Customer Service Set M7

If you find yourself having to resolve a very difficult issue, you may want to:

• Ask the customer to come back another time

• Tell the customer that his is being unreasonable

• Get help from a more senior employee

• Get creative and just solve the problem

What are the best kinds of questions to ask to a customer to encourage conversation?

• Open-ended

• Direct and to-the-point

• Yes, no

• . None. Let the customer ask you questions.

As a sales associate, your goal is to:

• Keep the returns to a minimum

• Keep the customer coming back

• Decide who’s right or wrong

• Increase sales for your store

Showing the customer that you and your store stand behind the products and services you sell:

• Limits the profit on some items

• Shows a professionalism that builds customer loyalty

• Encourages customers to return items more frequently

• Shows the customer that you are a talented sales associate

When customers come to you with complaints, you need to:

• Listen carefully

• Be patient

• Get information

• All of the above

A person approaches you and tells you of many complaints he has about your department. You should first:

• assume that his is just blowing off steam and ignore his complaints.

• check into the legitimacy of the complaints.

• ask for advice from your supervisor on the best way to handle the person.

• regard the complaints as accurate and take immediate steps to correct them.

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• That the delivery people were courteous and careful

• If the customer really liked the deal you gave him

• If the customer has any friends that might like the item

• If they need to buy any additional products.

Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?

• How much do you want to spend?

• Do you want the red coat or the blue one?

• Why do want this type of coats?

• None of these are appropriate to continue

Which of the following is not a product benefit for a new sweater?

• The sweater has a snag-free zipper

• The fabric is made of natural wool

• They come in neutral colors

• The fabric is soft and will last through many washes.

Which of the following items would NOT be an appropriate finishing touch to your service?

• Call the customer to make sure he is satisfied with his purchase

• Send a handwritten note thanking the customer for his business

• Send a postcard thanking a customer for letting you help him select a gift for his wife

• Give the customer your business card & encourage him to return to the store

• Remember the customer’s name and use it when he comes in again