Customer Service Practice for Final 5

A sales associate at a nursery is working with a couple to choose plants for their home. The couple want 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 could get fired for taking a check without ID. Do you have another form of payment?

• 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.

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

Why is it important for sales associates to study to products or services of the store's competitors, including their marketing materials (advertisements, fliers, television commercials, websites, etc.)?

• To be sure that their own products and services are priced competitively

• To be able to answer customers' questions about their own products compared to the competitors' products.

• To see if the competitors have newer or more up-to-date products

• To be able to refer customers to other stores

A customer is interested in purchasing a piece of furniture from the clearance section of a store. Store policy states that all sales of clearance items are final. The customer really wants the item but thinks it may be too big. What is the best response that the sales associate can give this customer?

• Tell the customer that if it doesn't fit, the manager might take it back if it is returned in 48 hours or less.

• Point out that the clearance item is really a great value at that price, and when it's gone, it's gone

• Inform the customer of the store's policy, give them the measurements of the item they want to buy and have them check to see if it will fit in their room. If the item fits, offer to have the sale processed over the phone and delivered from the store.

• Ask the customer if he knows someone else he could gift the item to if it turns out to be too big

What are the primary types of retail training for sales associates?

• Restocking procedures and how to schedule deliveries

• Product knowledge and company policies

• Safety plans and work schedules

• Special orders and placing orders online

A customer walks into the store and starts telling you everything he/she needs. What do you do?

• Ask the customer to tell you one thing at a time as you walk through the store together.

• Ask the customer to make a list and give it to you

• Remember as much as you can of the list and get the items as quickly as possible.

• Write down a list of the items and ask any necessary questions to clarify his/her needs.

A mother purchased a new softball bat for her daughter who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is returning the bat. What is the BEST course of action for the customer service representative?

• Apologize, but explain that you can't take the bat back because it has been used.

• Apologize, thank her for bringing the problem to your attention, and inform her that you will tell the manager what happened.

• Apologize and process the return of the item.

• Apologize, accept the bat, and offer to help the customer find the proper size bat for her daughter.

Why is a customer's complaint helpful to a retailer?

• It provides feedback that can help lead to improvements in products, services or policies.

• It helps the manager identify associates who are not doing their job properly.

• Customers are more loyal to stores after they have complained and felt that their voices were heard.

• It lets the supervisor see what items in the store are of poor quality.

An associate has just spent an hour working with a client who is shopping for a party she is having this weekend. The customer realizes one of the last items in her cart is damaged. The employee offers to try to order a replacement for the damaged item and have it shipped to the customer in time for the party. The employee takes the customer's information, and the customer leaves with her purchases. The associate is due to leave for the day, and his supervisor has strict rules about overtime. What should the employee do about the special order?

• Stay at work until the order is placed, even if you get in trouble for working overtime.

• Leave an explanation and the order form on the supervisor's desk.

• Call the customer the next time you are at work and apologize for not getting the order in on time.

• Give the order to another associate to process, and ask that he follow up with the customer to let her know the order was placed.

A customer returns to the store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take to BEST remedy the situation?

• Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of
  suitcases.

• Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.

• Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customer's fault or a product defect. Then follow company policy.

• Let the customer know that the malfunction appears to be a defect which the store is unequipped to fix. Provide the customer the manufacturer's contact information.

What question should sales associates ask themselves when studying competitor's products and services?

• "How can I convince customers that my competitors do not offer good customer service?"

• "What is misleading about the competitors' prices or services?"

• "Why would I buy my own company's product or service over a competitor's?"

• "What can I tell customers about competitors that will make my company sound better?"