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bảng tínhCustomer Service Chapter 4 Review
Total câu hỏi: 48
Worksheet time: 25mins
Customer follow-up is ______.
Always a good idea, no matter what the situation
Never a good idea
Sometimes a good idea depending on the situation
Always a good idea for the customers who spend the most money on a regular basis
If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:
If the customer really liked the deal you gave him
If the customer has any friends that might like the item
That the delivery people were courteous and careful
If you are making a follow-up call, it’s a good idea to call ____.
their house phone & speak with their spouse
during the dinner hour to make sure you contact the customer on the first try.
their home in the afternoon while they are at work & leave a voicemail if necessary
in the morning while they are getting ready for work
A customer purchases a jacket that costs $100. He uses a coupon to get 30% off of his purchase. What will he have to pay (without taxes) after the discount?
$30
$70
$100
$130
What is something that you should NOT do if you get paid with counterfeit money?
delay the passer if possible
write your initials and date in the white border
return it to the passer
call the police or secret service
What should a salesperson ask of a satisfied customer to help increase their future sales?
"Did I do all I can to help you today?"
"Would you be willing to refer your friends and family to me?"
"Can I have your business card?"
"When you return, please request a a different salesperson, not me, to assist you."
If we want to appear engaged and sincere, we should ____.
lean away to give the customer space
touch the customer on his/her arm
make intense eye contact to let them know that we're listening
make eye contact and lean towards the person
When trying to overcome customer objections, you should NOT ____.
provide reassurance about your store's return/exchange policy
talk about warranty options
force the sale to meet your goals
discuss the product quality
Customer follow-up is ____.
never a good idea
always a good idea
a good idea for the customers who spend the most
sometimes a good idea depending on the situation
In your client record, you should record ____. (select all that apply)
customer preferences
customer preferences
follow up activities
contact information
Customers are most likely to complete feedback surveys if ____.
you ask them to complete the form
they're happy with your service
the forms are placed near the cash register
none of the above
Turn your phone interaction into a loyal customer by ____.
offering to ship items directly to the customer
letting the customer know about sales events
mentioning services he may not be aware of
all of the above
If an appliance is being shipped, you might call the customer to see if _____.
it was delivered on time
the delivery people were courteous and careful
it was delivered in good condition
all of the above
Which of the following items would NOT be an appropriate finishing touch to your service?
Call the customer to make sure that he is satisfied with the purchase.
Send an email thanking them for their business.
A postcard thanking a customer for letting you help him select a gift for his wife.
Give the customer your business card and invite them back.
Keeping records about customer preferences ____.
requires an expensive computer database system
can help you provide more personalized service
is illegal and you can get arrested and fined if caught
will make the customers suspicious of you
Which of the following best describes why a client record system is called a "living record"?
you should update it regularly
you spend more time updating it than you do with customers
it should be accessible to anyone who wants to read it
it gives all the details of a client's life and interests
Information a customer gives you is not public knowledge and can only be shared with your co-workers if they give permission to do so.
True
False
Which of the following is true when it relates to being a personal shopper? (select all that apply)
Listen carefully for clues about the customer's preferences.
Being a personal shopper for a customer allows them to save time and effort looking for items themselves.
Does not require any special skills.
You should always guess correctly when it comes to the customer's preferences.
What's the first step to follow when helping multiple customers on the sales floor?
Ask for permission from the first customer before helping the second customer.
Direct the new customer to the area where the merchandise he's interested in is located.
Wait for permission from the first customer before helping the second customer.
You should never help multiple customers at the same time on the sales floor.
Customer complaints should be welcomed because they provide an opportunity to ____.
do something different for a change
get customers back to the store so they'll buy more
learn about problems so improvements can be made
learn who the potential problem customers are
Which option sounds best when dealing with a customer complaint?
Know when to give into the customer's demands
Keep the customer from asking for a refund.
Know a solution if the customer doesn't suggest one.
Keep asking what the customer wants, even when the solution is obvious to you.
When the customer presents you with a problem, you should ask her ____.
who is at fault in the situation
how she would like the situation solved
if she shops at your store on a regular basis
Which of the following is a customer body language cue?
A customer asking her friend for the car keys.
A customer saying, “I wish you still carried the large bottles of Tide.”
A customer rolling his eyes while looking around
A customer asking, “Where is the laundry detergent?”
