Customer Service Unit 4

Which of the following is a customer body language cue?

• A customer asking "Where is the laundry detergent?"

• A customer rolling his eyes while looking around.

• A customer asking her friend where her keys are.

• A customer saying, "I wish you still carried the large bottles of Tide."

When is it an OK time to temporarily leave one customer in order to go help a second customer?

• When the first customer is being difficult.

• When the first customer is looking at alternative products.

• When the first customer doesn't appear to really be likely to buy anything.

• When the first customer seems likely to make a purchase.

What's the specific term for the action a retailer makes to address a service failure?

• Customer Service

• Service Recovery

• Quality Service

• Service process

Which of the following is NOT a step you should take as part of the service recovery process?

• Apologize and thank the customer for bringing the issue to your attention

• Listen carefully to the customer's explanation

• Tell the customer that they need to do something, such as provide more information

• Propose solution options

The collective group of customers served by a particular retailer are referred to as that retailer's:

• Employees

• Competitors

• Management

• Clientele

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees?

• Reading

• Writing

• Sales skills

• Math

Which of the following describes a communicator who is straight to the point?

• Analytical

• Intuitive

• Functional

• Personal

Which of the following describes a communicator who wants to process, detail, timelines, and well-thought-out plans?

• Analytical

• Functional

• Intuitive

• Personal

Which of the following describes a communicator who wants to hear about big-picture ideas?

• Analytical

• Intuitive

• Functional

• Personal

Which of the following describes a communicator who values relationships and connecting with people?

• Analytical

• Intuitive

• Functional

• Personal