Customer Service and Sales Chapter 4 Review

A customer follow up is...

• always a good idea no matter what

• sometimes a good idea depending on the situation

• never a good idea

Susan bought a new computer from a local business and paid for it to be shipped and installed in her house. As the associate who sold her the $1,800 computer, what should you do?

• Call her to make sure that the delivery people were kind and careful

• Text her to ask if she really liked the deal you provided.

• Leave her a voicemail asking if she has any friends that may also want the same kind of computer.

When is it a good time to make a follow up call?

• During the time most people have dinner to make sure they pick up on the first try.

• In the morning when they are getting ready for work.

• In the afternoon while they are at work, and leave a voicemail if necessary

• In the middle of the night so that they are surprised and give you honest answers

When providing a finishing touch to your customer service, you should NOT...

• call the customer to make sure they are satisfied with their purchase

• send a handwritten note thanking the customer for their business

• send a postcard thanking them for allowing you to help select a gift for their spouse

• give the customer your business card and encourage them to come back

When you keep records about customer preferences, it helps you...

• know where to find customers when they seem interesting to you.

• buy better computer hardware to help provide quality customer service.

• provide more personalized service for returning customers.

Why should you keep a living record for customers?

• So everyone can have access to it and read it on demand.

• So associates can constantly refer to it and update it with new information

• So customers can continue to come back because without it they never return to the store.

When you ask a customer to complete a feedback survey, they are most likely to...

• complete the survey when they have the time.

• forget that you asked them to complete the survey and never think about it again.

• roll their eyes at you and not complete the survey.

• take their phone out and complete the survey at the register.

If you are currently with a customer and another customer walks up to you, how should you communicate with them non verbally?

• Scream: "WELCOME IN, HOW CAN I HELP YOU TODAY?!"

• Smile at the customer while giving eye contact.

• Smile and say, "I'll be right with you"

• Stop what you are doing look up at the customer and nod your head indicating you are saying, "sup, bruh."

What is a good question to ask to get feed back from a customer when you sold them a computer software?

• "Did they deliver on time?"

• "Did you have any problems with installation?"

• "What new features have you used so far?"

• "How has the software worked for what you were using it for?"

What does it mean when a customer walks directly to an item?

• They know what they want and would appreciate quick and efficient service.

• They just want to look around.

• They are in a rush and want nothing to do with a store associate.

• They are looking for the cheapest brand to buy.