Customer service questions 91-10

If the customer isn't shopping alone, you can include the rest of the part by:

• Telling any children to behave themselves while their parents makes this important decision.

• Suggesting that the customer might want to make this shopping decision when he is alone and can concetrate.

• Remind the customer of the kid's zone area.

• Giving other service to those in the part, such as offering a chair or a cup of refreshment.

Showing the customer that you and your store stand behind theproducts and services you sell:

• Encourgaes customers to return items more frequently

• Shows a professionalism that builds customer loyalty

• Limits the profit on some items

• Shows the customer that you are a talented sales associate

A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?

• Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment

• Ask your store manager how to respond to the customer

• Refer to your store's policy on meeting competitor's ads

• Immediately change the price in your store to meet the competitor's price

Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she just dabbed on her wrist and smelled?

• "That fragrance smells very nice on you"

• "I can see you like a fragrance with notes of gardenia in it"

• "I don't think that perfume will fit your personality"

• "You have great tastes as that is our number 1 seller"

Showing respect for a customer's business card means you should:

• Never write on it

• Put it in your purse or wallet for safe keeping

• Ask them if you can put it in the bowl used for drawing prizes

• Make some comment to indicate you have read it

If your store does not offer the particular product of service the customer is looking for, your first option should always be:

• Inform him of the drawbacks of the product he is seeking

• Immediately refer him to a competitor

• Convince the customer he doesn't need it anyway

• Suggest alternatives that your store does carry

Whch of the following minght be acceptable techniques for directing a customer to the Customer Service department?

• "Customer 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

What are the best kinds of questions to ask to a customer to encourage conversation?

• Open-ended

• Direct and to the point

• None. Let the customer ask you questions

• Yes, no

Which of the following is a product benefit for a new sweater?

• The fabric is soft and will last through many washes

• The sweater has a snag-free zipper

• The fabric is made of natural wool

• They come in neutral colors

Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and:

• Suggest that he buy "top of the line" products

• Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

• Stating that the products in your store are far better than those in other stores