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Build a Continuing Relationship
Quiz by Bernice Broussard
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25 questions
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- Q1When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:A cup of coffeeService with a smileAn excuse for the product's failure5s
- Q2As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.TrueFalse5s
- Q3The warranty is an excellent tool for you to use to:Explain your company's return policyAll of theseProve that your company has the best priceReassure the customer about a product's quality.5s
- Q4If your company does not have a manual that describes all the major product warranties, you should:Avoid talking about warranties with your customersCreate your own by making copies of the various product warranties and related informationDecide on a general, neutral comment you can make if customers ask you about a warranty5s
- Q5If 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.FalseTrue5s
- Q6Explain all warranty conditions to your customer at the time of purchase.TrueFalse5s
- Q7When 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 purchasesTel him you do not make exceptionsCheck with your immediate supervisor or manager5s
- Q8When customers return merchandise, you should:Make sure they have a good reason for doing soTreat them with the same respect you would if they were making a purchaseNot worry about how you treat them, because you don't want them to come back again5s
- Q9The company's return policy should always be clearly displayed in writing.FalseTrue30s
- Q10If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.FalseTrue30s
- Q11Even 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 sampleAgree with him that the product is defective and should be replaced, but tell him that the store won't let you do anything about itDo what the customer asks; management will have to support your decision.30s
- Q12Which 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
- Q13Customer complaints should be welcomed because they provide an opportunity to:Learn about problems so improvements can be madeLearn who the potential "problem customers" areDo something different for a changeGet customers back to the store so they'll buy more5s
- Q14When using the T.H.A.N.K.S. method, "T" stands for "Thank the customer for bringing the problem to your attention."FalseTrue30s
- Q15When 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."TrueFalse30s