Customer Service Set M8

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

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You want to know why a customer did not make it in for a special sale

• You finally located an item the customer asked for a while back

• You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?

• 2 minutes

• 90 seconds

• 60 seconds

• 30 seconds

Keeping records about customer preferences:

• Will make customers suspicious of your ability to remember details

• Requires an expensive computer system

• Can help you provide more personalized service to returning customers

• Will help you target market to them

In your client record system, you should record:

• Customer purchases

• Customer interests

• Follow-up activities

• All of the above

Which of the following statements best describes why a client record system is called a “living” record?

• It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

• You will spend more time maintaining your records than you do actually serving customers

• You keep it as long as the customer remains a customer of the store

What is one of the best ways to explain features and benefits to a customer?

• Explain the history of the product

• Show the customer the user’s manual

• Discuss the review of this product

• Demonstrate the product

A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:

• Mirror their behavior

• Refer the customer to your supervisor

• Show empathy in your replies

• Offer them a refund or discount to settle them down

Your business card or the sales receipt is a good place to make notes for a customer regarding:

• Your work schedule so the customer can contact you in the future

• The date a special order is due

• An upcoming sale

• All of the above

If you do not have business cards, you can help the customer remember you by:

• Asking the customer for something on which to write your name and number

• Writing “thank you” on the sales receipt and signing your name

• Telling the customer how many sales awards you have won

• Using your own name often in the conversation