WorksheetsCustomer Service
Total questions: 11
Worksheet time: 9mins
Should you ask someone directly about their budget?
Yes
No
How can you BEST learn a customers needs?
Asking a large series of questions that they can respond “yes” or “no” to
Observe them
Ask them open ended questions and actively listen to their responses
Wait to see what items they walk to before approaching them
What is the MOST important thing to check before putting items on display?
That the products are clean
That the products are functional
That the products have the correct price shown
That you know how to use the products
Is up-selling/ cross- selling a part of Customer Service?
Yes
No
Yes, but it should only be used when it is truly beneficial for the customer
Yes, because you should try to make your business as much money as possible.
Which of the following is NOT included in an appropriate way to find a solution?
Ask the customer what they think would be fair
apologize to the customer for the inconvenience of their complaint
Offer them something such as a free sample or a discount
Tell them there is nothing you can do and send them away
Which of these is an example of belittling a customer- something you should NEVER do?
Smile and welcome them into the store.
Ask them if they considered a product you think would be useful for them
Tell them that they should have called the department earlier if they wanted their problem fixed
Provide the service they need
If a customer is looking for something you don’t have in the store, you can do each of the following EXCEPT:
Ask to show them alternatives that still meet their needs
Tell them you have it online and can ship it to their home
Send them to the competitor immediately
If they do not want any alternatives or to wait for shipping, tell them of a competitor’s store that you know has what they are looking for
Put the answers in order from BEST practice to WORST practice: If the solution to a customer’s problem is calling a delivery company, you should: 1., give them the company’s phone number and hours of operation, 2., offer to call the delivery company and get everything sorted out, 3., tell them that delivery is not your responsibility, 4., give them the company name so they can Google the phone number
If you or someone from your store makes a mistake, you should always:
Take the blame and beat yourself up for it
Give them free stuff
Apologize, fix the situation if you can, and offer them something at a discount or free depending on situation
Treat them with the same respect they treat you
As an employee of a store/ company, you should NEVER
Do anything to make your company or coworkers look bad
Work as a team and except help when needed
Ask for help when you’ve tried all of your other options
Always (a) the second customer, but don’t disregard the first!!
