Chapter 2 - Customer Service (Part 2)
Quiz by La Quinta Beavers
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25 questions
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- Q1The company's return policy should always be:clearly displayed in writing and mentioned by the employeementioned by the employee onlykept secret30s
- Q2Even if your company's return policy restricts what you can do for the customer, you should:Do what the customer asks; management will have to support your decisionConsider 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 it30s
- Q3Which of the following might be acceptable techniques for directing a customer to the Customer Service department?A. "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."D. Both A and CC. "Someone in Customer Service can help you with that; I'll show you the way."B. "You'll have to take this to Customer Service; I can't help you here."30s
- Q4Customer complaints should be welcomed because they provide an opportunity to:Get customers back to the store so they'll buy moreLearn who the potential "problem customers" areLearn about problems so improvements can be madeDo something different for a change30s
- Q5Which options sounds best when dealing with a customer complaint?Know when to give in to the customer's demandsKeep asking what the customer wants, even when the solution is obvious to youKeep the customer from asking for a refundKnow a solution if the customer does not suggest one30s
- Q6If a customer becomes abusive, you should probably:Contact your managerTell him he is being abusive and call securityRefund his money immediately30s
- Q7When the customer presents you with a problem, you should ask her:How she would like the situation solvedWho is at fault in the situationIf she shops at your store on a regular basis30s
- Q8If you find yourself having to resolve a very difficult issue, you may want to:Get help from a more senior employeeAsk the customer to come back another timeTell the customer that he is being unreasonable30s
- Q9As a sales associate, your goal is to:Decide who's right or wrongKeep the customer coming backKeep the returns to a minimum30s
- Q10Showing the customer that you and your store stand behind the products and services you sell:Shows a professionalism that builds customer loyaltyEncourages customers to return items more frequentlyLimits the profit on some items30s
- Q11When customers come to you with complaints, you need to:Listen carefullyBe patientGet informationAll of these30s
- Q12Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:Free coffee and doughnuts, and a clean restroomAn enjoyable atmosphere and super serviceSales associates who look snazzy and take turns helping customers30s
- Q13Small kindnesses to your customers may include:Bringing merchandise to an older or disabled customer while he sits downAll of theseConsolidating many small packages into one large shopping bagLetting the customer make a local call to verify appropriateness or preference30s
- Q14To assist your customer in a personal way, you should become familiar with:Resources in and near your storeTheir relatives, special friends, and loved onesEntertainment centers and movie theaters in the district30s
- Q15In preparing a resources list for your customers, you should consider including:All of theseLocal companies that have complimentary services tot he products you sellInformation about companies you recommend, such as repair shopsPhone numbers that customers have requested in the past, such as a taxi service30s