Customer Service Credential Chapter 3 Review

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

• Explain your company's return policy.

• Prove that your company has the best price.

• Reassure the customer about a product's quality.

• all of the above.

If you don't have access to the details of a product's warranty, a resource to consider is your co-workers or supervisor.

• True

• False

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

• Make the exception, but only if the customer promises to come back and buy from you again in the future.

• Check with your supervisor or manager.

• Tell him that you never make exceptions.

Read the following scenario and choose the Customer Expectation that best fits the situation.

Customer: "Even though I was in a hurry, buying that furniture set seemed like a breeze, even the financing process was easy."

• Surprise me!

• Solve my problem

• Deliver value

• Make it quick and easy for me

• Understand my expectations

Read the following scenario and choose the Customer Expectation that best fits the situation.

Customer: "Help! I need to find a bed for the guest bedroom right away. My mother is coming to stay with us next week."

• Surprise me!

• Solve my problem

• Deliver value

• Make it quick and easy for me

• Understand my expectations

Read the following scenario and choose the Customer Expectation that best fits the situation.

Customer: "Thursday morning and its 9:30 AM, right on time, just when she said they would deliver the furniture. What a relief!"

• Be consistent and reliable

• Solve my problem

• Deliver value

• Make it quick and easy for me

• Keep it confidential

Read the following scenario and choose the Customer Expectation that best fits the situation.

Customer: "I'm glad I was working with Katina. She knew everything about those products, financing my purchase and how to get the items here on time. Even though I spent a bit more to buy the whole bedroom set, it's going to look great!"

• Surprise me!

• Solve my problem

• Deliver value

• Make it quick and easy for me

• Understand my expectations

Read the following scenario and choose the Customer Expectation that best fits the situation.

Employee: "Just to confirm, Mr. Jones, you'd like a queen-sized bed with an iron frame, box spring and mattress that can be delivered to your house by next Thursday."

• Surprise me!

• Solve my problem

• Deliver value

• Make it quick and easy for me

• Understand my expectations

Read the following scenario and choose the Customer Expectation that best fits the situation.

Employee: "Please come into the office while we complete the financing documents online. I'll need to ask you some questions."

• Surprise me!

• Keep it confidential

• Offer options: let me decide

• Make it quick and easy for me

• Understand my expectations

Read the following scenario and choose the Customer Expectation that best fits the situation.

Employee: "We have these 2 options available that will meet your delivery timing. Let me tell you about each one and also about potential savings for purchasing the total bedroom set."

• Surprise me!

• Keep it confidential

• Offer options: let me decide

• Make it quick and easy for me

• Understand my expectations