Customer Service Chapter 4 Review

Customer follow-up is ______.

• Always a good idea, no matter what the situation

• Never a good idea

• Sometimes a good idea depending on the situation

• Always a good idea for the customers who spend the most money on a regular basis

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:

• If the customer really liked the deal you gave him

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

• That the delivery people were courteous and careful

If you are making a follow-up call, it’s a good idea to call ____.

• their house phone & speak with their spouse

• during the dinner hour to make sure you contact the customer on the first try.

• their home in the afternoon while they are at work & leave a voicemail if necessary

• in the morning while they are getting ready for work

A customer purchases a jacket that costs $100. He uses a coupon to get 30% off of his purchase. What will he have to pay (without taxes) after the discount?

• $30

• $70

• $100

• $130

What is something that you should NOT do if you get paid with counterfeit money?

• delay the passer if possible

• write your initials and date in the white border

• return it to the passer

• call the police or secret service

What should a salesperson ask of a satisfied customer to help increase their future sales?

• "Did I do all I can to help you today?"

• "Would you be willing to refer your friends and family to me?"

• "Can I have your business card?"

• "When you return, please request a a different salesperson, not me, to assist you."

If we want to appear engaged and sincere, we should ____.

• lean away to give the customer space

• touch the customer on his/her arm

• make intense eye contact to let them know that we're listening

• make eye contact and lean towards the person

When trying to overcome customer objections, you should NOT ____.

• provide reassurance about your store's return/exchange policy

• talk about warranty options

• force the sale to meet your goals

• discuss the product quality

Customer follow-up is ____.

• never a good idea

• always a good idea

• a good idea for the customers who spend the most

• sometimes a good idea depending on the situation

In your client record, you should record ____. (select all that apply)

• customer preferences

• customer preferences

• follow up activities

• contact information