Customer Service Questions 41-60

A customer calls to find out whether the product he ordered has arrived at the store. Which of the following is the BEST way for the sales associate to respond to the customer's request?

• Thank the customer for the call and tell him a convenient time to call back.
• Ask the customer if he would prefer to hold or have you call back with the information
• Ask the customer if you can place him on hold in order to check and verify the request.
• Take the customer's name and number and tell him you will call back when you are able to reach a manager.

A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the products as if actually using them. Which is the BEST way for the associate to create a memorable experience for the customer?

• Give the customer an informational brochure.
• Explain the products features and benefits to the customer.
• Invite the customer to participate in the demonstration.
• Provide the customer with the product video.

Which of the following is an example of an open-ended question?

• "Are you looking for something in particular?"
• "What do you typically wear to work?"
• "Are you shopping for yourself today?"
• "Have you been in our store before?"

As you finalize a sales transaction, how should you introduce the store's new loyalty program to the customer?

• Tell the customer how many people are currently enrolled.
• Ask the customer if she is a loyal shopper.
• Discuss all the programs details with the customer so she will sign up
• Explain the key features and benefits of the program.

A customer is shopping for a new computer software package and states that the last version did not meet expectations regarding functionality. What should the sales associate do to help the customer select the right software?

• Explain the steps involved in proper software installation.
• Show the customer top-selling software packages.
• Provide a hands-on demonstration of different software packages.
• Provide the customer with computer upgrades information.

Which is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?

• Encourage the feedback and think of the comments as free market research.
• Remove the complaints from social media sites so that other customers will not see them.
• Contact the customers with complaints and offer discounts on their next purchases.
• Ignore negative comments because unhappy customers often just like to complain.

A customer is interested in purchasing a piece of furniture from the clearance section of a store. Store policy states that all sales on clearance items are final. The customer really wants the item but thinks it may be too big. What is the BEST response that the sales associate can give this customer?

• Show the customer a similar item that is not on clearance, which is allowed to be returned if it does not fit in the apartment.
• Inform the customer of the store's policy, provide measurements so the customer can determine if the item will fit, and offer to process the sale over the phone if the customer determines the furniture will fit.
• Offer to give the customer free delivery of the item to encourage closing of the sale.
• Ask the manager to make an exception to the policy since the customer plans to return the item immediately if it does not fit.

A customer in a wheelchair tries to enter the store using the handicap access door, which is located at the rear of the store. The door is locked. The customer rings the bell and no one answers. A second customer observes the customer in the wheelchair outside and tells the cashier. What should the cashier do?

• Ask the second customer to make purchases for the customer in the wheelchair.
• Ask the customer in the wheelchair to return to the store the next day when the door is unlocked.
• Immediately call management to open the door for the customer in the wheelchair.
• Ask the second customer to tell the customer in the wheelchair to use a cell phone to place an order.

In order to understand a customer's reasons for buying and to find out which product is appropriate for her, which of the following is the BEST way to gather information from the customer?

• Ask questions but disregard the answers if the customer is not clear about what she wants.
• Ask questions that make the customer share her needs, and help her make choices and take action.
• Ask technical questions that may be challenging for the customer to answer but may get you the information you need quickly.
• Give a demonstration, and then ask questions about what the customer has seen, heard, and thinks.

What is the FIRST thing a sales associate should do when asked by a customer to make an exception to store policy?

• Find a co-worker who will process the exception.
• Explain that company policies cannot be altered.
• Ask an immediate supervisor to approve the exception.
• Try to find out if any competitors offer the same exception.