MERA CUSTOMER SERVICE 51-75 Questions and Answers 100% correct

MERA CUSTOMER SERVICE 51-75 Questions and Answers 100% correct When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: Service with a smile A customer approaches the service desk with a toy doll. she say that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST? With this kind of toy. its always best to check the batteries first. Let me check them for you. The warranty is an excellent tool for you to use: Reassure the customer about a product's quality. If your company does not have a manual that describes all the major product warranties, you should Create your own by making copies of the various product warranties and related information Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare? Demonstrate the elliptical machine in the store with customers until she is familiar with its features. An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should: Listen carefully to the caller, Take their number, and promise to get the appropriate person to call back to resolve any issues When your customer asks you to make an exception to the company policy regarding warranties, you should probably: Check with your immediate supervisor or manager When customers return merchandise, you should: Treat them with the same respect you would if they were making a purchase A customer comes into your store with an ad from another store shower its advertised price which is lower than your price. As a sales associate, what should you do first? Refer to your store's policy on meeting competitor's ads Managers who hire sales associates say that they value retail workers for their: capacity to work alone 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 Which of the following might be acceptable techniques for directing a customer service department ? A and c Customer complaints should be welcomed because they provide an opportunity to: learn about problems so improvements can be made A customer calls and has some technical questions about a product with which you are not completely familiar. you should: transfer his call to someone who is knowledgeable in that area. You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do? Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information. Which of the following is a benefit of an ink jet printer? Will save the customer money on ink because it has a special ink-saving technology As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do? Ask another employee to help the client while you escort Mrs. W . to a room away from the public area. If a customer becomes verbally abusive, you should first: Contact your manager When the customer presents you with a problem, you should ask her: How she would like the situation solved If you find yourself having to resolve a very difficult issue, you may want to: Get help from a more senior employee What are the best kinds of questions to ask to a customer to encourage conversation? Open-ended As a sales associate, your goal is to: Keep the customer coming back You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided ton continue to look at other car options. What is your best response to her ? I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions. Showing the customer that you and your store stand behind the products and services you sell: Shows a professionalism that builds customer loyalty