Customer Service Chapter 3 Test Review

   Which display showcases the idea of suggestive selling?

• A display with hunting gear and ballet slippers.

• A display with a mannequin with a dress, necklace, & shoes on.

• A display with different color watches.

A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do?

• Ask the manufacturer

• Look at the label

• Ask a customer

• Ask an employee

Private label items:

• Are often made by famous manufacturers

• May have the same features as a nationally-recognized brand

• Are often less expensive than national brands

• All of the above

Which of the following phrases might be appropriate when discussing clothing size with your customer?

• You look to be about a size XX.

• Have you worn this brand before? What size was most comfortable for you?

• How big are you?

• You wear a bigger size on the bottom than on the top.

How would you handle a situation where a customer wants a brand that you don’t carry?

• Convince him that your brands are better

• Get permission from him to show the items you do have that meet his needs

• Tell him that he won’t find anything better than what you have

• Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway

• Tell him you don’t carry that brand then excuse yourself to serve someone else

If your store does not offer the particular product or service the customer is looking for, your first option should always be to:

• Convince the customer he doesn’t need it anyway

• Suggest alternatives that your store does carry

• Immediately refer him to a competitor

• Inform him of the drawbacks of the product he is seeking

Which of the following are acceptable ways to ask a customer’s permission

to provide alternatives?

• We don’t carry that specific brand, but may I suggest …

• Is that the only brand you were interested in?

• Is there anything else you were looking for?

• We don’t recommend that item. May I show you a better product?

• All of the above

      The warranty is an excellent tool for you to use to:

• Prove that your company has the best price

• Explain your company’s return policy

• Reassure the customer about a product’s quality

•   All of the above

If your company does not have a manual that describes all the major product warranties, you should:

• Avoid talking about warranties with your customers

• Create your own by making copies of the various product warranties and related information

• Decide on a general, neutral comment you can make if customers ask you about a warranty

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

• Check with your immediate supervisor or manager

• Make the exception, but only if the customer promises to make additional purchases

• Tell him you do not make exceptions