Customer Service Quiz 3

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

• A cup of coffee

• Service with a smile

• An excuse for the product’s failure

As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.

• True

• False

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

• Prove that your company has the best price

• Explain your company’s return policy

• Reassure the customer about a product’s quality

• All of the above

If your company does not have a manual that describes all the major product warranties, you should:

• Avoid talking about warranties with your customers

• Create your own by making copies of the various product warranties and related information

• Decide on a general, neutral comment you can make if customers ask you about a warranty

If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

• True

• False

You should explain all warranty conditions to your customer at the time of purchase.

• True

• False

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

• Check with your immediate supervisor or manager

• Make the exception, but only if the customer promises to make additional purchases

• Tell him you do not make exceptions

When customers return merchandise, you should:

• Make sure they have a good reason for doing so

• Treat them with the same respect you would if they were making a purchase

• Not worry about how you treat them, because you don’t want them to come back again

The company’s return policy should always be clearly displayed in writing.

• True

• False

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• “Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”

• “You’ll have to take this to Customer Service; I can’t help you here.”

• “Someone in Customer Service can help you with that; I’ll show you the way.”

• A and C