56a&b

During solicitation of feedback from in-store customers, which question by a sales associate would yield the MOST useful information for improving customer satisfaction?

• “What other retailers have you visited recently?”

• “Do you like the setup of our new product displays?”

• “Have you purchased anything from our store’s website?”

• “How easy was it to find what you were looking for today?”

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate, “This will never do. I can’t wear them like this. You are going to have to change the hem.” How should the sales associate respond?

• Agree to alter another pair of pants without acknowledging the mistake.

• Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake.

• Tell the customer that the fit was based on accurate measurements.

• Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

A customer calls to complain that his refrigerator was not delivered on time. How should the associate handle the complaint?

• Thank the customer, apologize for the inconvenience, and ask him for information pertaining to the delivery.

• Thank the customer for the call, and put him on hold while the sales associate calls the delivery department for information.

• Thank the customer for the call, and transfer the customer to the delivery department.

• Apologize for the inconvenience, and offer a discount on the customer’s next purchase.

Which of the following examples best represents cross-selling?

• Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.

• Discussing the benefits of different brands when a customer is purchasing a computer

• Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas.

• Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the best way for the associate to respond to the customer?

• “I can understand your anger since it’s a brand new product. Laptop batteries are notorious for failure if they aren’t charged properly. Did you follow the instructions in the setup guide?

• “I’m sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you.”

• “I’m sorry you’ve had this trouble. Fortunately, the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number.”

• “It’s strange that a new battery would stop working only a week after purchase. It must be either defective or somehow damaged. How were you using the laptop when the battery was working?”

During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

• After giving the name of the company and his or her name, ask for the customer’s name and a number to call back.

• After giving the name of the company and his or her name, ask if the customer could call back.

• After giving the name of the company, let the customer know that someone will be available momentarily to help.

• After giving the name of the company, apologize for the delay and immediately place the customer on hold.

A customer calls the store to check if a particular digital camera is in stock, and the sales associate confirms that it is. The customer then states that he will arrive to view the camera shortly and mentions that he is in a rush. What would be the best way for the sales associate to prepare for the arrival of this customer?

• Locate the manufacturer’s brochure and appropriate accessories, and be prepared to offer an extended warranty to the sale.

• Place the camera and a memory card at the customer service desk with the customer’s name attached, and request a page when the customer arrives so he can be quickly assisted.

• Place the camera in a bag with the customer’s name attached, and leave the bag at the customer service desk for quick access.

• Select two alternate camera models with features similar to the ones the customer inquired about so that you can present a variety of products when the customer arrives.

A customer is purchasing a set of towels for a new apartment and is considering adding a monogram to the towels. The store’s policy states that the addition of monogramming would make the towels non-returnable, and the customer is slightly concerned the color may not match the apartment’s bathroom. In order to enforce store policy, what should the sales associate say?

• “Please be aware that it is our store policy that personalized items cannot be returned.”

• “I think you can return the towels for a refund if the color isn’t right.”

• “Our return policy is quite strict, so I would recommend that you don’t buy these towels.”

• “You can always exchange the towels for a different color if these don’t match.”

A customer has tried on a business suit and really likes the style and color, however, the pants are too long. Which of the following responses is the Best way for the sales associate to encourage the customer to use the store’s alterations services?

• “Are those the shoes you’d wear with that suit? The shoe department is having a sale this week. You may want to try a higher heel.”

• “How are you with a needle and thread? If you don’t sew, we do offer alterations for a small fee.”

• “That suit sure looks nice on you! Are you aware that we offer free hemming on all of our slacks? It only takes a couple of days.”

• “That’s a great suit! You may want to have it laundered and then see if the slacks are still too long. We do have a tailor on staff.”

An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The responding sales associate explains that the store’s policy on returns and exchanges only allows credits to be given in the store, and it does not allow for credits over the phone. The customer is not satisfied with the associate’s answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer’s request?

• Clearly repeat the policy so the customer understands there is no other option.

• Explain how the customer and store benefit from the store’s policy

• Inform the customer of dates when the item may be on sale again.

• Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.