Customer Service Study Guide 1

If your store does not offer the particular product of service the customer is looking for, your first option is to:

Customers who take a long time to make a purchase decision might return to a store a few times before purchasing.

Which of the following describes a communicator who values relationships and connecting with people?

Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?

Which of the following is the term for the unique way that company employees act with each other and with customers?

When using the T.H.A.N.K.S. method, "K" stands for:

Your manager should warn you in advance if you will be giving service to a customer with significant disabilities.

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

If a customer becomes abusive, you should probably

Which of the following is NOT an area of foundational knowledge that retailers look for in all employees:

A customer is a thing that you find in a store.

Projecting a professional and friendly image includes:

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

These customers have an early adopter mindset, and want to be recognized as trendsetters by others.

Communication is important! When providing service to a person who is hearing impaired, you should:

To assist your customers in a personal way, you should become familiar with:

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

A retailer is a business or person that sells a product and or service to customers.

Which of the following is a good transition statement that can lead to closing a sale?

You're ready for Christmas!

By becoming an expert at special orders, you may benefit by:

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

If the customer isn't shopping alone, you can include the rest of the party by:

Creating customer loyalty is rewarding for:

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

When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention."

After one negative experience, what percentage of people say they will never do business with that company again?

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

A product is a ______________.

Acting as a personal shopper:

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

The best way to talk to a new customer is to:

The name of your school is

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

The best way for you to remember your regular customers' interests is to keep written record of their information

When customers request any of the service "extras" your store offers:

If you are making a follow-up call, call during the dinner hour to make sure to get the customer on the first try.

The company's return policy is displayed; it is not necessary to mention it to the customer at the time of the sale.

When using the T.H.A.N.K.S method, "S" stands for "Solve the problem, or find someone who can.

You should match your store services with customers who will appreciate them by paying attention to each customers needs

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

Which of the following is a SMART goal?

Your ultimate goal as a sales associate is to:

Which of the following are examples of open-ended questions?

As a sales associate, you can influence a shopper's decision to return to your store by making shopping more enjoyable

When working with customers with disabilities be sure to take your time, be patient, and:

A service is an __________________

Which of the following are acceptable ways to ask a customer's permission to provide alternatives?

The customer has said, "No thank you" when you offered your help. Your next step is to back off for the time being.

Which of the following describes a communicator who is straight to the point?

Who is your principal?

Where are large bills, such as $50s and $100s, typically placed within the cash register?

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

Customers who make quick purchase decisions, often buy inexpensive items that are not important to them

You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.

When leaving phone messages for customers, you should let them know whether it is important for them to call you back.