4.2 & 4.3 Customer Service & Sales Assessment

Which of the following approaches would be the MOST effective greeting for a sales associate to use when greeting a family entering a department store?

• Acknowledge the main customer, but wave and smile to all family members.

• Comment on a likeable aspect of one of the customer's clothing.

• Ensure the entire shopping party is included in the greeting.

• Ask the customers "How may I help you?"

A customer wants to buy a digital camera but is concerned that it may be too complicated to upload pictures to her computer. What should the sales associate do?

• Demonstrate and explain the steps to upload pictures.

• Review the manufacturer's warranty to reinforce quality.

• Inform her of the store's return policy in case she is not satisfied with her purchase.

• Mention that an easy-to-read instruction manual is included with the camera.

An associate is reassigned from a small suburban work site to a bustling city work site. The new site has a different customer base and product line. How can the associate BEST prepare to make a smooth transition?

• Plan to use the same customer service techniques he has always found to be successful.

• Talk with friends who are more experienced who currently work in the city.

• Meet with the new store manager and ask for guidance.

• Accept that it will take time to adjust.

An associate sees a customer put a shirt in a shopping bag without paying for it. What should the associate do?

• Confront the customer.

• Follow the customer in the store.

• Ask another associate for help.

• Notify management or security.

What is the BEST strategy for dealing with negative customer feedback posted on customer surveys or social media?

• Encourage the feedback and think of the comments as free market research.

• Ignore negative comments because unhappy customers often just like to complain.

• Remove the complaints from social media sites so that other customers will not see them.

• Contact the customers with complaints and offer discounts on their next purchases.