Customer Service Chapter 2

can be tasted, touched seen, smelled, and/or heard

• benefits

• products

• product features

• product knowledge

______ are the advantages that make a certain product or service a good choice for the customer.

What are the best ways to assist customers who need help locating a product?

• physically take them to its location

• ask how you can further help them

• tell them you don't know and walk away

• if more assistance is needed, help them, or introduce them to someone working in the area

Acknowledge the customer within the first 30 seconds.

• true

• false

Active listening requires _____

• concentration

• not paying attention

• patience

• proper body language

The type of question that begins with the words who, what, when, where, why, or how and cannot be answered with "yes" or "no".

• open-ended question

• closed question

• leading question

• closed-ended question

What the product can do FOR YOU

• benefit

• feature

• manufacturer

• customer

Retail employees use product knowledge to:

• offer customers extensive information about products and services

• provide training to new employees

• assist customers in locating products in the store

• provide general information to answer customer questions

Ways to help a customer who needs general information:

• answer the question yourself, admit when you don't know, and take them to someone who can answer it

• tell them to ask someone else

• tell them you don't know and walk away

• take a guess and hope you're right

Which is an example of a product feautre?

• flavor

• price

• location

• discounts