Customer Service Certification 100% verified questions and answers.

Customer Service Certification 100% verified questions and answers. 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? A. Ignore her and continue to assist the client. B. Say, "Now Mrs. W., I said I'd be with you as soon as I could. Now please let me finish." C.Ask another employee to help the client while you escort Mrs. W. to a room away from the public area. D.Get on the phone and request assistance from a department administrator. - correct answers. A customer approaches the service desk with a toy doll. She says 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? A. Are you sure that you bought this doll at this store? Do you have your receipt? B. We've had a lot of complaints about this doll. You might want to contact the manufacturer. C. We've never had any complaints about this doll before. What do you think your niece did to it? D. With this kind of toy, it's always best to check the batteries first. Let me check them for you. - correct answers. How soon upon a customer's arrival into your store should you, the sales associate, greet the customer? - correct answers.30 Seconds Creating customer loyalty is rewarding for: A. The store B. The sales associate C. The customer D. All of the above - correct answers. Managers who hire sales associates say that they value retail workers for their: A. Capacity to work alone B. Composure under pressure C. Ability to focus on a single task D. Willingness to "step back" - correct answers. A customer comes into your store and you greet them. Now that you've make a connection, what is your next challenge? A. Determine exactly what the customer needs. B. Ask how much money he/she plans to spend. C. Ask if he/she has shopped in the store before. D. Find out how much time he/she has to shop. - correct answers. 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 to continue to look at other car options. What is your best response to her? A. I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me. B. 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. C. I'm sorry. I don't have a business card, but if you will give me yours, I'll be glad to call you to see if you have other questions.