Customer Service Set M9

If your company does not supply business cards, you should:

• Tell customers that they can find the store number in the phone directory

• Check to make sure creating your own will not violate company policy

• Tell the customer that the company is too cheap to give you business cards

• Tell customers your name and phone number and offer them a pen to write it down

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

• Tell the person what you think the answer might be

• Refer the person to your supervisor.

• Say that you are not allowed to give out that information to the public.

• Inform the person that you don't know but will find out.

Which of the following are good reasons to ask customers for their business cards?

• So you can claim these customers as your own and keep co-workers from making sales to them

• When customers show interest in an upcoming event and you offer to remind them

• So you can build up your client records with names of potential customers

• To learn more about them so you can suggest items that you think they can afford

Showing respect for a customer’s business card means you should:

• Never write on it

• Put it in your purse or wallet for safe keeping

• Make some comment to indicate you have read it

• Ask them if you can put it in the bowl used for drawing prizes

Which of the following is not an example of suggestive selling in a display?

• Putting chocolate topping next to the ice cream

• Dressing a mannequin with matching pants, shoes and a handbag

• Putting soups next to the detergent

• Putting flip-flops next to a beach towel

Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?

• Susan looks at Cassandra and says, “You have great tastes as that is our number 1 seller!”

• Based on how Cassandra is dressed, Susan says, “I don’t think that perfume will fit your personality.”

• After Cassandra smells the perfume, Sally says, “I can see you like a fragrance with notes of gardenia in it.”

• Susan says, “That fragrance smells very nice on you.”

A customer is looking at a new desktop computer. To energize your sales presentation, you should:

• Give a personal experience that you’ve had with using that same computer.

• List the features of the computer

• Ask questions about why she needs a computer

• Demonstrate how the computer would be great for gaming because of its fast graphics

Which of the following is not a component of good customer service?

• Attendance at store trainings

• A positive attitude

• Asking closed-ended questions to get a definitive yes or no answer

• Acknowledge the customer quickly

What does shortage refer to?

• pricing of products that are lowered to get rid of overstock

• shoplifting, employee theft and inventory errors

• delivery of merchandise that is lower than what is on packing slip

• putting a smaller amount of inventory on shelves

A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:

• Return it to the customer telling him why

• Ask the customer to leave the store immediately

• Tear the counterfeit bill up and ask politely for another twenty

• Note the customer’s description and any other identifying information