Customer Service Ch. 4

1)      Customer follow-up is

•        Always a good idea, no matter what the situation

•        Always a good idea for the customers who spend the most money on a regular basis

•       Never a good idea

•       Sometimes a good idea depending on the situation

   If an appliance or computer is being shipped, you might call the customer to be certain

 

• 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 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.

• in the morning while they are getting ready for work

• their home in the afternoon while they are at work & leave a voicemail if necessary

•    their house phone & speak with their spouse

    Which of the following items would NOT be an appropriate finishing touch to your service?

• Call the customer to make sure he is satisfied with his purchase

•    Send a handwritten note thanking the customer for his business

• Send a postcard thanking a customer for letting you help him select a gift for his wife

• Give the customer your business card and encourage him to return to the store

• Remember the customer’s name and use it when he comes in again

   Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You want to know why a customer did not make it in for a special sale

• You finally located an item the customer asked for a while back

• You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

      Keeping records about customer preferences:

• Will make customers suspicious of your ability to remember details

• Requires an expensive computer system

• Can help you provide more personalized service to returning customers

In your client record system, you should record:

• Customer purchases

• Customer interests

• Follow-up activities

• All of the above

      Which of the following statements best describes why a client record system is called a “living” record?

•    It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

• You will spend more time maintaining your records than you do actually serving customers

     You should contact your customer for feedback when:

• Their items are being delivered

• They purchase expensive items

• They give you permission to call

• All of the above

     Customers are most likely to complete feedback surveys if:

• The forms are placed near the cash register

• They are happy with your service

• You ask them to complete it

• None of the above