Customer Service Assessment

Front

A good reason for creating an opening for discussion is to: • convince the customer how much you know about the product, • Break down the customer's sales resistance, • Get to know what the customer wants

Back

Get to know what the customer wants

Front

Which of the following are appropriate reasons for following up with a customer? • You are curious whether a gift your customer purchased was well received, • You want to know why a customer did not make it in for a special sale, • You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now, • You finally located an item the customer asked for a while back

Back

You finally located an item the customer asked for a while back

Front

Customer follow-up is always a good idea, no matter what the situation. True or False

Back

False

Front

How would you handle a situation where a customer wants a brand that you don't carry?

Back

Get permission from him to show the items you do have that meet his needs

Front

When the customer presents you with a problem, you should ask her: How she would like the situation solved

Back

How she would like the situation solved

Front

Showing respect for a customer's business card means you should:

Back

Make some comment to indicate you have read it

Front

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 or false?

Back

True

Front

You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. True or false

Back

True

Front

When acting as a personal shopper, you should: • Choose a wide selection of items from which the customer can choose, • Ignore the customer's bad taste and choose the items that you think she should wear, • Select only items that fit her interest

Back

Select only items that fit her interest

Front

To keep the lines of communication open, the best question to ask:

Back

Begin with who, what, where, when, how, or why