Customer Service Part I

Active listening is

• 
  listening and using positive body language

• listening and responding to the other person in a way that improves understanding

  
  

• listening while maintaining eye contact with a speaker

  
  

• listening while staying active by running, jogging, etc.

A new customer comes into your department, but you are helping another customer. You should:

• Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him

  
  

• Let the new customer wait his turn until you have completed your current sale

  
  

• Focus all your attention on your current customer

  
  

• Help the customer who looks like he will spend the most money

Which of the following would be the best option when trying to find out what a customer wants to buy?

• Can I help you?

  
  

• Are you looking for anything special?

  
  

• Is that the brand you want?

  
  

• What color do you prefer in that brand?

Referring a customer to a competitor will likely result in:

• The customer seeking you out for future needs

  
  

• The customer never returning to your store

  
  

• A lost sales opportunity for you

  
  

• None of the above

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

• We’ll be having a sale on watches sometime next month.

  
  

• Will that be cash or credit card?

  
  

• Do you want to look at a few more styles?

  
  

• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must

• Call the custodian for assistance

  
  

• Do a temporary cleanup as best he/she can

  
  

• Secure the area and report the situation to management

  
  

• Nothing; maintenance will clean it up

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

• Increase your store's sales revenues

  
  

• Convince the customer how much you know about the product

  
  

• Get to know what the customer wants

  
  

• Break down the customer's sales resistance

Which of the following scenarios shows the proper use of a business card? The Salesperson says,

• I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests

  
  

• If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you.

  
  

• I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me.

  
  

• We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in.

You can best determine the customer’s needs by gathering information through careful observation and by

• Telling the customer everything you know about your products

  
  

• Deciding the type of products you think the customer should buy

  
  

• Studying all literature on the products you sell so you can answer questions

  
  

• Asking the customer thoughtful questions

Creating customer loyalty is rewarding for:

• The store

  
  

• The sales associate

  
  

• The customer

  
  

• All of the above