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WorksheetsCustomer Service Questions 51 - 70
Total questions: 20
Worksheet time: 20mins
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and
A cup of coffee
An excuse for the product's failure
Service with a smile
Give them a new one of the same product
A customer approaches the service desk with a toy doll that she bought for her nieces birthday a month ago. The doll no longer speaks. Which of these should the associates a 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 this doll at this store? Do you have a receipt?
We've never had any complaints about this doll before. What do you think your niece did to it?
We've had a lot of complaints about this doll. You might want to contact the manufacturer.
The warranty is an excellent tool for you to use to
All of the above
Explain your companies return policy
Prove that your company has the best price
Reassured the customer about a product's quality
If your company does not have a manual that describes all the major product warranties, you should
Avoid talking about warranties with your customers
Decide on a general, neutral comment you can make if customers ask you about a warranty
Create your own by making copies of the various product warranties and related information
Open up the package and read the warranty to them
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?
Find the elliptical training machine box and read whatever information came with it
Demonstrate the elliptical machine in the store with customers until she is familiar with its features
Ask her boss to assign her to another department she is more familiar with
Switch departments with another sales associate
An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should:
Completely avoid talking about the specific product and change the topic
Take offense when a caller brings up the controversial subject and try to convince the color that they are mistaken
Show the color that the company is aware of the problem and is taking steps to fix it
Listen carefully to the caller, take their number, and promised to get the appropriate person to call back to resolve any issues
Just listen - you can't please everyone
When you're close, I'll have my own 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
Tell them to buy the product again and return the broken one in the new box
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
Send them to the service counter to wait for a customer service rep
A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?
Tell the customer that he should go to the store that place the ad since your product is not on sale at the moment
Immediately change the price in your store to meet the competitors price
Ask your store manager how to respond to the customer
Refer to your store's policy and meeting competitor's ads
Managers who hire sales associates say that they value retail workers for their:
Willingness to "step back"
Ability to focus on a single task
Capacity to work alone
Composure under pressure
Even if your company's return policy restricts what you can do for the customer, you should:
Agree with him that the product is defective and should be replaced, but tell him that story won't let you do anything about it
Do what the customer asked; management will have to support your decision
Apologize for your store's policy
Consider alternatives, such as offering a discount coupon for a free sample
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 where 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."
Customer complaint should be welcome to 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
Customer calls and has some technical questions about a product with which you are not completely familiar. You should:
Transfer his call to someone who is knowledgeable in that area
Pretend that you know what you're talkin about in to give your own answers
Tell him to call back another time
Ask him why he is being so inquisitive
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. This client is still in the office. What, if anything, should you do?
Don't get involved in the situation
Quickly take your boss aside and provide the correct name
Wait until the client leaves, and then provide your boss with the correct name
Give the correct name, & explain that your boss wasn't aware of any different person being responsible to provide the information
Which of the following is a benefit of an inkjet printer?
Prince 33 pages in Black per minute
Prince on Plain Paper, Bond, envelopes, and labels
Will save the customer money on ink because it has a special ink saving technology
Offers 2.0 connectivity
You're explaining application procedures to a client when Mrs. W. interrupts to ask a question. You tell her you have a client & will come to her office afterward. In a low voice, she begins to call you names & say bad things about the department. There are several clients in the office and the one you are working with. Supervisor doesn't appear to be around. What should you do?
Ignore her and continue to assist the client
Get on the phone and request assistance from the department administrator
Say," Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish"
Ask another employee to help the client while you squirt Mrs. W. to a room away from the public area
If a customer becomes verbally abusive, you should first:
Refund his money immediately
Call security
Tell him he is being abusive
Contact your manager
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
Use your own judgment to solve it
If you find yourself having to resolve a very difficult issue, you may want to:
Get help from a more senior employee
Ask the customer to come back another time
Tell the customer that he is being unreasonable
Get creative and just solve the problem
