LAST week wendys ran a $2 special on hamburgers and there was a flyer advertising. a customer now wants the sale price

change price of each burger to $2 and remove expired sale sign

She says she bought it for her son,the lights on the truck do not work. Which of these should the associate say FIRST?

it's always best to check the batteries first. Let me check them for you

customer-"I can get this for a lot less over the Internet. Your prices are crazy!" associate's professional response?

Explain the benefits of buying from the store rather than the Internet

Once the customer has expressed their concerns, you should FIRST

repeat the concerns of the customer back

A customer comes in to buy a phone. He objects, stating the price of the phone is too high

Determine if price is the most important factor in the purchasing decision

A customer comes in and says "I can get this for less on the internet. Your prices are outragious". What's your response

explain benefits of buying from the store instead of the internet

A customer comes for the lunch special. Hes allergic to peanuts and asks if the lunch special has any in it

Ask chef to come out and talk to customer

Customer loyalty develops when

customers are satisfied with a product.

A customer needs an electrical adapter. You dont have it in store but you can special order it.

call another store, if they have it you should have it shipped over

Before hanging up the phone, the last thing you should do is ask the customer if they need anything else.

ask the customer if they need anything else

associate is straightening stock during lunch. customers leave and they are trained on register but hasnt done it alone

stop stocking and help cashier bag/find items. get them ready to be rung up

customer calls about internet service but youre not avaliable. you transfer his call but they are unable to help him

tell customer no one can help them. ask for name + number to call back asap

Good customer service is

all about sending the customer away happy

verify the resolution with the customer before you hang up the phone

A customer orders a triple hamburger, but when you come back he says he ordered a single. You know you took it correclty

Apologize for mistake and replace triple hamburger with single hamburger

A frequent customer want to purchase a game cube but the price is too high. You come in and notice its on sale for $150

call customer and let them know the cube is on sale

Your company does sell game cubes but you are currently all out. What should you do?

Tell the customer you are all out.

A supervisor asks you to make imprints of the credit cards so they can collect information. No one else asks this.

Discuss the suspicions with the supervisor

your co-worker just brought lunch and the phone rings. what do you do

answer call and assist customer

You store has a sign that says "you break it you buy it" and a small child runs into a shelf and breaks a bottle

direct customers and employees away from the area

In your store a sign says "please no food+drink", A customers child has a dripping ice cream cone near silk shirts

ask customer kindly to dispose of ice cream + offer to hold his selections

A customer calls and starts to ramble on for ten to twenty seconds at the beginning of the call, in order to help them

Tell them to slow down so you can help them

If the customer does not need your help, you should

tell them where they can find you.

A customer is upset on the phone, you should

Tell how to resolve the concern tell what your doing before doing it.

what is the first thing you should do before transferring customer to another department

ask customer if its ok to put them on hold

customer comes in with an expired coupon but insists he will buy the product if you let him use it. what should you do

say he can use coupon this time but in the future, only before it expires

your company does free shipping for spending $500. A customer only spends 200. Hes mad about paying the 20 for shipping

explain awards program to customer

part of your job is customer service. prior to answering your first call you should

practice using the phone features

A customer bought a firetruck for her son a month ago and the lights dont work. What should the associate say first?

With this toy, its best to check the batteries first. Let me check for you.

A customer is looking for a specific type of computer. you do not sell this type

try to find a company in the area that has what the customer is looking for

A customer is attempting to return a pizza maker. They do not have a receipt. Your store's policy is that you

Tell the customer they can have a store credit.

Customer calls with a complaint about cable and wireless internent service. You recieve the call but cant assist

call dep to explain complaint. tell cust. youre transferring them

You do not sell this specific type of computer. What should you do?

find a company in the area that has what the customer is looking for.

a customer comes to ask questions about a computer. the associate doesnt know the answers but someone comes to help

accept offer for help and listen to the answers for their questions

Your the only cashier working and are waiting on a customer. A new customer enters the store. What should you do first?

Greet new customer tell them you will help them after you finish this sale

If youre not sure what the customers question is, you should say

"okay you recieved your order but it wasnt the right item, is that correct"

A customer wants to buy a new phone with fancy features. She is afraid she'll have trouble learning the features

Show her how to use the fancy features of the phone

A customer says she gets two copies of your stores monthly catalog. Which is an appropriate response

inform marketing and mail departments so customer only gets one catalog

friend comes in wants to talk to you about going to the movies after work. A customer is waiting for you. You should:

Excuse yourself from your friend and assist the customer

You know that for this customer, price is the important factor in the purchasing decision. What should you do first?

