Customer Service Practice for Final2

A customer has decided to use popular software to do his taxes. He comes to a retail store on Saturday morning to buy the program so he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the product in stock but sees that a new supply is expected soon. What should the associate do to help the customer now?

• Check for another software program within the same price range.

• Call a competitor and see if they have it in stock to meet the customer's immediate needs.

• Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for them.

• Ask the customer what features he likes about the software, and see if the store has another program stock that would fit his needs.

A sales associate is restocking displays in the front of the store when a customer approaches and asks if an associate will open a register. The customer has been waiting in line for 10 minutes and is very upset. How should the associate address the customer's complaint?

• Apologize for the wait, assure the customer that it should not be much longer, and continue restocking displays.

• Acknowledge the customer's feelings and advise the customer to address the complaint to a member of the management.

• Acknowledge the customer, explain that a manager will be in contact, and continue restocking until a manager arrives.

• Show a genuine concern for the customer's feelings and the complaint, open a register, and take the next customer in line.

A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?

• Match features of the desired product with an alternative selection.

• Offer the customer a discount on another brand.

• Refer the customer to another store.

• Steer the customer to items that are currently on sale.

What should a sales associate do IMMEDIATELY before putting products out of display?

• Practice demonstrating features and benefits with a co-worker.

• Ensure that signage has been created and will attract customers.

• Read the product label to learn features and benefits.

• Test the product and make sure it is damage-free and working properly.

Which is the MOST important reason for a sales associate to discuss the warranty of a product while closing a sale?

• To explain any manufacturer recalls.

• To demonstrate that the store stands behind its products.

• To ensure fewer customer complaints when a product is defective.

• To reassure the customer about the product's performance, durability, and quality.

A woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As a sales associate you know that the dress will go on sale in two days. How do you close the sale?

• Explain that special events need special dresses and she cannot go wrong with her selection.

• Tell her about the sale and encourage her to return next week to buy the dress.

• Ask your manager if you can override the price.

• Suggest a different dress that is currently on sale.

A sales associate is helping a customer with a new sweater that just arrived. The customer asks about the proper care instructions. What should the sales associate do?

• Call the manager over to answer the question.

• Check the care label in the sweater and advise the customer.

• Ask another sales associate if he or she knows the care instructions.

• Assume it is the same as the other sweaters and give those instructions.

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

• Present the customer with a product video.

• Give the customer an informational procedure.

• Explain the product features and benefits to the customer.

• Invite the customer to participate in the demonstration.

When is the BEST time to inform customers about extended services plans available for items they are purchasing?

• As part of the greeting when the customer enters the department.

• As soon as it is determined that the plans are within the customer's budget.

• At the end of the sale, after presenting the associated accessories.

• Early in the sales process as a benefit to the product being purchased.

Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

• It allows the sales associate to rely on the manager or other associates less when answering customer's questions.

• It allows the sales associate to spend more time with the customers and less time in product classes.

• It improves the sales associate's confidence and level of customer service by having increased product knowledge.

• It will make the sales associate more likely to receive a promotion from his manager.