When is it an okay time to temporarily leave one customer in order to go help a second customer?
When the first customer doesn’t appear to really be likely to buy anything
When the first customer seems likely to make a purchase
When the first customer is being difficult
When the first customer is looking at alternate products
What’s the specific term for the action a retailer makes to address a service failure?
Quality service
Service process
Service recovery
Customer service
Which of the following is NOT a step you should take as part of the service recovery process?
Tell the customer that they need to do something, such as provide more information.
Propose solution options.
Listen carefully to the customer’s explanation.
Apologize and thank the customer for bringing the issue to your attention.
The collective group of customers served by a particular retailer are referred to as that retailer’s:
Clientele
Management
Competitors
Employees
A(n) ___ occurs when a person recommends a store or salesperson based on their own positive experiences.
Referral
Living Record
Service Recovery
Clientele
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees?
Math
Writing
Reading
Sales skills
Which of the following describes a communicator who is straight to the point?
Functional
Personal
Analytical
Intuitive
Which of the following describes a communicator who values relationships?
Personal
Functional
Intuitive
Analytical
Which of the following describes a communicator who wants to hear about big-picture ideas?
Personal
Functional
Intuitive
Analytical
_______ include foundational knowledge and skills, such as reading, problem-solving and using technology on the job.
Verbal communication styles
Quality customer experiences
Business fundamentals
Employability attributes
The most common workplace injuries are _____.
Powered equipment accidents
Injuries due to improper lifting
Slips, trips, and falls
Injuries due to workplace violence
Which of the following are appropriate reasons for following up with a customer?
You want to know why a customer did not make it in for a special sale
You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now
You are curious whether a gift your customer purchased was well received
You finally located an item the customer asked for a while back
If you find yourself having to resolve a very difficult issue, you may want to:
Tell the customer that he is being unreasonable
Get help from a more senior employee
Ask the customer to come back another time
When balancing service between phone customers and those you may already be helping in the store, you should:
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
Tell your in-store customer that you need to get the phone and she should look around for awhile
A sales associate hears another associate struggling to answer questions from customer. He should _____.
Stop & switch with the other sales associate so you are both working on something.
Stop and introduce yourself and help the associate.
The sales associate’s communication with a phone customer is best projected through his/her
Tone of voice
Listening skills
Problem solving
Patience
A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item.
Don’t give them their cash but give them a store credit.
Let them know that you are able to make an exchange.
Tell the customer they should have returned in 3 weeks ago.
Accept the return regardless of what the return policy states.
A customer comes in with broken shoe. The sales associate’s BEST response is ____.
How did you break it?
Was it satisfactory before?
Was your foot too big for that size?
What can I do to make right?
A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago & that the lights on the truck do not work. Which of these should the associate say FIRST?
“With this kind of toy, it’s always best to check the batteries first. Let me check them for you.”
“Are you sure that you bought the truck at this store? Do you have your receipt, please?”
“We’ve had a lot of complaints about the truck. You might want to contact the manufacturer.”
“We’ve never had any complaints about the truck before. What do you think your son did to it?”
What is the FIRST thing you should do if you find broken glass on the sales floor?
Call for a custodian or maintenance person to clean it up
Put a barrier around the glass, or stand near the glass to direct traffic away from it until it can be cleared up
Find a broom & clean it up yourself
A hardware store has a sign displayed at its entrance stating “You break it, you buy it!” One day an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off of the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn’t seem to notice what happened. Which of these should be the associates FIRST response?
Let the parent know about the damage & tactfully ask for the payment according to the policy
Calmly clean the spill according to the directions on one of the bottles still on the shelf
Direct customers & employees away from the area
Approach the child & ask open ended questions
Which of the following is a good reason to ask customers for their business cards?
To learn more about them so you can suggest items that you think they can afford
So you can build up your client records with names of potential customers
When customers show interest in an upcoming event and you offer to remind them
So you can claim these customers as your own and keep co-workers from making sales to them
____ are conscious or subconscious gestures and movements that express the intentions behind the words that are spoken.
Verbal language
Body language cues
Expressive communication cues
Pragmatic communication skills
A product return is the process of the customer taking previously purchased merchandise back to the retailer to receive any of the following: (select all that apply)
exchange
store credit
refund
service recovery
True or False: Employees should encourage returns over exchanges.
True
False
