Customer Service

Jack a customer who needs a 9-passenger van to bring his son’s basketball team to a Dave & Busters for a group outing. He goes into the nearby vehicle rental office looking to rent a 9-passenger van, but another customer rented the last one available 2 hours earlier. Jack really needs that type of vehicle, and the closest rental office with this type of vehicle is 31 miles away. What is the sales associate’s best response?

• “I just rented the last 9-passenger van 2 hours ago. If you just would have gotten here earlier, I could have rented that on to you.”

• “I’m sorry but all the 9-passenger vans are all rented out. In the future, Next time go online to rent the van in advance. We only have a few of those types and they are really popular.”

• “I’m sorry but the 9-passenger van isn’t available anymore. Would you be interested in renting a 7-passenger van?”

• “We have a larger van available in case you’d like to consider other options. But if you really want the 9-passenger van, we also have an office 31 miles away. Would you like me to check if they have one available?”

A customer shopping for gloves is undecided about which brand to buy. She narrowed her options down to 2 popular brands, what should the associate say to help the customer decide?

• “If you’re undecided, you can get both, and I can give you a 20% discount.”

• “Both gloves have great reviews. Why don’t you try both and see how they feel on your hands?”

• “You can pick based on the color. Which color do you like best?”

• “They’re both great gloves, so both choices are good choices.”

A cake shop completed its first big party. The shop wants to promote additional business and create a loyal clientele. Which is the MOST effective way to do this?

• Create attractive cake displays and signs for customers who visit.

• Ask satisfied customers for feedback, referrals, and opportunities to serve their upcoming events.

• Take pictures of the event and make posters for the shop.

• Place an ad in the local newspaper, showing the shop’s address, telephone number, and site address.

Identify the benefits of good customer service to the business.

• Customers who did not enjoy their experience, will recommend the business to friends.
• Customers who enjoy their experience, will spend more money.
• The business will not expand.
• The business will get bad reviews.

A customer is a person who pays for goods & services.

• True

• False

You are the cashier at an O’Reilly’s Auto Store and a Susan comes in and says that her tire sensor has come on, but she doesn’t know what it means. You go out to look at the sensor light and realize that her rear right tire is low in air. Susan isn’t sure about what air pressure is safe to use. You are new at your job, so you don’t know the answer. What is your next best step?

• Ask another associate at the store that might know what’s the recommended PSI for the tire.

• Tell Susan the pressure she should use is the 24 PSI just to be safe since you know that’s not too much.

• Tell the Susan that you don’t know the answer to that question.

• Look up the answer online with Susan.