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WorksheetsCustomer Service Set M8
Total questions: 10
Worksheet time: 5mins
Which of the following items would NOT be an appropriate finishing touch to your service?
Call the customer to make sure he is satisfied with his purchase
Send a handwritten note thanking the customer for his business
Send a postcard thanking a customer for letting you help him select a gift for his wife
Give the customer your business card & encourage him to return to the store
. Remember the customer’s name and use it when he comes in again
Which of the following are appropriate reasons for following up with a customer?
You are curious whether a gift your customer purchased was well received
You want to know why a customer did not make it in for a special sale
You finally located an item the customer asked for a while back
You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now
How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?
2 minutes
90 seconds
60 seconds
30 seconds
Keeping records about customer preferences:
Will make customers suspicious of your ability to remember details
Requires an expensive computer system
Can help you provide more personalized service to returning customers
Will help you target market to them
In your client record system, you should record:
Customer purchases
Customer interests
Follow-up activities
All of the above
Which of the following statements best describes why a client record system is called a “living” record?
It should be accessible to anyone who wants to read it
You should constantly refer to it and update it with new information
You will spend more time maintaining your records than you do actually serving customers
You keep it as long as the customer remains a customer of the store
What is one of the best ways to explain features and benefits to a customer?
Explain the history of the product
Show the customer the user’s manual
Discuss the review of this product
Demonstrate the product
A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:
Mirror their behavior
Refer the customer to your supervisor
Show empathy in your replies
Offer them a refund or discount to settle them down
Your business card or the sales receipt is a good place to make notes for a customer regarding:
Your work schedule so the customer can contact you in the future
The date a special order is due
An upcoming sale
All of the above
If you do not have business cards, you can help the customer remember you by:
Asking the customer for something on which to write your name and number
Writing “thank you” on the sales receipt and signing your name
Telling the customer how many sales awards you have won
Using your own name often in the conversation
