WorksheetsCustomer Service Set M4
Total questions: 10
Worksheet time: 5mins
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?
A promise to stand behind the product.
To show it isn’t the best quality so you need a warranty
A promise to replace the product no matter what happens.
To prove you will not need a warranty.
Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?
We do not offer installation services, but I will give you the number of a company that will come install the set for you
We offer installation on some items, but washers and dryers are not included.
Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.
I am sorry for the misunderstanding, but we do not install these items.
A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?
Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?
She’ll probably want to do more cooking when she sees these pans!
I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.
I’m sure she’ll like them just like you do
You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?
Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
Answer the phone and continue to help the customer at the store at the same time.
Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.
Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.
Product features are described as all of the following except:
Be physical (color, size, etc.)
Appeal to the senses
Relate to the quality of the merchandise and how the customer will enjoy it
Answer the question, “Why?”
When balancing service between phone customers and those you may already be helping in the store, you should:
Tell your in-store customer that you need to get the phone and she should look around for awhile
Move your in-store customer over to by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone
Since your customer is in the store, wait on the customer and ignore the phone until you have time
You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?
We have some great fabric and pattern choices. What colors do you prefer?
I see you are interested in our suits.
The blue suits are very popular. You take a size 40 regular, right?
I have some great suits on sale. May I show you a few?
Turn your phone interaction into a loyal customer by:
Letting the customer know about sales events
Mentioning services he may not be aware of
Offering to ship items directly to the customer
All of the above
Which of the following steps will help you keep commitments to customers?
Promising customers you will find the items they request
Calling customers back only when you can find the requested item or information
Immediately stopping whatever you’re doing to take care of phone customer requests
Calling customers back in a timely manner
To help build customer loyalty, you should:
Say what you’ll do and be very clear on what you are promising; make notes so you will remember
Not risk disappointing a customer by telling him when you cannot make an exception
Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices
A and C
