WorksheetsCh.2 Customer Service Review
Total questions: 25
Worksheet time: 15mins
What is the BEST WAY for customers to learn about a product?
Listen to the salesperson talk about it
Test out the product themselves
Research the product on the Internet
Ask people who have used the product
Which of the following is NOT an effective way to stay current on competitors' products and services?
Reviewing Current Product Marketing Materials
Comparing Products
Knowing your Competitor's latest products
Researching Previous Product Trends
When consumers receive POOR SERVICE, they tell an average of how many people about it?
2-3
5
10
7
Which of the following are good tips to being an ACTIVE LISTENER?
Focus on the customer
Remain Objective
Don’t Interrupt
All of the Above
Which TWO of following questions should you AVOID asking a customer?
May I help you?
What are some brands you’ve used in the past?
What size do you wear?
How may I help you?
What are your favorite styles?
How quickly should you acknowledge a new customer who walks in the store?
Within the first 5 seconds
Within the first 10 seconds
1 minute
5 minutes
If a customer is not greeted in a timely manner upon entering the store, what can happen?
They can walk out and you will lose the sale.
They will help themselves
They will understand and catch on that you will busy.
They will find the product they are looking for online.
Why is “MAY I HELP YOU” not the best question to ask a customer?
It is open ended
It is closed ended and you may get a dead end response.
It is not polite
It is too pushy and you may not get you the response you are looking for.
While it is important to be friendly with your customers, you should be careful not to take ______ too far because customers may take it the wrong way.
humor
compliments
product knowledge
your sincerity
You need to be careful to be reassuring when dealing with customers, but not too _________. You want to give them some space—both physically and in conversation.
pushy
sarcastic
polite
complimentary
If a customer is shopping with a small child and the sale is taking a while, it might be a good idea to _____________.
Give the child a snack (but ask for permission first)
Give the child a toy (but ask for permission first)
Give the child a chair to sit in and remind them to behave properly
Suggest that the child to play with the customer’s phone while he/she browses.
You should try to answer the phone by the ______ ring.
1st
3rd
4th
2nd
The T-H-A-N-K-S model will help you with what aspect of customer service?
Dealing with Phone Customers
Helping to Calculate Sale Price
Ensuring Customers Come Back to the Store
Handling Customer Complaints
If a customer issue/problem is RE-OCCURING, you should try to _______.
Apologize profusely.
Avoid the problem if you can.
Get essential information
Thank the customer for bringing it to your attention.
Which of the following would NOT be considered important information to explain to a customer regarding the WARRANTY?
Warranty Terms
Expiration Date
Percentage of customers who have use the warranty in the past
Any Exceptions
This silver Audi A4 comes with a limited 5 year warranty.” The above statement is an example of a product _____________.
Feature
Benefit
Any Exceptions
“This Dolce and Gabanna handbag will match with everything in your close and it is easy to keep clean.” The above statement is an example of a product _____________.
Feature
Benefit
Which of the following are NOT considered possible payment plans you may offer the customer, depending on your company’s policy?
Layaway
Online Bill Pay
In House Account
Interest Free Credit Purchases
Which of the following might NOT be a good alternative to offer a customer in the store if you do not have exactly what they are looking for?
Different Color Products
Comparable Brand Products
Similar Brand Products
Competitor’s Products
Fill in the blank. The Golden Rule says that you should " (a) others as you would want to be treated."
Fill in the blank-- directly from your notes. "Customer Service is not a (a) . It's an Attitude."
Fill in the blank-- directly from your notes. "When customer’s become your "_________ ________,” they will become part of your sales force—telling family, friends, etc about your products and services!"
(a)
If a customer waits 30 seconds to be greeted when they walk into your place of business, they FEEL like they've waited HOW LONG?
5 minutes
2 min
3-4 minutes
5-10 minutes
Open ended questions usually begin with which of the following words EXCEPT?
Who
What
Which
When
Where
Which following IS NOT an example of service "extras?"
Special orders
Customizing
Alternations
Accessories
Warranties
