Customer Service Practice for Final4

What is the BEST way for a sales associate to inform customers of the store's frequent shopper program?

• Tell customers about it during the sales transaction.

• Explain the program upon customer inquiry.

• Call potential customers to inform them of the program.

• Call potential customers to inform them of the program and to offer to get them started earning

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 in stock that would fit his needs.

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

• What other retailers have you visited lately?

• Do you like the setups of our new product displays?

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

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

Three customers enter the store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to assure they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?

• Kindly ask them to leave the store

• Greet them and offer to help find what they are looking for.

• Immediately call the police and keep an eye on them while they are in the store.

• Contact a supervisor or loss prevention while avoiding direct contact with the customers.

Which type of policies within a company may be given room for interpretation?

• Those that protect the licensing of the products sold.

• Those designed to ensure customer satisfaction.

• Those related to the safety of customers and employees.

• Those associated with governmental laws and liability concerns.

After eating a delicious meal at a restaurant, the customer completes a survey card that is on the table. The customer writes about how great the food and service was during the customer's dining experience. Which of the following describes the benefit of this customer contact approach?

• Makes customer feedback easy.

• Makes more customers have no verbal contact

• Makes sure the business knows how to contact clients.

• Make sure customers know how to contact the business

A customer calls your luggage store in a panic and tells you that the zipper on his suitcase is no longer working. The customer leaves for a trip to Europe in two days. He has found a suitcase on your company's website that he would like to purchase. You do not have the suitcase in stock at your store but you 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 have in the store.

• Provide a list of other luggage stores in the area that the customer can call.

A sales associate completes an online training class for a store's new MP3 players, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?

• Review the online class again.

• Ask a friend who has a similar MP3 player.

• Check the internet when the sales associate goes home.

• Plug the display unit in and time how long it takes to charge.

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.