Acting as a personal shopper:

Can add interest and challenge to your job

A customer walks into the office and asks for the deadline to file a permit application.

Inform the person that you don't know but will find out.

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

Writing “thank you” on the sales receipt and signing your name

when fitting the products to the customer, you should:

ask questions that will help her define the right fit

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

how she would like the situation solved

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

get help from a more senior employee

Which of the following phrases might be appropriate when discussing clothing size with your customer?

Have you worn this brand before? What size was most comfortable for you?

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

“Know a solution if the customer does not suggest one”

Referring a customer to a competitor will likely result in

Thecustomer seeking you out for future needs

If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and

That the delivery people were courteous and careful.

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

Consider alternatives, such as a discount coupon or sample

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service

A new customer comes into your department, but you are helping another customer. You should:

Acknowledge the new customer with eye contact and a comment

Customer calls and has some technical questions about a product you are not familiar you should

Transfer his call to someone who is more knowledgeable

To keep the lines of communication open, the best questions to ask:

Begin with who, what, where, when, how,or why

When balancing service between phone customers and those you may already be helping in the store, you should:

Excuse yourself from in-store customer, say you’ll be right back, answer.

Communication is important. When providing service to a person who is hearing impaired:

Ask the customer how he/she would like to communicate

Projecting a professional and friendly image includes:

