Customer Service Review #1

A customer returns a laptop computer and explains that one of the features is not working. The customer service associate is familiar with the features of the laptop. What should the associate do FIRST?

• Offer the customer a refund or store credit

• Test the customer's computer and determine whether there is a problem with the feature

• Give the customer a detailed explanation of how to use the feature

• Tell the customer that there have been problems with this computer model and that there may be a better one available.

A sales associate overhears two customers discussing buying a sofa. They are roommates who have $1,000 to spend. No prices are displayed, and they are afraid that they will be pressured to spend more. What could the sales associate do to make them want to stay and buy?

• Notice the sofa they are looking at and offer to tell them more about it, even if it is too expensive

• Smile genuinely and ask them what features they want and what their color preferences are

• Ask them where they live and try to figure out how much they can really afford to spend

• Make eye contact with at least one of them, but don't approach them until they show interest in something

A customer comes into a store to return an item that was purchased online. The customer states that the wrong item was received. The sales associate helping the customer has never dealt with this issue before. Which is the BEST action the associate can take to resolve the problem?

• Apologize for the mistake and give the customer a phone number to use in order to file a complaint and reorder the correct item

• Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item

• Suggest that the customer look for the correct item in the store, and request that the incorrect item be returned by mail because the store does not stock the item

• Thank the customer for bringing the issue to the store's attention, and then provide a refund for the item

A store adopts the following return policy: "Holiday Return Policy: All electronics regularly have a 14-day return policy; however, any electronics purchased be between November 22 and December 24 may be returned until January 12 or as regular policy allows, whichever is later. All electronics purchased on or after December 26 will be subject to our existing policy. All other terms and conditions of our return policy apply." A customer comes into the store on January 15th and wants to return a printer that was purchased during a store sale on December 15. Under the stated policy, should a sales associate accept the item for return?

• Yes, if the store is running out of the item and could use the inventory

• Yes, if the customer was away on business until after the return period

• No, because it is not within the stated time period for return

• No, because the printer was originally purchased during a store sale

A customer enters the electronics department and asks an associate about the features of a television. The associate is new and does not know enough to answer the customer's questions. How can the associate BEST provide assistance to this customer?

• suggest the customer call the toll-free number for the manufacturer and get the information

• Ask another associate for help answering the questions and actively listen to the responses

• Get the customer name and number and make a plan to call the customer with the information later

• Apologize to the customer and explain that he is new and has not yet been trained to answer a lot of questions

A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer is leaving in 3 days for a trip to Europe. He has found a suitcase on your company's website that he would like to purchase. You do not have the particular suitcase in stock at your store but can order it for the customer. Which of the following should you do?

• Tell the customer the item can be ordered and should arrive in time if he is willing to pay for overnight delivery

• Tell the customer to contact the manufacturer about his current suitcase to see if it is under warranty

• Try to sell the customer a more expensive suitcase that you do have in your store

• Provide a list of other luggage stores in the area for the customer to call

Bob is a regular customer who comes into a bank on Saturday to resolve a mortgage problem. Bob waits in a long line for the next available associate. Finally, he is next in line, and the associate, Janet, asks how she can help him. Bob responds, and Janet realizes that she does not know anything about mortgages. Which of the following should she do FIRST?

• Ask Bob if he needs help with any other banking issues

• Thank Bob for his patience and immediately ask the manager to help

• Suggest that Bob wait for another associate who might be familiar with mortgages

• Tell Bob to come back on Tuesday when the mortgage specialist is in

A sales associate at a nursery is working with a couple to choose plants for their home. The couple wants to pay by check. It is store policy to verify ID when accepting a check. The couple asks the associate to accept the check without ID. What should the associate say?

• "I'm sorry, but I can't process your purchase without ID"

• "I'll make an exception this time, but next time bring some ID"

• "I could get fired for taking a check without ID. Do you have another form of payment?"

• "We can hold your items while you get your ID, or you may pay by credit card."

An associate is reassigned from a small suburban work site to a bustling city work site. The new site has a different customer base and product line. How can the associate BEST prepare to make a smooth transition?

• Plan to use the same customer service techniques he has always found to be successful

• Talk with friends who are more experienced who currently work in the city

• Meet with the new store manager and ask for guidance

• Expect not to be able to serve some customers

A customer who purchased a pair of high heel shoes wants to return them for a full refund. She says the shoes hurt her feet and she will never wear them. You notice that the soles of the shoes are scuffed, indicating they have been worn. Your stores policy is that items that have been worn cannot be returned, no exceptions. How should you handle the situation?

• Give the customer a refund to avoid upsetting her

• Recommend the customer give the shoes to a friend

• Call the manager and ask her to handle the situation

• Apologize to the customer, but explain the store policy