Describe the warranty of the product

If you don't know an answer to a customer's question, what should you do?

Ask a co-worker to answer the question and stay to listen to the answer

studbud

Customer service final rest pt 1

67 termsStudBud Administration117 plays

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Questions 67

Answers

1
LAST week wendys ran a $2 special on hamburgers and there was a flyer advertising. a customer now wants the sale price
change price of hamburger to $2
ask a manager what to do
change price of each burger to $2 and remove expired sale sign
refuse to change price of each burger
2
She says she bought it for her son,the lights on the truck do not work. Which of these should the associate say FIRST?
it's always best to check the batteries first. Let me check them for you
Are you sure that you bought it at this store? Do you have your receipt?
We've never had any complaints. What do you think your son did to it?
We've had complaints about that truck.might want to call the manufacturer.
3
customer-"I can get this for a lot less over the Internet. Your prices are crazy!" associate's professional response?
Thank the customer politely for coming into the store.
Return the computer to the case and begin to help another customer
Ask the manger to try to convince the customer to buy in the store.
Explain the benefits of buying from the store rather than the Internet
4
Once the customer has expressed their concerns, you should FIRST
attempt to solve the problem
ask close- ended questions.
repeat the concerns of the customer back
transfer the call to another customer
5
A customer comes in to buy a phone. He objects, stating the price of the phone is too high
Determine if price is the most important factor in the purchasing decision
Determine what phone features are important to the customer
Point out the benefits from buying at your store
Show them a similar product but the price is lower
6
A customer comes in and says "I can get this for less on the internet. Your prices are outragious". What's your response
thank customer for coming into the store
return computer to case and begin to help another customer
ask manager to convince customer
explain benefits of buying from the store instead of the internet
7
A customer comes for the lunch special. Hes allergic to peanuts and asks if the lunch special has any in it
Ask chef to come out and talk to customer
Tell him youre not sure and he should order something else
Ask a co-worker
Tell him there are no peanuts
8
Customer loyalty develops when
customers believe their opinion matters.
customers believe their opinion matters.
prices are as low as possible.
customers are satisfied with a product.
9
A customer needs an electrical adapter. You dont have it in store but you can special order it.
tell them sorry you dont have anything for them
special order adapter and ship it to them overnight
call another store, if they have it you should have it shipped over
have them go to another store
10
Before hanging up the phone, the last thing you should do is ask the customer if they need anything else.
d. make sure the customer has your name.
ask the customer if they are happy with the solution
ask the customer if they need anything else
remind the customer of your store hours
11
associate is straightening stock during lunch. customers leave and they are trained on register but hasnt done it alone
open another register since associate is trained just hasnt done it alone
continue straightening stock
apologize to customers and say manager will be back soon
stop stocking and help cashier bag/find items. get them ready to be rung up
12
customer calls about internet service but youre not avaliable. you transfer his call but they are unable to help him
say no one is available and they can call back later
transfer call to another department and hang up
say theres something wrong with the service because theyre the 5th call
tell customer no one can help them. ask for name + number to call back asap
13
Good customer service is
enough to pass along positive feed back
all about sending the customer away happy
all about bringing customers back
All of the above
14
If you get a new product in, you should.
Both B and C
Read the product manual(b)
Do nothing if you need information about the product you will ask.
Practice using the new product(c)
15
You should always
always follow through if you tell a customer you will do something
All the above
follow-up with the customer to ensure the problem has been solved
verify the resolution with the customer before you hang up the phone
16
A customer wants to purchase a game cube. your store sells them but are currently all out.
tell customer you are all out
try to sell customer the wii
inform customer of your competitors that also sell the game cube
offer to place special order
17
A customer orders a triple hamburger, but when you come back he says he ordered a single. You know you took it correclty
Tell customer hes wrong, you took the order right and he needs to pay
Ignore the customer
Apologize for mistake and replace triple hamburger with single hamburger
Say the cook mustve made a mistake and fix the problem
18
Companies use a ___ to keep track of their customer's information and purchases.
sales receipts
cards
datanase
phone book
19
A frequent customer want to purchase a game cube but the price is too high. You come in and notice its on sale for $150
do nothing-youre sure the customer will know of the sale
call customer and let them know the cube is on sale
20
Your company does sell game cubes but you are currently all out. What should you do?
Try to sell the customer the Wil that also sell the game cube.
Tell the customer you are all out.
Offer to place a special order
Inform the customer of your competitors
21
It is OK to answer your cell phone, if your customer tells you they do not need your help.
True
False
22
