NRF 2019 Customer Service & Sales Ch 4 Performing Your Best

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 has any friends that might like the item

• If the customer really liked the deal you gave him

• That the delivery people were courteous and careful

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

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

• in the morning while they are getting ready for work

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

• their house phone & speak with their spouse

Which of the following items would NOT be an appropriate finishing touch to your service?

• Remember the customer’s name and use it when he comes in again

• Send a handwritten note thanking the customer for his business

• Call the customer to make sure he is satisfied with his purchase

• Send a postcard thanking a customer for letting you help him select a gift for his wife

Which of the following is an appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You want to know why a customer did not make it in for a special sale

• You finally located an item the customer asked for a while back

• You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

Keeping records about customer preferences:

• Will make customers suspicious of your ability to remember details

• Requires an expensive computer system

• Can help you provide more personalized service to returning customers

In your client record system, you should record:

• Customer purchases

• Customer interests

• Follow-up activities

• ALL OF THE CHOICES

Which of the following statements best describes why a client record system is called a “living” record?

• It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

• You will spend more time maintaining your records than you do actually serving customers

You should contact your customer for feedback when:

• Their items are being delivered

• They purchase expensive items

• They give you permission to call

• ALL OF THE CHOICES

Turn your phone interaction into a loyal customer by:

• Letting the customer know about sales events

• Mentioning services he may not be aware of

• Offering to ship items directly to the customer

• ALL OF THE CHOICES

After a DELIVERY is made to a customer, the sales associate should:

• Follow up with call

• End of month survey

• Thank them next time come in