Behaving in an alert and courteous manner

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

Check to make sure creating your own will not violate company policy

studbud

Customer Service Comprehensive

99 termsStudBud Administration259 plays

Imported from external platform

Flashcards99 cardsFPractice quizPHost liveL

Questions 99

Answers

1
When customer asks you to make an exception to company policy on warranties, you should
make the exception, but only if they buy additional items
check with your manager
tell him you do not make exceptions
refer the customer to a co-worker
2
Once you have sent the product out for repair or ordered a replacement, your work is finished.
True
False
3
Acting as a personal shopper:
Can add interest and challenge to your job
Does not require any special skills or talents
Avoided since it takes you away from other customers
4
A customer walks into the office and asks for the deadline to file a permit application.
Inform the person that you don't know but will find out.
Refer the person to your supervisor
Tell the person what you think the answer might be.
Say you aren't allowed to give out that info to the public
5
If you do not have business cards, you can help the customer remember you by:
Asking the customer for something on which to write your name and number
Writing “thank you” on the sales receipt and signing your name
Using your own name often in the conversation
Telling the customer how many sales awards you have won
6
If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you make contact.
False
True
7
Turn your phone interaction into a loyal customer by:
All of the above
Mentioning services he may not be aware of
Offering to ship items directly to the customer
Letting the customer know about sales events
8
Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations
True
False
9
when fitting the products to the customer, you should:
wait till the customer picks out the right size
select the approximate size you believe that she is
ask questions that will help her define the right fit
Correct her if she tells you the wrong size
10
To speed up the cs process, you should inter. more with the accomp. able person than with the shopper with disabilities
True
False
11
When a customer presents you with a problem, you should ask her:
ask the customer to come back another time
if she shops at your store on a regular basis
who is at fault in the situation
how she would like the situation solved
12
Any personal information a customer gives you becomes public and you may share it with others.
False
True
13
To help build customer loyalty, you should:
Make exceptions, but be sure to let customer know that it is an exception
Not disappoint a customer by telling him when you cannot make an exception
A and C
Be clear on what you promise; do what you say; make notes to remember
14
Most customers respond favorably to the hard sell technique because it shows them your belief in the product.
True
False
15
If you find yourself having to resolve a very difficult issue, you may want to:
tell the customer that he is being unreasonable
ask the customer to come back another time
get help from a more senior employee
16
If you are shipping an item, it may be appropriate to enclose a thank you note
False
True
17
Best way to create customer loyalty is to listen carefully & respond to the customer’s needs
False
True
18
By becoming an expert at special orders, you may benefit by:
All of the above
Learning more about the products you sell
Learning more about customer needs and interests
Getting to know people in other departments
19
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
How big are you?
Have you worn this brand before? What size was most comfortable for you?
You wear a bigger size on the bottom than on the top.
20
When giving service to person with developmental disabilities, it's helpful to explain complex tasks one step at a time.
False
True
21
When using the T.H.A.N.K.S. method, “K” stands for:
“Keep the customer from asking for a refund”
“Know when to give in to the customer’s demands”
“Know a solution if the customer does not suggest one”
“Ask what the customer wants, even if a solution is obvious”
22
Creating customer loyalty is rewarding for:
A. The customer
A. The sales associate
A. The store
A. All of the above
23
It is appropriate to call the competition to make sure they carry item the cust. is looking for
true
false
24
As a sales associate you can help build trust by making sure customers understand the product
True
False
25
You should record basic information that allows you to stay in touch with customers
True
False
26
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A cup of coffee
An excuse for the product's failure
Give them a new one of the same product
Service with a smile
27
When leaving phone messages for customers, let them know whether it is important for them to call you back or not.
True
False
28
Small kindnesses to your customers may include:
Telling a customer about a lounge where she may tend to her baby's needs
Bringing merchandise to an older or disabled customer while he sits down
Consolidating many small packages into one large shopping bag
All of the above
29
Referring a customer to a competitor will likely result in
The customer never returning to your store
Noneof the above
A lost sales opportunity for you
Thecustomer seeking you out for future needs
30
Match your store services with customers by paying attention to customer’sneeds and interests
False
True
31
If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and
If the customer has any friends that might like the item.
That the delivery people were courteous and careful.
If the customer really liked the deal you gave him.
32
Even if your company's return policy restricts what you can do for a customer, you should:
Do what the customer asks; management will have to support
Agree that product is defective but too bad
Consider alternatives, such as a discount coupon or sample
33
According to market research, what percentage of customer are likely to spend more is sales on
45%
25%
40%
32%
34
In preparing a resource list for your customers, you should consider including:
Local companies have extra services to products you sell
Phone numbers customers have requested in the past
All of these are correct
Information about companies you recommend
35
If a customer walks directly to an item, this may indicate that he:
Just wants to look at the item and has no interest in buying
Knows what he wants and would probably appreciate quick, efficient service
Is looking for the least expensive brand
Is in a hurry and doesn’t want any attention from you
36
A new customer comes into your department, but you are helping another customer. You should:
Acknowledge the new customer with eye contact and a comment
Focus all your attention on your current customer
Let the new customer wait his turn
help the customer who looks like they will spend the most
37
