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WorksheetsNRF Customer Service - Quiz 4
Total questions: 15
Worksheet time: 8mins
The warranty is an excellent tool for you to use to:
Reassure the customer about a product's quality.
Increase the product's price.
Limit the customer's return options.
Encourage customers to buy more products.
Turn your phone interaction into a loyal customer by: Letting the customer know about sales events, Mentioning services he may not be aware of, Offering to ship items directly to the customer
Letting the customer know about sales events
Offering discounts on future purchases
All of the above
Providing a loyalty card
Communication is important! When providing service to a person who is hearing impaired, you should:
Ask the customer how he would like to communicate.
Speak loudly and clearly to the customer.
Use written notes to communicate without asking.
Assume the customer can read lips.
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
Service with a smile
Apologize and offer a discount
Ignore the complaint
Redirect to another department
By becoming an expert at special orders, you may benefit by: Learning more about the products you sell, Learning more about customer needs and interests, Getting to know people in other departments
Improving your sales techniques
Learning more about the products you sell
All of the above
Focusing solely on customer complaints
As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
Sometimes
Not sure
When balancing service between phone customers and those you may already be helping in the store, you should:
Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone
Ignore the phone and focus solely on the in-store customer
Put the in-store customer on hold while you answer the phone
Ask the in-store customer to leave so you can take the phone call
Which of the following steps will help you keep commitments to customers?
Promising customers you will find the items they request
Calling customers back only when you can find the requested item or information
Immediately stopping whatever you're doing to take care of phone customer requests
Calling customers back in a timely manner
When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.
True
False
Always provide assistance
Assistance is optional
When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time.
True
False
Sometimes
Only for certain disabilities
If your company does not have a manual that describes all the major product warranties, you should:
Create your own by making copies of the various product warranties and related information
Ask your supervisor for guidance on warranty management
Ignore the issue until a customer raises a concern
Purchase a warranty management software immediately
You should make sure that, in your absence, other sales associates do not have access to information about your special orders.
True
False
Sometimes
Only with permission
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
Only the warranty manual
Only online resources
To help build customer loyalty, you should: Say what you'll do and be very clear on what you are promising; make notes so you will remember; Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices
A and B
A and C
B and D
C and D
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached.
True
False
Only if the item is expensive
Only for personal shipments
