Customer service 1-10

A customer pays you with 3 twenty dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty dollar bills is counterfeit. you should...

• tear the counterfeit bill and ask politely for another twenty

• Return it to the customer telling them why

• Ask the customer to leave the store immediately

• note the customers description and any other identifying information

in your client record system, you should record:

• customer purchases

• Customers interest

• follow-up activities

• all the above

you overhear your boss giving a client the name of a person to contact for some information, you know this person is no longer the one to reach for this information. the client is still in the office. what, if anything, should you do

• wait till the client leaves, and then provide your boss with the correct name

• quickly take your boss aside and provide the correct name

• do not get involved in the situation. give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

• give the correct name, explain that your boss is not aware that a different person is responsible for the information

which of the following items should NOT be an appropriate finishing touch to you service

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

• send post card thanking the customer for letting you help him select a gift for his wife.

• give the customer your business card and encourage him to return to the store

• remember the customers name and use it when he comes in again

• send a handwritten note thanking him for his business

what is one of the best ways to explain features and benefits to a customer

• discuss the review of his product

• demonstrate the product

• explain the history of the product

• show the customer the user's manual

Cheryl works at sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. what should Cheryl do to better prepare

• switch departments with another sales associate

• ask her boss to assign her to another department she is more familiar with

• find the elliptical training machine box and read whatever information came with it

• demonstrate the elliptical machine in the store with customers until she is familiar with its features

which of the following phrases might be appropriate when discussing clothing size with your customer

• you look to be about a size xx

• how big are you

• have you worn this brand before? what size fits you more comfortable for you?

• you wear a bigger size on the bottom than on the top

you are with a customer and completing a sale. the phone rings and you're supposed to answer the phone calls within 3 rings. what do you do?

• excuse yourself, answer the phone, and ask the caller if you can call him/her back

• answer the phone and continue to help the customer at the store at the same time

• put the caller on hold, excuse yourself, and go find another sales associate to handle the call

• Excuse yourself, answer the phone, assist the caller if they just need a quick answer, then get back to the customer

a customer walks in the office and ask for the deadline to file a permit application. you do not know the answer. it would be best for you to do which of the following

• say that you are not allowed to give out that information to the public

• refer the person to your supervisor

• tell the person what you think the answer might be

• inform the person that you dont know but will find out

turn your phone interaction into a loyal customer by

• letting the customer know about the sales events

• mentioning services he may not be aware of

• offering to ship items directly to the customer

• all of the above