Bell Ringer Quiz 4

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

• Ask the customer to come back another time

• Tell the customer that he is being unreasonable

• Get help from a more senior employee

• Get creative and just solve the problem

Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future.

As a sales associate, your goal is to:

• Keep the returns to a minimum

• Keep the customer coming back

• Decide who's right or wrong

• Increase sales for your store

Once you have sent the product out for repair or ordered a replacement, your work is finished.

Showing the customer that you and your store stand behind the products and services you sell:

• Limits the profit on some items

• Shows a professionalism that builds customer loyalty

• Encourages customers to return items more frequently

• Shows the customer that you are a talented sales asscoaite

When customers come to you with complaints, you need to:

• Listen carefully

• Be patient

• Get information

• All of the above

A person approaches you and tells you of many complaints he has about your department. You should first:

• assume that his is just blowing off steam and ignore his complaints

• check into the legitimacy of the complaints

• ask for advice from your supervisor on the best way to handle the person

• regard the complaints as accurate and take immediate steps to correct them

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• 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

• If they need to buy any additional products

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.

When leaving phone messages for customers, you should let them know if it is important for them to call you back.