Customer Service Lesson 3

If you want to succeed in offering great personal service to customers, you will rely on

• focusing on sales goals

• maintaining a record of customer needs and preferences

• focusing on helping coworkers

• maintaining inventory control

It is important to keep customer records up-to-date and accurate.

• true

• false

Your client records should contain all of the following EXCEPT

• name

• email

• telephone number

• Instagram account

Which of the following would you NOT want to follow when pertaining to customer privacy:

• be careful what you say to others

• never leave customer records where others may see them

• tell a friend who bought something in the store today

• keep customer records stored in a private area

Loyalty programs can best be explained as

• customers receive extras when making a purchase

• best customers get to cut to the front of a line

• customers who are loyal

• best customers receive special offers or rewards

What can a business gain when customers sign up for a loyalty program?

• customers provide useful information that help the retailer treat him/her uniquely

• by using private information to tell to third parties (other people/businesses)

• customers provide information that businesses don’t use to treat a customer uniquely

• customers are not motivated by the rewards offered

If a customer claims that the company advertised a lower price in the newspaper than was was listed on the shelf, the sales associate should

• give the customer the lower price

• ignore the customer’s claims

• tell the customer to come back with the advertisement

• verify the claim

“Price sensitive”means

• the price a customer is willing to pay for a product

• the price a customer wants to pay for a product

• the price when it is high

• the price when it is low

What is the last step of the sales process?

• recognize buying cues

• suggest additional products

• offering assistance

• closing the sale

How can you overcome customer objections about buying a product?

• provide reassurances about return/ exchange policy and quality

• provide reassurances about how great the sales associates are at the store

• provide reassurances about the store manager being the best about customer service

• provide reassurances about other products