CHAPTER 4 REVIEW

Customer follow-up is

• Always a good idea, no matter what the situation

• Always a good idea for the customers who spend the most money on a regular basis

• Never a good idea

• Sometimes a good idea depending on the situation

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and:

• That the delivery people were courteous and careful

• If the customer really liked the deal you gave him

• If the customer has any friends that might like the item

If you are making a follow-up call, it’s a good idea to call

• during the dinner hour to make sure you contact the customer on the first try.

• in the morning while they are getting ready for work

• their home in the afternoon while they are at work & leave a voicemail if necessary

• their house phone & speak with their spouse

Which of the following items would NOT be an appropriate finishing touch to your service?

• Call the customer to make sure he is satisfied with his purchase

• Send a handwritten note thanking the customer for his business

• Send a postcard thanking a customer for letting you help him select a gift for his wife

• Give the customer your business card and encourage him to return to the store

• Remember the customer’s name and use it when he comes in again

Which of the following are appropriate reasons for following up with a customer?

• You are curious whether a gift your customer purchased was well received

• You want to know why a customer did not make it in for a special sale

• You finally located an item the customer asked for a while back

• You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

Keeping records about customer preferences:

• Will make customers suspicious of your ability to remember details

• Requires an expensive computer system

• Can help you provide more personalized service to returning customers

In your client record system, you should record:

• Client's personal information

• Client's favorite color

• Client's pet's name

• Client's favorite food

Which of the following statements best describes why a client record system is called a “living” record?

• It should be accessible to anyone who wants to read it

• You should constantly refer to it and update it with new information

• You will spend more time maintaining your records than you do actually serving customers

Information a customer gives you

• Becomes public knowledge & you may share it with other sales associates

• Becomes public knowledge but you can only share it if the customer allows

• Is not public knowledge

• Is not public knowledge but you can share if the customer allows you to share it

Your business card or the sales receipt is a good place to make notes for a customer regarding:

• Your work schedule so the customer can contact you in the future

• The date a special order is due

• An upcoming sale

• All of the above