Customer Service

Approximately what percentage of U.S. jobs are retail jobs, as of 2019?

• 5-10%

• 10-15%

• 20-25%

• 35-40%

If you find yourself having to resolve a very difficult issue, you may want to:

• Ask the customer to come back another time

• Tell the customer that he is being unreasonable

• Get help from a more senior employee

• Get creative and just solve the problem

What are the best kinds of questions to ask to a customer to encourage conversation?

• Open-ended

• Direct and to-the-point

• Yes, no

• None. Let the customer ask you questions

As a sales associate, your goal is to:

 

• Keep the returns to a minimum

• Keep the customer coming back

• Decide who's right or wrong

• Increase sales for your store

You are a car salesman at a new car dealership.  A customer is gathering information before making the final decision on her new car.  You have suggested the car that seems to be the best choice based on what she has stated when you questioned her.  After taking a test drive, the customer decided to continue to look at other car options.  What is your best response to her?

• I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.

• I agree. You shold give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions.

• Well, if you want to come back and look some more, here is my card. Feel free to give me a call.

• I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.

Showing the customer that you and your store stand behind the products and services you sell:

• Limits the profit on some items

• Shows a professionalism that builds customer loyalty

• Encourages customers to return items more frequently

• Shows the customer that you are a talented sale associate

When customers come to you with complaints, you need to:

• Listen carefully

• Be patient

• Get information

• All of the above

A person approaches you and tells you of many complaints he has about your department. You should first:

• assume that he is just blowing off steam and ignore complaints

• check into the legitimacy of the complaints

• ask for advice from your supervisor on the best way to handle the person

• regard the complaints as accurate and take immediate steps to correct them

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:

• That the delivery people were courteous and careful

• If the customer really liked the deal you gave him

• If the customer has any friends that might like the item

• If they need to buy any additional products

          Dominque is shopping for a new winter coat.  With the help of a salesperson, she has narrowed it down to 2 coats.  Which is the best way for the sales associate to continue the conversation?

• Ask "How much do you want to spend?"

• Say, "Do you want the red coat or the blue one?"

• Ask, "Why does she want this type of coat?"

• None of these are appropriate to continue?