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WorksheetsCustomer Service Set M5
Total questions: 10
Worksheet time: 5mins
A customer comes into your store and you greet them. Now that you’ve made a connection, what is your next challenge?
Ask how much money he/she plans to spend.
Determine exactly what the customer needs.
Ask if he/she has shopped in the store before.
Find out how much time he/she has to shop.
By becoming an expert at special orders, you may benefit by:
Learning more about the products you sell
Learning more about customer needs and interests
Getting to know people in other departments
All of the above
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A cup of coffee
Service with a smile
An excuse for the product’s failure
Give them a new one of the same product
A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?
Are you sure that you bought this doll at this store? Do you have your receipt?
We’ve had a lot of complaints about this doll. You might want to contact the manufacturer.
We’ve never had any complaints about this doll before. What do you think your niece did to it?
With this kind of toy, it’s always best to check the batteries first. Let me check them for you
The warranty is an excellent tool for you to use to:
Prove that your company has the best price
Explain your company’s return policy
Reassure the customer about a product’s quality
All of the above
If your company does not have a manual that describes all the major product warranties, you should:
Avoid talking about warranties with your customers
Create your own by making copies of the various product warranties and related information
Decide on a general, neutral comment you can make if customers ask you about a warranty
Open up the package and read the warranty to them
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?
Find the elliptical training machine box and read whatever information came with it
Demonstrate the elliptical machine in the store with customers until she is familiar with its features
Ask her boss to assign her to another department she is more familiar with.
Switch departments with another sales associate.
An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:
Completely avoid talking about the specific product and change the topic.
Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.
Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken
Tell the caller that the company is aware of the problem and is taking steps to fix it.
Just listen - you can’t please everyone.
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Check with your immediate supervisor or manager
Make the exception, but only if the customer promises to make additional purchases
Tell him you do not make exceptions
Tell them to buy the product again and return the broken one in the new box.
When customers return merchandise, you should:
Make sure they have a good reason for doing so
Treat them with the same respect you would if they were making a purchase
Not worry about how you treat them, because you don’t want them to come back again
Send them to the service counter to wait for a customer service rep
