WorksheetsCustomer Service, Handling Returns, and Customer Education
Total questions: 91
Worksheet time: 57mins
Customers who complain:
Had unhappy childhoods
Are genetically predisposed to sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn't working in your business or organization
Identify two examples of external customers:
Impulse customers
Warehouse employees
HR Staff
Loyal customers
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
Active listening is
listening while maintaining eye contact with the speaker
listening and using positive body language
listening and responding to the other person in a way that improves understanding
listening while staying active by running, jogging, etc.
(a) is defined as “All the activities and benefits a business provides to create customer goodwill and customer satisfaction”
"________" is how customers view your product/service.
Price
Promotion
Positioning
Preference
An “ (a) ” customer is someone who is employed by the business
(a)
Employees are taught how to perform other jobs in addition to their own,
This is so when things get crazy, they can step into action.
As an added benefit, they are less likely to get bored with their jobs, which results in happier, more productive employees.
(a)
"...where customers are valued and taken special care of on a consistent basis."
The Customer’s needs come first!
Technology that provides information to a business, such as:
which customers make the best prospects,
buy the most products, or
return the most merchandise.
Customer-Relationship Management Software
Sales Tracking
Email and phone numbers
Spamming
Who will win the Super Bowl?
San Francisco 49ers
Kansas City Chiefs
Taylor Swift
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
How does solving difficult-customer situations benefit you personally?
You will encounter difficult customers less frequently.
Your customers will be happier.
You gain valuable communication skills.
Your boss will automatically give you a raise.
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is
suspicious.
leave-me-alone.
impatient.
argumentative.
Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!” Rich’s customer is
domineering/superior.
impatient.
argumentative.
leave-me-alone.
Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife. Stacey offers to help, but he just grunts at her and turns his back. Stacey’s customer is
impatient.
insulting.
leave-me-alone.
argumentative
Jonathan works in his small town’s only grocery store. He is on a first-name basis with most of the customers who come in. Cheryl is a difficult customer. Sometimes she’s really friendly, and other times she snaps at Jonathan. She is a(n) __________ customer.
irritable/moody
suspicious
slow/methodical
dishonest
Darcie is a lifeguard at the local beach. Sometimes, she has to blow her whistle to signal to swimmers that they have gone out too far. Today, one of the risky swimmers runs up to her and shouts, “I wasn’t out too far! You must be blind!” This is an example of a(n) __________ customer.
insulting
suspicious
impatient
slow/methodical
Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. It’s a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, “Well, I guess I’ll have time, since the play is so slow. It’s not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together!” Ellen’s customer is
suspicious
argumentative
complaining
leave-me-alone
Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. “Don’t do it that way,” he instructed. “You’re using too much chlorine. Should I just measure it out for you?” Carrie’s customer is
slow/methodical
domineering/superior
suspicious
irritable/moody
Mitch works at the layaway counter in a retail store. The store’s layaway policy is clearly posted on a sign over the counter, but sometimes customers just don’t “get it.” Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer.
dishonest
domineering/superior
complaining
suspicious
Jill works behind the counter at a fast-food restaurant. The restaurant prides itself on great food and quick service. Right now, a man is staring up at the menu trying to decide what he wants to order, and a line is quickly forming behind him. Jill asks, “May I take your order?” but he remains silent. This customer is
complaining
suspicious
dishonest
slow/methodical
Randy works at a batting cage. Today, a customer came to him to complain that the machine did not give as many pitches as she paid for and to demand a refund. Randy checked out the machine and didn’t find anything wrong with it. He had a feeling that the customer was just
trying to practice for free but didn’t have any proof. Randy’s customer is
domineering/superior
dishonest
impatient
leave-me-alone
Which of the following is the best way to handle argumentative customers:
Ask simple, polite questions with options.
Never press for sales or decisions.
Explain and demonstrate good service as many times as you need to.
Mirror their behavior.
Which of the following is the best way to handle dishonest customers:
Explain and demonstrate good service as many times as you need to.
Never press for sales or decisions.
Don’t jump to quick conclusions.
Mirror their behavior.
Which of the following is the best way to handle impatient customers:
Explain and demonstrate good service as many times as you need to.
Agree first on common points.
Never press for sales or decisions.
Serve them non-emotionally.
Which of the following is the best way to handle slow/methodical customers:
Don’t jump to quick conclusions.
Let them have their say.
Serve them non-emotionally.
Help them along by not overwhelming them.
Which of the following is the best way to handle leave-me-alone customers:
Agree first on common points.
Ask simple, polite questions with options.
Don’t jump to quick conclusions.
Never press for sales or decisions.
Which of the following is the best way to handle suspicious customers:
Ask simple, polite questions with options.
Serve them non-emotionally.
Help them along by not overwhelming them.
Explain and demonstrate good service as many times as you need to.
