Which of the following statements best describes why a client record system is called a “living” record?

You should constantly refer to it and update it with new information

It should be accessible to anyone who wants to read it

You will spend more time maintaining your records than you do actually serving customers

You should contact your customer for feedback when:

Their items are being delivered

They give you permission to call

Customers are most likely to complete feedback surveys if:

The forms are placed near the cash register

They are happy with your service

Turn your phone interaction into a loyal customer by:

Letting the customer know about sales events

Mentioning services he may not be aware of

Offering to ship items directly to the customer

The sales associate was with a customer when another customer walked in so he communicated

Smiling at the customer & giving eye contact

Saying welcome to the store, how may I help you?

Smiling & saying I’ll be right with you

The BEST follow-up by the sales associate after a washer & dryer are bought and will be delivered the next day is to

Call the day after the delivery

Call the day before the delivery

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

Call or email to check if the delivery was received on time and items were not damaged

Ask the customer next time they come in how the item is working

Put that they bought the appliance in your database

What question do you ask to get feedback to see if the computer software met expectations of the customer?

How has the software worked for what you were using it for?

Did you have installation problems?

What new features have you used?

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service

Just wants to look at the item and has no interest in buying

Is in a hurry and doesn’t want any attention from you

Is looking for the least expensive brand

Customer complaints should be welcomed because they provide an opportunity to:

Learn about problems so improvements can be made

Do something different for a change

Get customers back to the store so they’ll buy more

Learn who the potential “problem customers” are

Which option sounds best when dealing with a customer complaint?

“Know a solution if the customer does not suggest one”

“Know when to give in to the customer’s demands”

“Keep the customer from asking for a refund”

“Keep asking what the customer wants, even when the solution is obvious to you”

If a customer becomes abusive, you should probably:

Tell him he is being abusive and call security

When the customer presents you with a problem, you should ask her:

How she would like the situation solved

Who is at fault in the situation

If she shops at your store on a regular basis

If you find yourself having to resolve a very difficult issue, you may want to:

Get help from a more senior employee

Ask the customer to come back another time

Tell the customer that he is being unreasonable

When balancing service between phone customers and those you may already be helping in the store, you should:

Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone

Tell your in-store customer that you need to get the phone and she should look around for awhile

Move your in-store customer over to by the phone and help both customers at the same time

A sales associate hears another associate struggling to answer questions from customer.

Stop and introduce yourself and help the associate

Stop & switch with the other sales associate so you are both working on something

A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item.

Let them know you can’t accept the return but you can make an exchange.

Accept the return regardless of what the return policy states.

Tell the customer they should have returned in 3 weeks ago.

Don’t give them their cash but give them a store credit.

A customer comes in with broken shoe. The sales associate’s BEST response is

Was your foot too big for that size

A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer’s questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?

Accept the offer of help & listen to the answers to the customers questions.

Politely refuse the help and try to answer the customers questions anyway

Ignore the other associate, who probably only wants the commission on the sale

Let the other associate help the customer and look for another customer to help

Use the letter below to answer the questions that follows: Dear Staff, I am disappointed with your club's service. Your ads promised hotel discounts and " the usual high-quality auto travel benefits." When I paid my dues, I assumed that roadside assistance would be one of those "usual" benefits. I have checked with three other travel clubs, and they all provide hotel discounts AND roadside assistance. Here is my club card. Please cancel my membership in your club. I have joined one of the other three clubs. Sincerely, Jamie Doe A customer service representative at the travel club received this letter. The travel club is a nationwide membership organization that offers hotel discounts to travelers who join the club. The customer cancelled the membership because the customer

Wanted a club that provided more than discounts

Thought the dues paid were too high

Wished to use a different club card for auto repairs

Expected the club to provide a greater variety of discounts

A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago & that the lights on the truck do not work. Which of these should the associate say FIRST?

“With this kind of toy, it’s always best to check the batteries first. Let me check them for you.”

“Are you sure that you bought the truck at this store? Do you have your receipt, please?”

“We’ve never had any complaints about the truck before. What do you think your son did to it?”

“We’ve had a lot of complaints about the truck. You might want to contact the manufacturer.”

What should you do if a shopper topples a pyramid of canned goods into the aisle?

Check on the shopper, & then erect a barrier around the cans, until they can be cleaned up properly

Call for a custodian or maintenance person to clean it up

Pick up the cans & recreate the display yourself

What is the FIRST thing you should do if you find broken glass on the sales floor?

Call for a custodian or maintenance person to clean it up

Find a broom & clean it up yourself

Erect a barrier around the glass, or stand near the glass to direct traffic away from it until it can be cleared up

Why is it important for employees to follow the same store guidelines?

To ensure same quality experience

To ensure all employees are paid the same

To ensure the boss has total control

A hardware store has a sign displayed at its entrance stating “You break it, you buy it!” One day an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off of the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn’t seem to notice what happened. Which of these should be the associates FIRST response?

Direct customers & employees away from the area

Approach the child & ask open ended questions

Calmly clean the spill according to the directions on one of the bottles still on the shelf

Let the parent know about the damage & tactfully ask for the payment according to the policy

An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven’t been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate’s BEST court of action?