A supervisor asks you to make imprints of the credit cards so they can collect information. No one else asks this.
Check with store manager about practice
Discuss the suspicions with the supervisor
Follow instructions only when supervisor is on duty
Ignore suspicions and follow supervisors instructions
23
your co-worker just brought lunch and the phone rings. what do you do
let the call go to voicemail
answer call and attempt to silently eat
answer call and assist customer
answer call and transfer to another department
24
You store has a sign that says "you break it you buy it" and a small child runs into a shelf and breaks a bottle
approach the child and ask open ended questions
direct customers and employees away from the area
let parent know about damage and ask for payment according to policy
calmly clean the spill according to direction on the bottle
25
In your store a sign says "please no food+drink", A customers child has a dripping ice cream cone near silk shirts
call security or manager to deal with customer
tell customer he wont be served until ice cream is out of the store
ask customer kindly to dispose of ice cream + offer to hold his selections
tell customer they have to pay for anything they damage
26
A customer calls and starts to ramble on for ten to twenty seconds at the beginning of the call, in order to help them
Tell them you can't understand anything they are saying
Listen to their concerns until they are done
Tell them to slow down so you can help them
Cut them off and repeat what you think the customer has said so far
27
If the customer does not need your help, you should
smile and walk away from the customer
stand close by the customer, just in case
tell the customer that you are always available if they have any questions
tell them where they can find you.
28
A customer is upset on the phone, you should
Ask the customer to explain the problem
Tell how to resolve the concern tell what your doing before doing it.
Ask if its ok to place them on hold if yes place on hold,search problem
Transfer the customer to another
29
what is the first thing you should do before transferring customer to another department
ask customer if its ok to put them on hold
dial number and verify location
know how to use the phone
dial number and hang up
30
customer comes in with an expired coupon but insists he will buy the product if you let him use it. what should you do
say you will try to get the managers approval to use the expired coupon
let him know its only a $5 savings so whats the big deal
say he can use coupon this time but in the future, only before it expires
tell him you cant accept the coupon so he wont be able to make the purchase
31
Customer service is critical for a business to succeed
True
False
32
your company does free shipping for spending $500. A customer only spends 200. Hes mad about paying the 20 for shipping
explain awards program to customer
give customer free shipping
tell customer hes not entitled to free shipping
get a manager
33
part of your job is customer service. prior to answering your first call you should
memorize your leaders phone extension
practice using the phone features
know what time your lunch is
practice tone of voice
34
Body language is not important when providing face-to-face customer service.
False
True
35
Beverly's new microwave allows her to prepare dinner 10 minutes faster than before. This is an example of a
product cost
service
feature
benefit
36
A customer bought a firetruck for her son a month ago and the lights dont work. What should the associate say first?
We have had lot of complaints. You might want to talk to the manufacturer.
With this toy, its best to check the batteries first. Let me check for you.
We havent had these complaints yet. What did your son do to it?
Are you sure you bought this here? Do you have your receipt?
37
A customer is looking for a specific type of computer. you do not sell this type
tell them everything is wrong with the computer they selected
try to find a company in the area that has what the customer is looking for
try to sell them a different computer
tell customer you dont sell that brand
38
A customer is attempting to return a pizza maker. They do not have a receipt. Your store's policy is that you
Ask your manager
Tell the customer they can have a store credit.
Tell customer they can not return the product unless they have receipt.
39
Customer calls with a complaint about cable and wireless internent service. You recieve the call but cant assist
call dep to explain complaint. tell cust. youre transferring them
you transfer the call to another department and hang up
let customer know there is no avaliable way to help them
tell customer theres something wrong because you got 5 other complaints
40
You do not sell this specific type of computer. What should you do?
find a company in the area that has what the customer is looking for.
Try to sell the customer a different computer.
Tell the customer you don't sell that brand.
Tell the customer everything that is wrong with the computer they selected.
41
a customer comes to ask questions about a computer. the associate doesnt know the answers but someone comes to help
politey refuse help and try to answer questions anyway
accept offer for help and listen to the answers for their questions
ignore associate who came to help, they probably just want commision
let second assoicate help them and look for a new customer to help
42
Your the only cashier working and are waiting on a customer. A new customer enters the store. What should you do first?
Finish the sale of the customer new customer will ask for help
Greet new customer tell them you will help them after you finish this sale
Finish the customer you are with and then greet the new customer
Ask another salesperson to come help you.
43
If youre not sure what the customers question is, you should say
"okay you recieved your order but it wasnt the right item, is that correct"
