The Rolling Wills lavacCS

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

• Let the customer know that the malfunction appears to be defect which the store is equipped to fix. provide the customers manufacturers contact information

• Ask the customer what caused the wheels to stop working properly and determine if the malfunction was the customers fault or product detect, then follow company policy

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

• Ask the customer what you can do to make the situiation right, and then determine if the proposed solution is in line with the stores policy. if not, ask a manger for help

What type of question is best describe as a customers unplanned decision to buy an item prior to the transaction?

• Coincidental

• Instinct

• Impulse

• Guided

Four stores advertise a sale on shirts. which of the following sales is the BEST price per shirt?

• 4 shirts for $48

• 2 shirts for $28

• 3 shirts for $41

• 1 shirt for $14

Which is the MOST appropriate type of question to ask to determine a customers budget?

• Fact-finding

• Subjective

• Judgmental

• Aggressive

An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The responding associate explains that the store's policy on returns and exchanges only allows credits to be given in the store, and it does not allow the credits over the phone. The customer is not satisfied with the associate answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer's request?

• Offer the customer the option of an in store return or the opportunity to speak with a supervisor.

• Explain how the customer and store benefit from the store's policy.

• Inform the customer on dates when the items will be on sale again.

• Clearly repeat the policy so the customer understands there is no other option.