Bell RInger Quiz 3

When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.

Communication is important! When providing service to a person who is hearing impaired, you should:

• Ask the customer how he would like to communicate

• Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk

• Call over to your sales associates and tell them you have a disabled person to work with, would they please take care of the other customers

• Call the person in another department who knows some sign language to come help you

When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.

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

• Tell your in-service 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

• Excuse yourself courteously item your in-store customer saying that you'll be right back and answer the phone

• Since your customer is in the store, wait on the customer and ignore the phone until you have time

If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached.

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

• All of the above

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

• 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

• Calling customers back in a timely manner

To help build customer loyalty, you should:

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

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

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

• A and C

You should make sure that, in your absence, other sales associates do not have access to information about your special orders.

By becoming an expert at special orders, you may benefit by:

• Learning more about the products you sell

• Learning more about customer needs and interests

• Getting to know people in other departments

• All of the above