Customer calls and has some technical questions about a product you are not familiar you should
Ask him why he is being so inquistive
Pretend that you know what you are talking about
Tell him to call back tomorrow
Transfer his call to someone who is more knowledgeable
38
If you don't have a warranty manual available or are unsure about a warranty answer, ask co-workers or your supervisor.
True
False
39
If a customer becomes abusive, you should probably:
Contact your manager
Refund his money immediately
Tell him he is being abusive and call security
40
The company's return policy should always be clearly displayed in writing
True
False
41
To keep the lines of communication open, the best questions to ask:
Are direct and to the point
can be quickly answered with a “yes” or a “no
Are structured to save the customer’s time
Begin with who, what, where, when, how,or why
42
When balancing service between phone customers and those you may already be helping in the store, you should:
Move your in-store customer by phone and help both customers at same time.
Excuse yourself from in-store customer, say you’ll be right back, answer.
Tell your in-store customer that she should look around while you answer.
Wait on the in-store customer and ignore the phone until you have time.
43
If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you make contact.
False
True
44
You keep client records up-to-date & notify customers of merchandise you know interest to them.
True
False
45
Communication is important. When providing service to a person who is hearing impaired:
Pawn it off to another sales associate
Speak as loudly as you can
Ask the customer how he/she would like to communicate
Yell in his/her ear
46
What portion of the general population may have disabilities which are not obvious?
two-thirds
one-third
one-half
one-fourth
47
Projecting a professional and friendly image includes:
Shaking the hand of each customer
Stand behind cash reg and wait for the cust to come to you
Dressing in expensive, professional looking clothing
Behaving in an alert and courteous manner
48
If you schedule a personal shopping appointment, it would be a good idea to:
keep your appointment book with you at all times
all of the above
call & confirm the appointment the day before
set aside some items you think the customer will like
49
If your company does not supply business cards, you should:
Tell customers your name and number and offer them a pen to write it down
Tell customers that they can find the store number in the phone directory
Check to make sure creating your own will not violate company policy
Tell the customer that the company is too cheap to give you business cards
50
Customer said "No, thank you" when you offered your help. Your next step is to back off/ alert
True
False
51
Your business card or the sales receipt is a good place to make notes for a customer regarding:
All of these
An upcoming sale
The date a special order is due
Your work schedule so the customer can contact you in the future
52
It is impt. to build a relationship with your cust. In the first few seconds after you notice the cust's arrival, you:
Make sure your clothes are neat and you look profssional
Find your sales book and get it ready for your next sale
Tidy up the product display before showing it to the customer.
Greet the cstomer and make him feel welcome.
53
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
Good inventory and easy checkout
Free coffee and doughnuts
Sales associates who look snazzy and take turns helping customers
54
Showing respect for a customer's business card means you should:
Never write on it
Make some comment to indicate you have read it
Ask them if you canput in the bowl for drawing prizes
Put it in your purse or wallet for safe keeping
55
As a sales associate, your goal is to:
Decide who’s right or wrong
Keep the customer coming back
Increase sales for your store
Keep the returns to a minimum
56
You should allow customers with disabilities to express their own needs and limits.
False
True
57
As a customer service professional, the best way to remember regular customers is to keep a written record?
True
False
58
Which of the following statements best describes why a client record system is called a “living” record?
It should be accessible to anyone who wants to read it
You should constantly refer to it and update it with new information
You keep it as long as the customer remains a customer of the store
You spend more time maintaining your records than you do serving customers
59
In your client record system, you should record:
customer interests
customer purchases
all of these
follow-up activities
60
If a customer's business card includes a pager, e-mail address, or fax number, ask how he would prefer to be contacted
False
True
61
Personal shopping services may be appropriate for which of the following customers:
A shopper who asks you to help select gifts for the holidays
Customer who is in a hurry and doesn't have time to look
A shopper who says he/she just wants to browse
Both 2 and 3
62
Three ways to create a positive impression of you and the store include:
Assuring the cutomer that he is the expert
Complimenting the customer's taste
All of the above
Indicating that based on your expertise, his purchases are worthwhile
63
Which of the following steps will help you keep commitments to customers?
calling customers back in a timely manner
calling back only when you can find requested item or info
promising customers you will find the items they request
stop what you're doing to take care of phone cust requests
64
You can best determine the customer's needs by gathering information through careful observaton and by:
Deciding the type of products you think the customer should buy
Asking the customer thoughtful questions
Studying literataure about products you sell so you can answer questions
Telling the customer everything you know about your products
65
You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
False
True
66
Which of the following are examples of open-ended questions?
Is this all for you today?
Do you like blue or brown?
What features are important to you?
Can I help you?
67
The best way to talk to a new customer is to:
Convince her that you know what is best for her to buy
Interact as if you are old friends
Flatter her—tell her she looks great
Match what you say and your tone of voice to her personality
68
Keeping records about customer preferences:
Can help you provide more personalized service to returning customers
Will make customers suspicious of your ability to remember details
Requires an expensive computer system
69
You should acknowledge customers with disabilities by making eye contact and smiling.
False
True
70
Your manager should warn you in advance if you will be giving service to a customer with significant disabilities:
True
False
71
If store does not offer particular product customer wants, first option should always be to
Inform him of the drawbacks of the product he is seeking
Convince the customer he doesn’t need it anyway
