Customer Service Chapter 2 Review

Front

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

Back

Greet the customer and make him feel welcome

Front

A new customer comes into your department, but you are helping another customer. You should:

Back

Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him.

Front

You can best determine the customer’s needs by gathering information through careful observation and by:

Back

Asking the customer thoughtful questions

Front

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

Back

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

Front

Which of the following are examples of open-ended questions? Can I help you? What features are important to you? Do you like blue or brown? Is this all for you today?

Back

What features are important to you?

Front

Which of the following might be acceptable techniques for directing a customer to the Customer Service department? Options: “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.”, “You’ll have to take this to Customer Service; I can’t help you here.”, “Someone in Customer Service can help you with that; I’ll show you the way.”, All of the above, A and C

Back

A and C

Front

As a sales associate, your goal is to:

Back

Keep the customer coming back

Front

The best method for finding the right product for a customer is: Asking “yes” or “no” questions to move the sale along, Asking open-ended questions

Back

Asking open-ended questions

Front

Benefits of a product are determined by: The manufacturer, The salesperson, The customer, All of the above

Back

The customer

Front

Increased capacity would be a benefit of which feature? Neutral colors, Natural fibers, Man-made materials, Dimensions or size of the product

Back

Dimensions or size of the product