Customer Service Assessment

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

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

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

• True
• False

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

• • Convince him that your brands are better
• • Tell him that he won't find anything better than what you have
• • Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway
• • Tell him you don't carry that brand then excuse yourself to serve someone else
• Get permission from him to show the items you do have that meet his needs

When the customer presents you with a problem, you should ask her:

• • If she stops at your store on a regular basis
• • Who is at fault in the situation
• How she would like the situation solved

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

• • Put it in your purse or wallet for safe keeping
• • Never write on it
• Make some comment to indicate you have read it

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

• False
• True

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

• False
• True

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

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

• • Are the ones that are able to direct the customer to a decision
• • Are the ones that can be quickly answered with a "yes" or a "no"
• • Are structured to save the customer's time
• Begin with who, what, where, when, how, or why