Customer Service Practice for Final | Quizlet

An error message appears when the cashier rings up a sale. Information on operating the register is available in the manual at the counter but the other sales associate is helping another customer. What should the cashier do first?

• Look for the error message in the register manual.

• Try pushing different buttons until the message goes away.

• Politely interrupt the manager and ask what to do.

• Call the register's technical support number.

You are ringing up a customer's order when the customer notices the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there is a sale sign, and you find out there is an old, expired sale sign in front of the product. Which of the following is the MOST appropriate course of action?

• Remove the sale sign, apologize to the customer, and give the sale price to the customer.

• Call your manager to remove the sale sign and handle the situation with the customer.

• Explain to the customer that it is an expired sale sign and she needs to pay the higher price.

• Ask a co-worker to finish ringing up the customer while you check to make sure that all the signs in the store are current.

Which is the MOST important reason for a sales associate to discuss the warranty of a product while closing a sale?

• To explain any manufacturer recalls.

• To demonstrate that the store stands behind its products.

• To ensure fewer customer complaints when a product is defective.

• To reassure the customer about the product's performance, durability, and quality.

A customer is gathering information before making the final selection on a new car. You have suggested the car that seems to be the best choice. After taking a test drive, the customer decides to continue to look at other options. What is the BEST response to your customer?

• Well, if you want to come back and look some more, here is my card. Feel free to give me a call.

• I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.

• I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions.

• I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.

Which of the following BEST defines a guarantee?

• Coverage of the defects described in the information provided by the manufacturer.

• Agreement that the manufacturer will be responsible for any defects in a product and will replace or repair a product that is defective.

• Certificate ensuring that a product has been properly inspected by the manufacturer.

• Service contract that covers products beyond the timeframe or conditions stated by the manufacturer.

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.

A sales associate approaches a customer who is looking at high end power tools and referring to content on a smart phone. How can the associate BEST engage the customer using this technology?

• After building rapport with the customer, show where customer reviews for the tools are located on the store's website.

• Apologetically inform the customer that the store does not match the competitor prices that he may be seeing on line.

• Show the customer where to access the monthly schedule of power tool demos and explain how to reserve a seat.

• Assess the customer's knowledge of online coupons and offer the dates when coupons for tools are usually published.

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 woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As a sales associate you know that the dress will go on sale in two days. How do you close the sale?

• Explain that special events need special dresses and she cannot go wrong with her selection.

• Tell her about the sale and encourage her to return next week to buy the dress.

• Ask your manager if you can override the price.

• Suggest a different dress that is currently on sale.

A customer returns an item with a mark on it. What is the best way to handle the situation?

• Acknowledge the mark, take the item back to the store, and exchange it for a new one.

• Those designed to ensure customer satisfaction