Customer Service Certification Exam Review Workbooks 3 - 5

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

The best method for finding the right product for a customer is:

If customer ends up disappointed with a purchase, there is no value to the customer’s feedback

If you are making a follow-up call, call during dinner hour to contact customer on first try.

If you do not have business cards, you can help the customer remember you by:

Record basic information to stay in touch w/ customers & specific information of their purchase

You should explain all warranty conditions to your customer at the time of purchase

Encouraging feedback from customers is the best way to build sales.

When using the T.H.A.N.K.S. method, “K” stands for:A.“B.“”C.

Customer complaints should be welcomed because they provide an opportunity to:

Permanent labels in clothing are required by law to include:

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

If a customer becomes abusive, you should probably:

Successful sales associate needs to know the major features of ONLY most popular products

If your company does not supply business cards, you should:

The first step in addressing a customer’s objections is to:

As a sales associate, your goal is to:

It is best to show products:

T.H.A.N.K.S -A stands for “Appear interested, but excuse yourself if another customer comes in

Customer business card includes a pager, e-mail address, ask him how he prefer to be contacted

Brand loyal customers:

Increased capacity would be a benefit of which feature?

If your company does not have a manual that describes all product warranties, you should:

Customers are most likely to complete feedback surveys if:

When customer asks you to make exception to company policy about warranties you should probably

Even if your company’s return policy restricts what you can do for the customer, you should:

If a customer does not have a clear picture of what she wants, the sales associate should:

Keep cust. complaint records & methods used to resolve them will help resolve future situations

The company’s return policy should always be clearly displayed in writing

The warranty is an excellent tool for you to use to:

If an item is going to go on sale next week, you should tell the customer.

In the T.H.A.N.K.S. method, “S” stands for “Solve the problem, or find someone who can

Which is acceptable techniques for directing a customer to the Customer Service department?

If the return policy is clearly displayed, it is not necessary to mention it to the customer

If an item is going to go on sale next week, you should tell the customer

If you do not have a product that meets all of a customer’s needs, best course of action is to:

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

T.H.A.N.K.S. method, “T” stands for “Thank the customer for bringing problem to your attention

Which of the following are good reasons to ask customers for their business cards?

Keeping records about customer preferences:

When acting as a personal shopper, you should:

Customers most likely need your help when they:

Which of the following are appropriate reasons for following up with a customer?

Cust. says This is a popular line but this is a lot to pay for a simple T-shirt. Best option is

Customer will be more likely to buy a product such as a VCR if you:

Customer follow-up is always a good idea, now matter what the situation or who the customer.

When asked, “Is this a good sleeping bag?” a sales associate’s best response is:

Shoppers are more likely to buy new food products if:

It's a good idea to offer business cards & ask them to hand them out to their friends.

A layaway option could satisfy a customer’s objection regarding:

Your business card or the sales receipt is a good place to make notes for a customer regarding:

You can help build trust by making sure customers understand & benefit from product warranties.

Once you have sent the product out for repair or ordered a replacement, your work is finished

When leaving phone messages let them know whether it's important for them to call back or not.

One of the most important skills in being a personal shopper is to

Private label items:

Keep client records up-to-date & notify customers of merchandise is of interest to them.

If you schedule a personal shopping appointment with a customer, it would be a good idea to:

You should contact your customer for feedback when:

Which an appropriate finishing touch to your service?

Personal information customer gives becomes public knowledge & you may share it

If a customer’s objections don’t seem consistent with what she said before, you should:

When customers enlist you as their personal shopper, they probably should expect:

Acting as a personal shopper:

If you discourage customers from purchasing product that exceed their need, they most likely to

If a customer wants an item that is out-of-stock, you should do all of the following except:

Benefits of a product are determined by:

When customers return merchandise, you should

If you don’t have warranty manual or unsure of warranty answer, use co-workers or supervisor

Which best describes why a client record system is called a “living” record?

Personal shopping services WOULD NOT BE appropriate for which of the following customers?

In your client record system, you should record:

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

If a computer is shipped call customer to confirm was delivered on time & in good condition &

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