Customer Service Review #2

Which of the following examples BEST represents cross-selling?

• Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes

• Discussing the benefits of different brands when a customer is purchasing a computer

• Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas

• Showing a customer a matching scarf and gloves when the customer purchases a winter coat

A customer enters a store to return a digital camera and starts off by exclaiming "It sure wasn't as user-friendly as I was told it would be!" Which action taken by the sales associate is MOST likely to save the sale and ensure that the customer is satisfied?

• Explain the importance of satisfying the customer, and then review the company's policy on returns

• Request the product receipt, and then talk to a supervisor about the right solution for the customer

• Give the customer a refund for the camera, and then offer to show the customer more user-friendly digital cameras

• Ask questions to better understand the customer's problem, and then suggest a product that meets the customer's needs

A customer who has been looking at bracelets in the jewelry section for several minutes explains to the sales associate that he would like to purchase one for his mother's birthday. Before putting bracelets out of their cases to show the customer, which would be the MOST appropriate way for the sales associate to identify the customer's budget range?

• Ask the customer which type of bracelet his mother wears and the gemstones he would like included

• Direct the customer to the most expensive bracelets and look for positive or negative reactions

• Explain that jewelry can vary greatly in cost and ask the customer how much he is willing to spend

• Look for clues about spending based on the cost of the clothes and accessories the customer is wearing

How can a sales associate BEST use the data in a customer relationship management (CRM) system to improve customer satisfaction?

• Ask customers to sign in to the system and identify brand preferences

• Email customers to alert them of sales on their favorite brands

• Send thank-you notes to customers who spent more than a certain dollar amount

• Offer free gifts or promotional items to customers who purchased a new brand or label

During solicitation of feedback from in-store customers, which question by a sales associate would yield the MOST useful information for improving customer satisfaction?

• What other retailers have you visited recently?

• Do you like the setup of our new product display?

• Have you purchased anything from our store's website?

• How easy was it to find what you were looking for today?

A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the product as if actually using them. Which is the BEST way for the associate to create a memorable experience for the customer?

• Provide the customer with the product video

• Give the customer an informational brochure

• Explain the products' features and benefits to the customer

• Invite the customer to participate in the demonstration

Which is the MOST important reason why handling objections correctly is beneficial for sales associates?

• It shows them whether a customer is serious about purchasing

• It provides them an opportunity to show their expertise

• It allows them to better refine or address product recommendations

• It gives them confidence to make add-on and accessory sales

Which is the BEST technique for identifying a customer's needs?

• Ask questions to determine what the customer knows about the products

• Allow the customer to look at the merchandise then help him or her make a choice

• Start a conversation and listen to the customer

• Show the customer a variety of items to choose from

During the annual after-Thanksgiving sale, an employee notices that a customer in a wheelchair cannot get through the aisle. The customer is clearly upset. The aisles are crowded and full of tables and racks. What should the employee do FIRST?

• Move the merchandise

• Offer help to the customer

• Recommend shopping online

• Alert the manager to the problem

A customer brings in a shoe with a broken strap. Which of the following questions would be acceptable in helping to determine how to assist the customer?

• "What can I do to make this right?"

• "Were the shoes satisfactory before this happened?"

• "Who sold the shoes to you? Do you have your receipt?"

• "We never have problems with these shoes. What were you doing when the strap broke?"