Meeting Customers Needs

Why is it important for a sales associate to know how a store's products compare to the products of competing stores?

• To explain why customers should avoid purchasing competitors' products

• To highlight the differences between the store's products and those of the competition

• To inform customers where they can find the best products at the best prices

• To plan for future purchases when the competitors' products will be on sale

A customer arrives to pick up a stereo from the repair department. The customer states that the repairs department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20 minutes, the customer is angry. What should the associate do?

• Apologize and offer to locate and deliver the stereo

• Refer the customer to a supervisor

• Tell the customer you are sorry, the call was a mistake

• Sell the customer a new stereo at a reduced price

What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?

• Coincidental

• Impulse

• Guided

• Instinct

A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9:00 a.m. and noon. At 1:00 p.m., the customer calls to report that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?

• Apologize and arrange to deliver the sofa at the next convenient time for the customer

• Tell the customer that she should have called earlier so the associate could deal with the problem

• Explain to the customer that deliveries often run behind schedule

• Tell the customer to call the delivery department to reschedule delivery

What are the BEST steps to take if a customer's expectations are not met?

• Answer each point of the customer's complaint while referring to store policy as needed

• Apologize for the issue and show the customer the store policy for returns and exchanges

• Get a supervisor or manager involved, apologize for the problem, and provide a refund to quickly resolve the issue

• Listen, acknowledge the problem, ask questions, and determine a solution the customer and the store can agree to

A wedding coordinator, unable to meet tight deadlines, has lost several potential clients. Which of the following can the coordinator do to help prevent this loss of business in efficiency?

• Persuade the next few clients to schedule their wedding dates slightly later.

• Advertise in more local publications to attract more clients.

• Gather information about competitors to identify ways to increase efficiency.

• Explain that the competitors have more dissatisfied customers.

Unhappy customers sometimes need to vent their feelings. What should a sales associate do in these situations?

• Listen actively.

• True

A customer is calling for the manager who is not immediately available. Which of the following responses will leave the MOST positive impression on the customer?

• "I don't know where the manager is. Can you call back in a couple of hours?"

• "I think the manager is still having coffee. I'll have him call you when he is available."

• "The manager is at the doctor's office. He said that he'd return all calls later in the day or tomorrow."

• "The manager is with another customer. May I help you, or should I have him call you when he is available?"

A customer is looking for the right food for his dog, who has quit eating his regular brand. The customer does not have a lot of time to shop. What should the sales associate do to make the BEST use of the limited time?

• Ask about the dog diet and suggest a series of dietary supplements.

• Select a popular store brand and offer to ring him up to save time.

• Let the customer know that your store has the largest variety of dog food brands in the city and suggest he spend time looking around.

• Ask questions about the dog's age, health, weight, and exercise regimen, and suggest the customer try an appropriate brand.

A customer walks into a gift shop 15 minutes before it is scheduled to close. The sales associate needs to leave right after closing for an appointment. As the sales associate, what is the BEST way to address the customer?

• Inform the customer of the items on sale and ask whether you can help him or her find anything.

• Greet the customer and ask how you may help him or her.

• Smile and politely let the customer know the shop will be closing in 15 minutes.

• Make eye contact and observe the customer to determine his interest.