WorksheetsCustomer Service Review
Total questions: 43
Worksheet time: 8hrs 37mins
Facial Expressions, is it verbal or non-verbal communication?
Verbal
Non-verbal
Listening skill, is it verbal or non-verbal communication?
Verbal
Non-verbal
Questioning skill, is it verbal or non-verbal communication?
Verbal
Non-verbal
My personal rule of ________________ is that I never argue with customers.
finger
thumb
toe
nail
Last year, we lost a lot of customers ______________ our competitor
for
to
on
with
The staff in the shop are very polite, they are
courteous
faithful
efficient
uncaring
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 im
If the customer has any friends that might like the item
Customer follow-up is always a good idea, no matter what the situation.
True
False
When customers come to you with complaints, you need to:
Listen carefully
Be patient
Get information
All of the above
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
Once you have sent the product out for repair or ordered a replacement, your work is finished.
True
False
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
Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future.
True
False
A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?
a. "You can always exchange the sheets for a different color if these don't match."
b. "Please be aware that it is our store policy that personalized items cannot be returned."
c. "Our return policy is quite strict, so I would recommend that you don't buy these sheets."
d. "I think you can return the sheets for a refund if the color isn't right."
A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?
a. Write down the customers' information and remember to thank them for their purchases the next time they come into the store.
b. Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.
c. Write down the customers' information so each can be sent a satisfaction survey at the end of the month.
d. Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?
a. Thank the customer for the purchase and go back into the store.
b. Acknowledge the mark, take the item back to the store, and exchange it for a new one.
c. Acknowledge the scratch mark and tell the customer that it is not noticeable.
d. Suggest that the customer return to the store to receive a discount on the item.
A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?
a. “Would you like to purchase any accessories with that skirt?”
b. “We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”
c. “Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”
d. “How much are you planning to spend?”
If a customer asks how to clean a dress, which is the BEST source for this information?
a. Manufacturer's customer service department
b. Product care label on the dress
c. Department manager
d. Product warranty
A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?
a. Ask the customer directly what budget range would be best.
b. Show the lowest-priced sofas and move up until the customer is satisfied.
c. Show the highest-priced sofas and move down until the customer is satisfied.
d. Show medium-priced sofas and adjust according to the customer's reactions.
An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?
a. Stating, "My current dining room sets are also oak."
b. Focusing on the price tags of the dining room set
c. Praising and touching a particular dining room set
d. Asking, "How long is this dining room set on sale?"
3. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby’s needs
E. All of the above
6. In preparing a resource list for your customers, you should consider including:
A. Local companies that have complementary services to the products you sell
B. Phone numbers that customers have requested in the past, such as a taxi service
C. Information about companies you recommend, such as repair shops
D. All of the above
15. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
True
False
8. When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don’t want them to come back again
12. Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
A. "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.”
B. “You’ll have to take this to Customer Service; I can’t help you here.”
C. “Someone in Customer Service can help you with that; I’ll show you the way.”
D. A and C
When a customer is angry, by remaining
calm, helpful, and positive,
the customer will become more
angry.
you will most likely be able to de-
escalate (lessen or lower) the customer’s anger.
you will look weak, and your boss will
become angry.
All of the above
9. What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
A. One-third
B. Two-thirds
C. One-fourth
If a customer becomes IRATE (angry), the sales associate should call who FIRST?
Police
Customer’s mom
Manager
What is T is SMART goals?
Time
Temperature
Task
Technology
Providing great customer service is
expected from employees and important to
businesses because
it is the law.
it is key to doing well and staying in
business.
it is fun.
All of the above.
To be able to lessen or lower a customer’s
anger.
Promptness
De-escalate
Professionalism
Hugging
A top complaint that customers
generally have is that
employees greeted them too often.
employees were friendly.
they were not listened to by
employees.
All of the above.
Key characteristics of excellent customer
service are
politeness and friendliness.
promptness and listening.
professionalism.
All of the above
It is important to greet customers
only when they enter the store.
when you feel like it.
when they enter the store, call, or
when you come into contact with
them.
All of the above.
Employers desire employees with strong customer services skills because they realize that customer care is
at the heart of a business being successful.
True
False
An upset or angry customer will most likely return.
False
True
Businesses never fail because of repeated bad
consumer services by employees.
True
False
When interacting with customers, a
professional will
use slang.
use formal language and a friendly tone.
yell back at the angry customer.
give the customer a hug.
When the customer is talking and you show them that you are listening by maintaining eye contact, showing
interest, and not interrupting.
Customer Service
Promptness
Active Listening
All the above
The ability of employees to take care of
customers’ needs and make sure they are satisfied with a service or
product.
Hostess
Professional
Customer Service
Active Listening
Providing quick and efficient service to all customers.
Promptness
Customer Service
Professionalism
De-escalate
When a customer is angry, by remaining
calm, helpful, and positive,
the customer will become more
angry.
you will most likely be able to de-
escalate (lessen or lower) the customer’s anger.
you will look weak, and your boss will
become angry.
All of the above
