Customer Service Chapter 2

What should you do in the first few seconds after noticing the customer's arrival?

• Make sure your clothes are neat and you look professional

• Find your sales book and get it ready for your next sale

• Tidy up the product display before showing it to the customer

• Greet the customer and make him feel welcome

What should you do when a new customer comes into your department while you are helping another customer?

• Focus all your attention on your current customer

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

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

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

What does projecting a professional and friendly image include?

• Dressing in expensive, professional looking clothing

• Shaking the hand of each customer

• Behaving in an alert and courteous manner

• Standing behind your cash register and waiting for the customer to come to you

What is a good reason for creating an opening for discussion?

• Break down the customer's sales resistance

• Get to know what the customer wants

• Convince the customer how much you know about the product

What is the best way to talk to a new customer?

• Flatter her-tell her she has taste and looks great

• Interact as if you are old friends

• Match what you say and your tone of voice to her personality

• Convince her that you know what is best for her to buy

What does it indicate if a customer walks directly to an item?

• 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

What is the ultimate goal as a sales associate?

• Meet your quota each month

• Provide service to as many customers as you can

• Satisfy the customer

How can you best determine the customer's needs?

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

• Telling the customer everything you know about your products

• Asking the customer thoughtful questions

What are the best questions to ask to keep the lines of communication open?

• Are direct and to the point

• Are ones that can be quickly answered with a 'yes' or a 'no'

• Begin with who, what, where, when, how, or why

• Are ones that are able to direct the customer to a decision

• Are structured to save the customer's time

Which of the following are examples of open-ended questions?

• Can I help you?

• What features are important to you?

• Do you like blue or brown?

• Is this all for you today?