Customer Service Chapter 2

Great customer service combines:

• professionalism and dressing a certain way

• respect and a pretty storefront

• critical thinking and problem solving

• professionalism and cheap products

Successful companies understand that a customer complaint provides 2 opportunities to build customer loyalty by. Which of the following is one of those opportunities:

• getting rid of negative customers that may turn off other customers by yelling.

• having an opportunity to tell customers that they are sorry about the inconvenience.

• having valuable feedback about the company’s problems that needs to be solved.

• having an opportunity to tell customers there is nothing they can do.

Studies have shown when customers are dissatisfied, most often they will:

• say something

• still shop

• walk away

• get an attitude

When a customer encounters a problem, the best thing an employee can focus on is

• the positive things you can do

• the things you cannot do

• to blame the customer

• blame the company

When you email a customer, your email should contain ALL of the following EXCEPT:

• emojis

• a personal salutation

• a clear and specific message

• action verbs

• proper spelling, grammar, and punctuation

  c. a clear and specific message

You are talking to a customer on the phone, but you must put them on hold. What is the best procedure to put a customer on hold?

• press the hold button

• tell the customer that you will put them on hold

• ask the customer for permission

• tell the customer to call back later

• tell the customer that you will call them back later

What is the BEST question you can ask to find information about a customer’s budget?

• What is your budget?

• Do you have price considerations?

• Why are you buying this?

• What brands do you prefer?

• What is your price range?

Almost the entire message you project to a customer over the phone is communicated through your:

• the solution you offer

• nonverbal cues

• verbal message

• tone of voice

• pitch of voice

Your main job as a sales associate is to:

• do as told

• sell goods that satisfy customer needs

• follow your job requirements

• perform your job as quickly as possible

• help customers

We only retain % of what we hear.

• 10%

• 15%

• 20%

• 25%

• 30%