Which of the following is the best way to handle irritable/moody customers:
Let them have their say.
Be consistent in your positive behavior.
Explain and demonstrate good service as many times as you need to.
Ask simple, polite questions with options.
Which of the following is the best way to handle domineering/superior customers:
Never press for sales or decisions.
Don’t jump to quick conclusions.
Let them have their say.
Explain and demonstrate good service as many times as you need to.
1. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product’s failure
2. As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
3. The warranty is an excellent tool for you to use to:
A. Prove that your company has the best price
B. Explain your company’s return policy
C. Reassure the customer about a product’s quality
D. All of the above
4. If your company does not have a manual that describes all the major product warranties, you should:
A. Avoid talking about warranties with your customers
B. Create your own by making copies of the various product warranties and related information
C. Decide on a general, neutral comment you can make if customers ask you about a warranty
5. If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
True
False
6. You should explain all warranty conditions to your customer at the time of purchase.
True
False
7. When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
A. Check with your immediate supervisor or manager
B. Make the exception, but only if the customer promises to make additional purchases
C. Tell him you do not make exceptions
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
9. The company’s return policy should always be clearly displayed in writing.
True
False
10. If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.
True
False
11. Even if your company’s return policy restricts what you can do for the customer, you should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it
C. Do what the customer asks; management will have to support your decision
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
13. Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they’ll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential “problem customers” are
Which of the following is a term for physical goods that are bought and sold?
Sales
Products
Pricing
Services
Which of the following is a standard term that describes the audience of retail stores--that is the people who buy things from the stores?
Manufacturers
Wholesalers
Buyers
Customers
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
Gifts
Training
Services
Products
What kinds of things does a manufacturer produce?
Raw materials
Fossil fuels
Services
Finished products
Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?
Manufacturer
Wholesaler
Distribution Center
Retailer
Which of the following terms best describes a grower of potatoes?
Manufacturer
Wholesaler
Distribution Center
Retailer
The majority of retailers are:
Independently owned
Corporations
Franchises
Online only
Which of the following is the term for retailing approach that places the focus on creating a seamles shopping experience for customers by intergrating mulitple channels?
Multichannel
Omnichannel
Intergrated channel
Seamless channel
Which of the following is the standard definition of a retail ecosystem?
Interconnected system of approaches for meeting the goal of retailing, which is to provide customers with merchandise and services.
Group of stores that work together to serve customer needs.
Team of store employees who help each other.
Set of systems that work together in order to make sure all products in a retailer inventory is in stock.
What percentage of US jobs are retail jobs, as of 2020?
5-10%
10-15%
20-25%
35-40%
Which of the following is a term for physical goods that are bought and sold?
sales
products
pricing
services
Which of the following is a standard term that describes the audience of retail stores- that is, the people who will buy things from the stores?
Manufacturers
Wholesalers
Buyers
Customers
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
Gifts
Training
Services
Products
What kinds of things does a manufacturer produce?
raw materials
fossil fuels
services
finished products
Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers?
Manufacturers
Wholesalers
Distribution Center
Retailer
Which of the following terms best describes a grower of potatoes?
Manufacturers
Wholesalers
Distribution Center
Retailer
A majority of retailers are:
Independently owned
Corporations
Franchises
Online only
Which of the following is a term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?
Multichannel
Omnichannel
Integrated Channel
Seamless Channel
Which of the following is the standard definition of a retail ecosystem?
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want
A group of stores that work together collaboratively to serve the customers' needs
A team of store employees who help each other
A set of technological sustems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for
Approximately what percentage of U.S. jobs are retail, as of 2019?
5-10%
10-15%
20-25%
35-40%
These customers take a long time to make a purchase decision, and might return to a retailer several times before making a purchase
innovation/trend buyers
impulse buyers
recreational buyers
comparison shoppers
These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them
innovation/ trend buyers
impulse buyers
recreational buyers
comparison shoppers
These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores, and comparing retailer ads
innovation/trend buyers
impulse buyers
recreational shoppers
comparison shoppers
These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase
innovation/ trend buyers
impulse buyers
recreational shoppers
comparison shoppers
These customers have an early adopter mindset, and want to be recognized as trendsetters by others
innovation/trend buyers
impulse buyers
recreational shoppers
comparison shoppers
These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.
loyal customers
followers
recreational shoppers
comparison shoppers
These shoppers are rarely the first to try new products
loyal customers
followers
recreational shoppers
comparison shoppers
Which of the following is the term for behavior influences that come from a customer's family and friends?
external commercial cues
external social cues
internal physical cues
retailer cues
Which of the following is the term for behavior influences that come from retailer's marketing?
external commercial cues
external social cues
internal physical cues
retailer's cues
Which of the following is the term for behavior influences that come from a customer's own needs?
external commercial cues
external social cues
internal physical cues
retailer cues
