Customer Service- Review #2

What question should sales associates ask themselves when studying competitors' products and services?

• "What can I tell customers about competitors that will make my company sound better?"

• "What is misleading about the competitors' prices or services?"

• "Why would I buy my own company's product or service over a competitor's?

• "How can I convince customers that competitors do not offer good customer service?"

An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. Which of the following should the stylist do?

• Speak to the shampoo person before he uses the conditioner on the customer.

• Move quickly to the shampoo area and offer to finish with the customer.

• Ask the customer if the shampoo person was told about the allergy.

• Tell the shampoo person not to use the conditioner on that customer's hair again.

Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid 3 weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should:

• Suggest that the customer pay more attention to the sale dates in the future.

• Suggest that the customer return the coat, then buy it again at the discounted price.

• Tell the customer there is nothing the associate can do to help her and move on to the next customer.

• Ask the customer to wait while the sales associate asks the manager for approval.

Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?

• To learn how to push slow-moving products and not lose a sale.

• To impress customers by demonstrating knowledge and expertise.

• To warn customers about products that are difficult to assemble.

• To make it easier to demonstrate and sell products.

A sales associate completes an online training class for a store's new MP3 players, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?

• Review the online class again.

• Check the internet when the sales associate goes home.

• Plug the display unit in and time how long it takes to charge.

• Ask a friend that has a similar MP3 player.

What is the sales associate's goal when asking a customer, "If you could describe the ideal software to solve your business problems, what would you like it to do for you?

• To prompt the customer to purchase software that same day.

• To understand the customer's overall need.

• To determine the customer's knowledge of available products.

• To determine if the product is available within the store.

What is the MOST important information a sales associate should look for when studying the store's competition?

• Product sale and sale-timing information that the competing store places on websites and in newspapers.

• Flow of the competing store, including product displays, and the location of cash registers and service desks.

• Selling techniques and product demonstrations employed by sales associates at the competing store.

• Product details and specifications offered by the competing store, such as brand, price, size, and warranty.

In the customer service curriculum, what does the acronym "CRAVED" refer to?

• How customers want you to help them to get what they need

• Hot products that theives tend to steal more often than other products

• Products that aren't valuable to thieves

• What customers crave from employees

Why should a store allow a customer to return or exchange a purchased item, as long as the transaction is within the store's defined policy?

• The customer may become angry otherwise, and it is important to keep the customer calm.

• It is less expensive to accept an exchange or return than to deny the customer that option.

• Accepting returns or exchanges lowers the possibility of losing a dissatisfied customer forever.

• The store will attract more customers because of its return/exchange policy.

An associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she should be next. The sales associate's BEST response is:

• Allow the 2 customers to determine who should be helped first.

• Assure the 2nd customer that he will help her as soon as possible and proceed to help the other customer.

• Direct the second customer to an associate in another department.

• Try to find another sales associate to help one of the customers.