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WorksheetsCustomer Service Set M3
Total questions: 10
Worksheet time: 5mins
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX
Have you worn this brand before? What size was most comfortable for you?
How big are you?
You wear a bigger size on the bottom than on the top.
If your store does not offer the particular product of service the customer is looking for, your first option should always be to:
Convince the customer he doesn’t need it anyway
Suggest alternatives that your store does carry
Immediately refer him to a competitor
Inform him of the drawbacks of the product he is seeking
Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?
We don’t carry that specific brand, but may I suggest …
Is that the only brand you were interested in?
Is there anything else you were looking for?
We don’t recommend that item. May I show you a better product?
All of the above
Creating customer loyalty is rewarding for:
The store
The sales associate
The customer
All of the above
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
Free coffee and doughnuts and a clean restroom
Sales associates who look snazzy and take turns helping customers
Good inventory and easy checkout
To assist your customers in a personal way, you should become familiar with:
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
Resources in and near your store
Dining and day care near the store
In preparing a resource list for your customers, you should consider including:
Local companies that have complementary services to the products you sell
Phone numbers that customers have requested in the past, such as a taxi service
Information about companies you recommend, such as repair shops
All of the above
When customers request any of the service “extras” your store offers:
Tell them they’ll have to contact Customer Service for further information
Make a note in your client record system so you can provide more personalized service when those customers return in the future
Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time
Tell them that you will call someone else to take care of them since you are busy
What is one of the BEST ways to prevent shoplifting?
Lock up expensive merchandise
Acknowledge and greet all customers in a friendly manner as they enter the store
Put security cameras in plain view of the customer
Use mirrors that make aisles visible to the cashier
Small kindnesses to your customers may include:
Letting the customer make a local call to verify appropriateness or preference
Consolidating many small packages into one large shopping bag
Bringing merchandise to an older or disabled customer while he sits down
Telling a customer about a lounge where she may tend to her baby’s needs
All of the above
