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Build a Continuing Relationship

Quiz by Bernice Broussard

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25 questions
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  • Q1
    When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
    A cup of coffee
    Service with a smile
    An excuse for the product's failure
    5s
  • Q2
    As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
    True
    False
    5s
  • Q3
    The warranty is an excellent tool for you to use to:
    Explain your company's return policy
    All of these
    Prove that your company has the best price
    Reassure the customer about a product's quality.
    5s
  • Q4
    If your company does not have a manual that describes all the major product warranties, you should:
    Avoid talking about warranties with your customers
    Create your own by making copies of the various product warranties and related information
    Decide on a general, neutral comment you can make if customers ask you about a warranty
    5s
  • Q5
    If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
    False
    True
    5s
  • Q6
    Explain all warranty conditions to your customer at the time of purchase.
    True
    False
    5s
  • Q7
    When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
    Make the exception, but only if the customer promises to make additional purchases
    Tel him you do not make exceptions
    Check with your immediate supervisor or manager
    5s
  • Q8
    When customers return merchandise, you should:
    Make sure they have a good reason for doing so
    Treat them with the same respect you would if they were making a purchase
    Not worry about how you treat them, because you don't want them to come back again
    5s
  • Q9
    The company's return policy should always be clearly displayed in writing.
    False
    True
    30s
  • Q10
    If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.
    False
    True
    30s
  • Q11
    Even if your company's return policy restricts what you can do for the customer, you should:
    Consider alternatives, such as offering a discount coupon or a free sample
    Agree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about it
    Do what the customer asks; management will have to support your decision.
    30s
  • Q12
    Which of the following might be acceptable techniques for directing a customer to the Customer Service Department?
    "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, but I can't leave this area unattended at the moment./"Someone in Customer Service can help you with that, I'll show you the way."
    You'll have to take this to Customer Service; I can't help you here."
    Customer Service is on the third floor; take the elevator to get there.
    30s
  • Q13
    Customer complaints should be welcomed because they provide an opportunity to:
    Learn about problems so improvements can be made
    Learn who the potential "problem customers" are
    Do something different for a change
    Get customers back to the store so they'll buy more
    5s
  • Q14
    When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention."
    False
    True
    30s
  • Q15
    When using the T.H.A.N.K.S. method, "A" stands for "Appear interested in the problem, but excuse yourself if another customer comes in."
    True
    False
    30s

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