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WorksheetsCh 4 Customer Service
Total questions: 34
Worksheet time: 34mins
Customer follow-up is:
Always a good idea, no matter what the situation
Always a good idea for the customers who spend the most money on a regular basis
Never a good idea
Sometimes a good idea depending on the situation
The first step in addressing a customer’s objections is to:
Try to change the subject
Point out ways the product benefits the customer
Make sure you understand the objection
Try to show alternative products
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
If a customer’s objections don’t seem consistent with what she said before, you should:
Point out the inconsistency
Dig a little deeper to get to the root of the problem
Suggest that you start over
You should contact your customer for feedback when:
Their items are being delivered
They purchase expensive items
They give you permission to call
All of the Above
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:
That the delivery people were courteous and careful
IF the customer really liked the deal you gave him
If the customer has any friends that might like the item
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
An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageous!” Which of these is the associate’s most professional response to the customer’s remark?
Return the computer to the case and begin to help another customer
Explain the benefits of buying from the store rather than the Internet
Ask the manager to try to convince the customer to buy in the store
Thank the customer politely for coming into the store
In a department store, a $40 dress is marked, “Save 25%.” What is the sale price of the dress?
$10
$30
$50
A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. The sales associate’s BEST response is:
We can’t do anything
I understand, let me get someone to assist you
I apologize, here is the corporate office number
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver on time?
Did you have installation problems?
What new features have you used?
How has the software worked for what you were using it for?
A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?
Call or email to check if the delivery was received on time and items were not damaged.
Ask the customer next time they come in how the item is working
Record that they bought the appliance in your database
The sales associate was with a customer when another customer walked in so he communicated with him non-verbally by
Saying welcome to the store, how may I help you?
Smiling at the customer and giving eye contact
Smiling and saying I’ll be right with you.
A sales associate can limit objections in sales presentations by
Allowing an amount of time for feedback
Not going over their price limit
Telling all features
Building rapport and trust and focus on needs
What is a REBATE and when does the customer receive it?
During check out
After the customer mails in the receipt and rebate form, he/she will receive money in the mail
When you put a little bit at a time for a product and then when you are finished paying for the product, you get to take it home
What is the term for when a store meets a competitor’s advertisement price?
Advertisement
Product Guarantee
Price Matching
Discounting
What is the BEST way for a sales associate to inform customers of the store’s frequent shopper program?
Tell customers about it during the sales transaction
Explain the program upon customer inquiry
Call potential customers to inform them of the program
Call potential customers to inform them of the program and to offer to get them started earning awards
Customers are most likely to complete feedback surveys if:
The forms are placed near the cash register
They are happy with your service
You ask them to complete it
None of the above
If you are making a follow-up call, it’s a good idea to call
During the dinner hour to make sure you contact the customer on the first try.
In the morning while they are getting ready for work
Their home in the afternoon while they are at work and leave a voicemail if necessary
Their house phone and speak with their spouse
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 and encourage him to return to the store
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
Information a customer gives you
becomes public knowledge and you may share it with other sales associates
becomes public knowledge but you can only share it if the customer allows
Is not public knowledge
Is not public knowledge but you can share if the customer allows you to share it
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
Which of the following is a good reason to ask customers for their business cards?
So you can claim these customers as your own and keep co-workers from making sales to them
When customers show interest in an upcoming event and you offer to remind them
So you can build up your client records with names of potential customers
To learn more about them so you can suggest items that you think they can afford
When customers enlist you as their personal shopper, they probably should expect:
special discounts
to save time and effort looking for items themselves
you to be available at all times
One of the most important skills in being a personal shopper is to:
Always guess correctly at what the customer wants
Listen carefully for clues about the customer's perferences
Convince customers to follow your advice
If your company does not supply business cards, you should:
Tell customers that they can find the store number in the phone directory
Check to make sure creating your own will not violate company policy
Tell the customer that the company is too cheap to give you business cards
Tell customers your name and phone number and offer them a pen to write it down
Acting as a personal shopper:
should be avoided since it takes you away from other customers
can add interest and challenge to your job
does not require any special skills or talents
Showing respect for a customer's business card means you should:
never write on it
put it in your purse or wallet for safe keeping
make some comment to indicate you have read it
When acting as a personal shopper, you should:
choose a wide selection of items from which the customer can choose
Ignore the customer's bad taste and choose the items that you think he/she should wear
select only items that fit his/her interests
Personal shopping services may be appropriate for which of the following customers?
A shopper who says she just wants to browse
A shopper who asks you to help select a gift items for the holidays
A customer who is in a hurry and does not have time to look for specific items
B and C
If you schedule a personal shopping appointment with a customer, it would be a good idea to:
Call and confirm the appointment the day before
Set aside some items you think the customer will be interested in
Keep your appointment book with you at all times so you don't double-book yourself
All of the above