"I dont understand, could you repeat your problem"
"I dont think I can help you, let me transfer you to someone who can"
"Im sorry I cant help you. Perhaps you need to come in"
44
When speaking on the phone, the ___ of voice is always important.
Tone
Pitch
45
A customer wants to buy a new phone with fancy features. She is afraid she'll have trouble learning the features
Agree with her and let her walk away from the sale
Show her how to use the fancy features of the phone
Show her a model with less features
Tell her it is so easy anyone can learn
46
What personality attribute or characteristic is the most important when a customer is upset?
Empathy
Integrity
Persistence
Motivation
47
A customer says she gets two copies of your stores monthly catalog. Which is an appropriate response
all above responses are appropriate
tell them to throw away or recycle one of the catalogs
inform marketing and mail departments so customer only gets one catalog
give customer a 10% discount on next purchase, apologize for inconvenience
48
Follow up can occur
after a sale only
all of the above
after a non sale only
before a sale only
49
friend comes in wants to talk to you about going to the movies after work. A customer is waiting for you. You should:
walk away so you can finish your conversation with your freind
finish your conversation with your friend
Let another co-worker help the customer
Excuse yourself from your friend and assist the customer
50
You know that for this customer, price is the important factor in the purchasing decision. What should you do first?
Tell the customer he can put it on their store credit card.
Describe features of product to justify price of expensive product.
Show the customer a less expensive model that will fit their needs
Describe the warranty of the product
51
If you don't know an answer to a customer's question, what should you do?
Make something up.
Ask a co-worker to answer the question and stay to listen to the answer
Ask a co-worker to explain leave before you hear the answer
Tell the customer you don't know
52
Your store has a policy of of matching the sale price of a competitors ad. A man brings an ad but its not brand specific
Honor the ad price
Tell customer you are all out of 3" paint brushes
Tell customer sorry you cant honor sale price because its a cheaper brand
Go ask manager what to do
53
When a customer enters the store, you should run to another location.
greet the customer
stand close by the customer
wait for the customer to come to you
you should run to another location.
54
Once you have the customer on hold, what steps should you take BEFORE you transfer the customer to another department?
dial the number, verify the department,
dial the number and verify the explain the customer's issue department
dial the number and hang up
Ask the customer if it is ok if you place him on hold
55
It is a slow day at the office. What should you do first?
Train yourself on new equipment that has sale items. come in
Call customers to inform them of your sale items
Read a manual
Sit down and relax.
56
What is the easiest way to investigate competition
review store ads
review the competitors web sites
there isnt a reason to investigate
go to competitors store
57
what personality attribute or characteristic is the most important when a customer is upset
empathy
integrity
motivation
persistence
58
A customer objects to everyone of your questions. How should you proceed?
Keep offering suggestions in hopes of getting it right
Ask open ended questions to determine customers needs
Ask closed ended questions
Tell customer you are unable to help them
59
A customer objects to high price of product. You know price is the most important purchasing factor for them
tell them they can put in on their store credit card
show customer a less expensive model that fits their needs
describe features of product to justify price
describe products warranty
60
Phone customer service: once they have expressed their concerns you should FIRST
ask closed ended questions
repeat concerns of customer back to them to ensure you understand
attempt to solve the problem
transfer call to another representative
61
Your should never
follow up with customers concern
take blame for the mistake
attempt to solve customers problem
blame the customer
62
A customer is questioning the price of a product. They think its too high and are objecting to the cost
say they can bring it back of they dont like the item
show customer lower priced products
tell them they can purchase on store credit
compare features+benefits of high price product to lower price products
63
"would you like a red or black phone"? this is an example of an open ended question
False
True
64
When a customer enters your work space, you should do all of the following EXCEPT
Make eye contact
hover over the customer
smile encouragingly.
display a caring attitude.
65
Customer wants to buy hand tool. "Im concerned ive never heard of this brand of tools I really like craftsmen tools"
discuss warranty information
tell customer you think craftsman tools are the best too
discuss with customer the product features and benefits
show customer product manual
66
customer complains about getting mushrooms on his pizza but he doesnt have time to come back for the right one
tell them to pick the mushrooms off
offer to deliver another pizza and refund his money
tell customer it wont happen again
offer to make a note and next pizza will be free
67
your store has had a safety recall on microwaves; it says it will catch on fire if used to cook for more than 10 minutes
call customers and tell them not to use microwave for more than 10 minutes
throw recall notice in the trash
begin to call customers who purchased product and inform them of the recall
you should do nothing, the customer will call if there's a problem

Customer service final rest pt 1 Flashcards | StudBud