Consult store policy or the manager about using the copier

Wait until no one is around and copy the returns quickly

Ask a coworker what everyone else does, and then do the same

Copy the returns any time during the shift when there are no customers

Use the following checklist to answer this question. CHECKLIST TO PREPARE FOR STATE INSPECTION *The sink for washing hands must be clean and close by. *Employees must not have any open cuts or scores on hands. *Equipment must be disinfected. *Garbage must be kept in covered containers. *All cleaning products must be properly labeled. *The refrigerator and freezer must be at the right temperature. The owner of a deli tells an employee that a state health inspector will be visiting that day. The owner asks the employee to help prepare for the inspection. The owner writes out a list of the regulations that the health inspector will check (shown above). To help the deli pass inspection, the employee must make sure that

Food waste is put in a can with a lid

Every workspace is warm or cool enough

Employees keep their hair covered

The items in the display window are fresh

A store manager asks a new associate to straighten stock on the display shelves. During a lunch hour rush, only one register is open, and the line of customers is growing. Some customers put down their selections and leave the store without buying. The associate has been trained on the register but hasn’t handled it alone. The manager is at lunch and cannot be consulted. Which of these is the associate’s best course of action.

Stop straightening stock & help the cashier by bagging, finding items, & getting the selections ready to be rung up

Continue straightening the stock because this is the assignment the manager gave before leaving for lunch

Apologize to customers in line & tell them that the wait is usual & the manager will be back soon

Open another register, since the associate knows how to operative if even without having done it alone

A clothing shop has a sign clearly posted on the door, stating NO FOOD OR DRINK in the store. An associate is ringing up a customer & sees that another customer has a small child who is eating a dripping ice cream cone. The child is standing near a display of silk shirts. Which of these is the associate's BEST response?

Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream, & offer to hold his selections

Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store

Excuse herself from the first customer briefly & let the second customer know that he will have to pay for anything his child might damage

Call security or the store manager to deal with the situation but warn the customer & give him some time to leave before they arrive.

PHARMAID PERSONNEL POLICY All employees can use their 20% discount cards for purchases. Discount cards are non-transferable. Employees are not allowed to ring up their own purchases. Employees must pay for food purchases before consuming the food. *Under no Circumstances should employees leave the store with goods that have not been paid for. A cashier at the Pharmaid decides to buy a candy bar to eat during break. According to the personnel policy shown, how should the cashier pay for the candy?

Ask someone else to ring up the candy after the break begins

Ring up the candy himself before the break begins

Use another employee’s discount card to buy the candy

Pay for the candy after the break is over

Which of the following steps will help you keep commitments to customers?

Calling customers back in a timely manner

Promising customers you will find the items they request

Calling customers back only when you can find the requested item or information

Immediately stopping whatever you’re doing to take care of phone customer requests

To help build customer loyalty, you should: (CHOOSE TWO)

Say what you’ll do and be very clear on what you are promising; make notes so you will remember

Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

Not risk disappointing a customer by telling him when you cannot make an exception

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

An excuse for the product’s failure

Ch 4 Performing Your Best

Authored by Robin Duncan

Mathematics

10th Grade

CCSS covered

Used 14+ times

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52 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Customer follow-up is

Always a good idea, no matter what the situation

Always a good idea for the customers who spend the most money on a regular basis

Never a good idea

Sometimes a good idea depending on the situation

Tags

CCSS.RI.11-12.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

CCSS.RI.11-12.5

CCSS.RI.8.5

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If an appliance or computer is being shipped, you might call the customer to be certain it was

That the delivery people were courteous and careful

If the customer really liked the deal you gave him

If the customer has any friends that might like the item

Tags

CCSS.RI.8.1

CCSS.RL.8.1

CCSS.RL.9-10.1

CCSS.RL.11-12.1

CCSS.RI.8.8

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If you are making a follow-up call, it’s a good idea to call

during the dinner hour to make sure you contact the customer on the first try

in the morning while they are getting ready for work

their home in the afternoon while they are at work & leave a voicemail if necessary

their house phone & speak with their spouse

Tags

CCSS.RI.11-12.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

CCSS.RI.11-12.5

CCSS.RI.8.3

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following items would NOT be an appropriate finishing touch to your service?

Call the customer to make sure he is satisfied with his purchase

Send a handwritten note thanking the customer for his business

Send a postcard thanking a customer for letting you help him select a gift for his wife

Give the customer your business card and encourage him to return to the store

Remember the customer’s name and use it when he comes in again

Tags

CCSS.RI.11-12.3

CCSS.RI.9-10.3

CCSS.RI.9-10.5

CCSS.RI.8.3

CCSS.RI.8.5

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following are appropriate reasons for following up with a customer?

You are curious whether a gift your customer purchased was well received

You want to know why a customer did not make it in for a special sale

You finally located an item the customer asked for a while back

You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

Tags

CCSS.RI.2.1

CCSS.RI.3.1

CCSS.RL.2.1

CCSS.RL.3.1

CCSS.RI.1.1

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Keeping records about customer preferences:

Will make customers suspicious of your ability to remember details

Requires an expensive computer system

Can help you provide more personalized service to returning customers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In your client record system, you should record:

Customer purchases

Customer interests

Follow-up activities

All of the above

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