a size XX

• Have you worn this brand before? What size was most comfortable for you?

• How big are you?

• You wear a bigger size on the bottom than on the top.

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

• Convince the customer he doesn’t need it anyway

• Suggest alternatives that your store does carry

• Immediately refer him to a competitor

• Inform him of the drawbacks of the product he is seeking

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

• We don’t carry that specific brand, but may I suggest …

• Is that the only brand you were interested in?

• Is there anything else you were looking for?

• We don’t recommend that item. May I show you a better product?

• All of the above

Creating customer loyalty is rewarding for:

• The store

• The sales associate

• The customer

• All of the above

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

• An enjoyable atmosphere and super service

• Free coffee and doughnuts and a clean restroom

• Sales associates who look snazzy and take turns helping customers

• Good inventory and easy checkout

To assist your customers in a personal way, you should become familiar with:

• Their relatives, special friends, and loved ones

• Entertainment centers and movie theaters in the district

• Resources in and near your store

• Dining and day care near the store

In preparing a resource list for your customers, you should consider including:

• Local companies that have complementary services to the products you sell

• Phone numbers that customers have requested in the past, such as a taxi service

• Information about companies you recommend, such as repair shops

• All of the above

When customers request any of the service “extras” your store offers:

• Tell them they’ll have to contact Customer Service for further information

• Make a note in your client record system so you can provide more personalized service when those customers return in the future

• Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

• Tell them that you will call someone else to take care of them since you are busy

What is one of the BEST ways to prevent shoplifting?

• Lock up expensive merchandise

• Acknowledge and greet all customers in a friendly manner as they enter the store

• Put security cameras in plain view of the customer

• Use mirrors that make aisles visible to the cashier

Small kindnesses to your customers may include:

• Letting the customer make a local call to verify appropriateness or preference

• Consolidating many small packages into one large shopping bag

• Bringing merchandise to an older or disabled customer while he sits down

• Telling a customer about a lounge where she may tend to her baby’s needs

• All of the above