Customer Service Set M5

A customer comes into your store and you greet them. Now that you’ve made a connection, what is your next challenge?

• Ask how much money he/she plans to spend.

• Determine exactly what the customer needs.

• Ask if he/she has shopped in the store before.

• Find out how much time he/she has to shop.

By becoming an expert at special orders, you may benefit by:

• Learning more about the products you sell

• Learning more about customer needs and interests

• Getting to know people in other departments

• All of the above

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

• A cup of coffee

• Service with a smile

• An excuse for the product’s failure

• Give them a new one of the same product

A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?

• Are you sure that you bought this doll at this store? Do you have your receipt?

• We’ve had a lot of complaints about this doll. You might want to contact the manufacturer.

• We’ve never had any complaints about this doll before. What do you think your niece did to it?

• With this kind of toy, it’s always best to check the batteries first. Let me check them for you

The warranty is an excellent tool for you to use to:

• Prove that your company has the best price

• Explain your company’s return policy

• Reassure the customer about a product’s quality

• All of the above

If your company does not have a manual that describes all the major product warranties, you should:

• Avoid talking about warranties with your customers

• Create your own by making copies of the various product warranties and related information

• Decide on a general, neutral comment you can make if customers ask you about a warranty

• Open up the package and read the warranty to them

Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?

• Find the elliptical training machine box and read whatever information came with it

• Demonstrate the elliptical machine in the store with customers until she is familiar with its features

• Ask her boss to assign her to another department she is more familiar with.

• Switch departments with another sales associate.

An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:

• Completely avoid talking about the specific product and change the topic.

• Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.

• Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken

• Tell the caller that the company is aware of the problem and is taking steps to fix it.

• Just listen - you can’t please everyone.

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• Check with your immediate supervisor or manager

• Make the exception, but only if the customer promises to make additional purchases

• Tell him you do not make exceptions

• Tell them to buy the product again and return the broken one in the new box.

When customers return merchandise, you should:

• Make sure they have a good reason for doing so

• Treat them with the same respect you would if they were making a purchase

• Not worry about how you treat them, because you don’t want them to come back again

• Send them to the service counter to wait for a customer service rep