Immediately refer him to a competitor
Suggest alternatives that your store does carry
72
Which of the following items would NOT be an appropriate finishing touch to your service?
Give the customer your business card & encourage him to return to the store
thanking a customer for letting you help him select a gift for his wife
Call the customer to make sure he is satisfied with his purchase
Send a handwritten note thanking the customer for his business
73
Which of the following are appropriate reasons for following up with a customer?
You want to know why he didn't come in for a special sale
You are curious to know if his wife liked the gift he bought
You haven't seen him in a while and wonder if he is upset
You located an item he has been looking for
74
If providing service to customers with disabilities, do not provide help unless requested.
False
True
75
Your ultimate goal as a sales associate is to?
satisfy the customer
be the top sales associate in your department
provide service to as many customers as you can
meet your quota each month
76
When customers return merchandise, you should
treat them same respect as if making a purchase
not worry about how you treat them
make sure they have a good reason
not ask any questions and just return their money
77
If an item is being shipped, you might call the customer to be certain it was delivered on time, in good condition and:
That the delivery people were courteous and careful
Ifthe customer has any friends that might like the item
Ifthe customer really liked the deal you gave him
78
One of the most important skills in being a personal shopper is to:
Convince the customer to follow your advice
Listen carefully for clues about the customer's preference
Always guess correctly at what the customers wants
79
When customers request any of the service "extras" your store offers:
tell them to wait until you have enough time
make a note in your client record system
tell them they'll have to contact CS for more information
80
Which of the following are acceptable ways to ask a customer's permission to provide options?
is there anything else you were looking for?
we don't carry that specific brand, but may I suggest....
we don't recommend that item. May I show you something else?
is that the only brand you were interested in?
81
How would you handle a situation where a customer wants a brand that you don’t carry?
Tell him you don’t carry that brand then excuse yourself to serve others
Convince him that your brands are better
Tell him that he won’t find anything better than what you have
Get permission from him to show the items you do have that meet his needs
82
You should make sure that in your absence other sales associates don't have access to info about your special orders
False
True
83
A Sales associate, can influence a shopper's decision to return to your store by making shopping a enjoyable experience
False
True
84
To assist your customers in a personal way, you should become familiar with:
Entertainment centers and movie theaters in the district
Resources in and near you store
Dining and Day care near the store
Their relatives, special friends, and loved ones
85
A person approaches you and tells you of many complaints he has about your department.
Check into the legitimacy of the complaints.
Regard the complaints as accurate and take steps to correct.
Ask for advice from your supervisor
Assume that his is just blowing off steam and ignore.
86
If your company does not have a manual that describes all the major product warranties, so:
Open up the package and read the warranty to them
Create yours by making copies of various product warranties
Decide on a general, neutral comment
Avoid talking about warranties with your customers
87
Which of the following might be acceptable techniques for directing a customer to the CS dept?
"You'll have to take this to Customer Service;I can't help"
A and C
"Customer Service is on the third floor"(provide directions)
"Someone in CS can help you; I'll show you the way"
88
When customers come to you with complaints you need to:
Listen carefully
Be patient
All of the above
Get information
89
The warranty is an excellent tool for you to use to:
Explain your company’s return policy
Reassure the customer about a product’s quality
Prove that your company has the best price
All of the above
90
Showing the customer that you and your store stand behind the products and services you sell:
Encourages customers to return items more frequently
Limits the profit on some items
Shows the customer that you are a talented sales associate
Shows a professionalism that builds customer loyalty
91
Customer complaints should be welcomed because they provide an opportunity to:
Get customers back to the store so they’ll buy more
Learn about problems so improvements can be made
Do something different for a change
Learn who the potential “problem customers” are
92
Which of the following are good reasons to ask customers for their business cards?
To learn more about them to suggest items they can afford
To build up your client records w/names of customers
So you can claim these customers as your own
Customers show interest in an upcoming event&offer to remind
93
If the customer isn't shopping alone, you can include the rest of the party by:
telling children to behave while parent makes decision
offering services (a chair or coffee) to those in the party
suggesting the cust. might want to make this decision alone
reminding the customer of the kids zone area
94
When customers enlist you as their personal shopper, they probably should expect:
To save time and effort for items themselves
Special discounts
You to be available at all times
95
Should you go out of your way to a make customers with disabilities feel like they don’t have to do anything.
Yes
No
96
An irate caller reaches you and starts berating your company's service. You should:
Completely avoid talking about the specific product and change the topic
Listen carefully to the caller, take their number and call back to resolve
Take the offensive when he brings up the issue and tell him he is wrong
Just listen - you can't please everyone.
97
When working with customers with disabilities be sure to take your time, be patient, and:
Speak loudly, using a lot of hand gestures
Let the customer help you understand his needs
When you can, make decisions for the customer
98
A good reason for creating an opening for discussion is to:
Get to know what the customer wants
none apply
Break down the customer’s sales resistance
Convince the customer how much you know about the product
99
You overhear your boss giving a client the wrong name of a person to contact for some information. What should you do?
Do not get involved in the situation.
Quickly take your boss aside and provide the correct name.
Give the individual the correct name, and explain that to your boss
Wait until the client leaves, and then tell your boss with the correct name

Customer Service Comprehensive Flashcards | StudBud