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

Ask the customer how he/she would like to communicate

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

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

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?

Which of the following items would NOT be an appropriate finishing touch to your service?

thanking a customer for letting you help him select a gift for his wife

If store does not offer particular product customer wants, first option should always be to

Suggest alternatives that your store does carry

Projecting a professional and friendly image includes:

Behaving in an alert and courteous manner

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

To save time and effort for items themselves

Which of the following statements best describes why a client record system is called a “living” record?

You should constantly refer to it and update it with new information

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

Make some comment to indicate you have read it

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

Resources in and near you store

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

What features are important to you?

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

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

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

make a note in your client record system

You can best determine the customer's needs by gathering information through careful observaton and by:

Asking the customer thoughtful questions

If your company does not have a manual that describes all the major product warranties, so:

Create yours by making copies of various product warranties

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

Reassure the customer about a product’s quality

When customers return merchandise, you should

treat them same respect as if making a purchase

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.

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

A person approaches you and tells you of many complaints he has about your department.

Check into the legitimacy of the complaints.

Keeping records about customer preferences:

Can help you provide more personalized service to returning customers

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

Shows a professionalism that builds customer loyalty

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

You located an item he has been looking for

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

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

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.

How would you handle a situation where a customer wants a brand that you don’t carry?

Get permission from him to show the items you do have that meet his needs

You overhear your boss giving a client the wrong name of a person to contact for some information. What should you do?

Give the individual the correct name, and explain that to your boss

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

Listen carefully for clues about the customer's preference

An irate caller reaches you and starts berating your company's service. You should:

Listen carefully to the caller, take their number and call back to resolve

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Customer Service Comprehensive

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Questions 99

Answers

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

Customer Service Comprehensive Flashcards | StudBud