NEW
Font size
WorksheetsCustomer Service Quiz 3
Total questions: 16
Worksheet time: 8mins
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
As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
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
If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
True
False
You should explain all warranty conditions to your customer at the time of purchase.
True
False
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
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
The company’s return policy should always be clearly displayed in writing.
True
False
Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
“Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”
“You’ll have to take this to Customer Service; I can’t help you here.”
“Someone in Customer Service can help you with that; I’ll show you the way.”
A and C
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
When the customer presents you with a problem, you should ask her:
How she would like the situation solved
Who is at fault in the situation
If she shops at your store on a regular basis
If you find yourself having to resolve a very difficult issue, you may want to:
Ask the customer to come back another time
Tell the customer that his is being unreasonable
Get help from a more senior employee
As a sales associate, your goal is to:
Keep the returns to a minimum
Keep the customer coming back
Decide who’s right or wrong
Showing the customer that you and your store stand behind the products and services you sell:
Limits the profit on some items
Shows a professionalism that builds customer loyalty
Encourages customers to return items more frequently
When customers come to you with complaints, you need to:
Listen carefully
Be patient
Get information
All of the above
