Customer Service Study Guide

A good reason for creating an opening for discussion is to:

• Break down the customer's sales resistance

• Convince the customer how much you know about

  the product

• Get to know what the customer wants

Which of the following are appropriate reasons for

following up with a customer?

• You are curious whether a gift your customer pur-

  chased was well received

• You finally located an item the customer asked for a

  while back

• You want to know why a customer did not make it in

  for a special sale

• You haven't seen the customer in a long time and are

  wondering if she is shopping somewhere else now

Customer follow-up is always a good idea, no matter

what the situation

• True

• False

How would you handle a situation where a customer

wants a brand that you don't carry?

• Convince him that your brands are better

• Get permission from him to show the items you do

  have that meet his needs

• Tell him that he won't find anything better than what

  you have

• Smile and listen politely, but don't tell him you don't

  have his brand; show him your items anyway

• Tell him you don't carry that brand then excuse

  yourself to serve someone else

When the customer presents you with a problem, you

should ask her:

• How she would like the situation solved

• If she stops at your store on a regular basis

• Who is at fault in the situation

Showing respect for a customer's business card

means you should:

• Put it in your purse or wallet for safe keeping

• Make some comment to indicate you have read it

• Never write on it

If you don't have a warranty manual available or are

unsure about a warranty answer, a resource to consider is co-workers or your supervisor.

• true

• false

You should keep your client records up-to-date and

notify customers of merchandise you know is of interest to them.

• true

• false

When acting as a personal shopper, you should:

• Choose a wide selection of items from which the

  customer can choose

• Ignore the customer's bad taste and choose the

  items that you think she should wear

• Select only items that fit her interest

To keep the lines of communication open, the best

question to ask:

• Are the ones that are able to direct the customer to

  a decision

• Are the ones that can be quickly answered with a

  "yes" or a "no"

• Are structured to save the customer's time

• Begin with who, what, where, when, how, or why