Customer Service Set M4

Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?

• A promise to stand behind the product.

• To show it isn’t the best quality so you need a warranty

• A promise to replace the product no matter what happens.

• To prove you will not need a warranty.

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

• We do not offer installation services, but I will give you the number of a company that will come install the set for you

• We offer installation on some items, but washers and dryers are not included.

• Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.

• I am sorry for the misunderstanding, but we do not install these items.

A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?

• Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?

• She’ll probably want to do more cooking when she sees these pans!

• I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.

• I’m sure she’ll like them just like you do

You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?

• Excuse yourself, answer the phone, and ask the caller if you can call him/her back.

• Answer the phone and continue to help the customer at the store at the same time.

• Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.

• Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.

Product features are described as all of the following except:

• Be physical (color, size, etc.)

• Appeal to the senses

• Relate to the quality of the merchandise and how the customer will enjoy it

• Answer the question, “Why?”

When balancing service between phone customers and those you may already be helping in the store, you should:

• Tell your in-store customer that you need to get the phone and she should look around for awhile

• Move your in-store customer over to by the phone and help both customers at the same time

• Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone

• Since your customer is in the store, wait on the customer and ignore the phone until you have time

You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?

• We have some great fabric and pattern choices. What colors do you prefer?

• I see you are interested in our suits.

• The blue suits are very popular. You take a size 40 regular, right?

• I have some great suits on sale. May I show you a few?

Turn your phone interaction into a loyal customer by:

• Letting the customer know about sales events

• Mentioning services he may not be aware of

• Offering to ship items directly to the customer

• All of the above

Which of the following steps will help you keep commitments to customers?

• Promising customers you will find the items they request

• Calling customers back only when you can find the requested item or information

• Immediately stopping whatever you’re doing to take care of phone customer requests

• Calling customers back in a timely manner

To help build customer loyalty, you should:

• Say what you’ll do and be very clear on what you are promising; make notes so you will remember

• Not risk disappointing a customer by telling him when you cannot make an exception

• Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

• A and C