Customer Service Ch 3

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1.
1 point
If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:
2.
1 point
A customer says “I like this dress, but it is really more than I should spend. I’m just not sure.” You response to this should be:
3.
1 point
If you do not have business cards, you can help the customer remember you by:
4.
1 point
Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future.
5.
1 point
Loyalty programs
6.
1 point
Showing respect for a customer’s business card means you should:
7.
1 point
The best way to talk to a new customer is to:
8.
1 point
Turn your phone interaction into a loyal customer by:
9.
1 point
If you are making a follow-up call, it’s a good idea to call during the dinner hour to make sure you contact the customer on the first try.
10.
1 point
If you find yourself having to resolve a very difficult issue, you may want to:
11.
1 point
In your client record system, you should record:
12.
1 point
You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.
13.
1 point
Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates.
14.
1 point
If your company does not supply business cards, you should:
15.
1 point
Which of the following are good reasons to ask customers for their business cards?
16.
1 point
Which of the following are examples of open-ended questions?
17.
1 point
What is not something you should do if you get paid with counterfeit money.
18.
1 point
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
19.
1 point
What should a salesperson ask of a satisfied customer to help increase their future sales?
20.
1 point
If a dress costs $100, but is on sale for 10% off the price after the discount would be
21.
1 point
Which of the following statements best describes why a client record system is called a “living” record?
22.
1 point
The warranty is an excellent tool for you to use to:
23.
1 point
Which of the following items would NOT be an appropriate finishing touch to your service?
24.
1 point
When balancing service between phone customers and those you may already be helping in the store, you should:
25.
1 point
You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.
26.
1 point
Which of the following are appropriate reasons for following up with a customer?
27.
1 point
When customers return merchandise, you should:
28.
1 point
Keeping records about customer preferences:
29.
1 point
If Mary’s monthly sales goal is $2000 and there are 4 weeks in the month her weekly sales goal would be
30.
1 point
As a sales associate, your goal is to:
31.
1 point
Your business card or the sales receipt is a good place to make notes for a customer regarding:
32.
1 point
Referring a customer to a competitor will likely result in:
33.
1 point
When the customer presents you with a problem, you should ask her:
34.
1 point
In the customer pyramid, customers in the lead segment get their name from
35.
1 point
Creating customer loyalty is rewarding for:
36.
1 point
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
37.
1 point
If a customer’s business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted.
38.
1 point
When leaving phone messages for customers, you should let them know if it is important for them to call you back.
39.
1 point
When a customer is making a return it is a good idea to
40.
1 point
When following up with a customer it is important to