Customer Service and Sales

A customer approaches you holding an ad and a coupon for window shades from a competitor's special promotion. What is the BEST way to gain the interest of this undecided shopper and make a sale?

• I see you’ve got a coupon from XYZ Co. Have you already been there? I read there that they no longer place custom orders.

• I see you’ve got a coupon with XYZ. Tell me more about what you are looking for. I’m certain we can find in stock in our large inventory. Are you aware of our 48 hour free installation policy?

• I see you’ve got a coupon from XYZ. I had a customer yesterday who had looked at their assortment and wasn’t impressed.

What is the MOST important reason for learning about product features?

• To conduct product demonstration of high end items.

• To answer questions and satisfy customer needs.

• To steer customers toward slow moving merchandise.

Which open ended question will BEST help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one?

• Are you replacing your current television?

• Do you prefer a specific brand of television?

• What did you like or dislike about your last television?

• What are the dimensions of your living room?

A customer approaches a sales associate and asks for a brand of vitamins advertised on the store's website as "buy two, get one free." The sales associate is familiar with the promotion but knows that the generic brand of those vitamins is also on sale. Which of the following is the associate's BEST response?

• Those vitamins have been very popular this week because of the sale. I’m not sure that we have any left, but if we do, you will find them in Aisle 6. Let me know if you don’t see them

• That offer is only good for a few more days and you can find those vitamins in Aisle 6. Make sure you choose the brand name vitamins because “ buy 2, get one free” offer in only on those specific vitamins.

• The offer is only for the brand name vitamins in Aisle 6, and the sale ends on saturday. Make sure you pick up 3 of the exact same bottle, or you won’t get the discount.

You are currently helping a customer in a department store. A customer calls asking for warranty information on the high definition TV she just purchased. You do not work in the electronics department. How do you handle her request?

• Tell her you are helping another customer, provide the correct number of electronics department, and ask her to call back

• Recommend that she visit the company website and look up the warranty information

• Take a message and tell her that you will have the manager from the electronics department call her back

• Explain to the customer that the call was routed to the wrong department and connect her to an associate in the electronics department.

What is the best way to determine customers' expectations of a product?

• introduce the features and benefits of product

• explain that meeting customer expectations is a company policy

• listen carefully to to the customer and respond with the questions to assess their needs.

• Demonstrate the product and then attempt a trial close.

A customer selects a TV based on price and features. The customer wants to know if the remote control will work with their sound bar. What should the sales associate do?

• Suggest that the customer check the sound bar manufacturer website

• Tell the customer that is necessary to replace the sound bar

• Look at the sound bars manual while the customer is in the store

• Give the customer the telephone number for the sound bar manufacturer

How can a sales associate best use the Data in the customer relationship management (CRM) system to improve customer satisfaction?

• ask the customer to sign in to the system and identify brand preferences

• Email customers to alert them of sales on their favorite brands

• Send thank you notes to customers who spent more than a certain dollar amount.

• Offer free gifts or promotional items to customers who purchased a new brand or label.

A customer has just purchased a box of magic tricks as a birthday gift for a friend's son. While the associate is wrapping the gift, the customer mentions that she is a bit concerned because she thinks the child may have trouble learning how to perform the magic tricks because he is just learning to read and the instruction manual may be difficult. What would be the associate's BEST reply?

• The box says that this toy is for children his age, I’m sure he will be fine

• We carry a video available to demonstrate the tricks. I haven’t totaled up your receipt yet. May I add that to your purchase?

• Maybe the boy’s parents could read the instructions to him until his reading improves and then he can practice the magic tricks on his own.

A bride is meeting with a hotel catering sales manager to discuss the menu for her upcoming reception. The bride wants a particular brand of cheese, but the hotel cannot guarantee that it will be delivered in time for the wedding. What should the catering sales manager do?

• Review alternatives and offer the best solutions.

• Tell the bride that the hotel cannot accommodate her request and she must choose something else.

• Promise to provide the cheese without confirming availability.

• Insist that the bride change her menu to exclude cheese altogether.