Customer Service Test Questions and Answers Already Passed

Customer Service Test Questions and Answers Already Passed What is a good reason for creating an opening for discussion? to know the customer wants What percentage of customers are likely to spend more if the sale associate is helpful? 45% What is the ultimate goal as a sales associate? satisfy the customer What is an example of an open-ended question? "what features are important to you" and other questions that aren't one or short answer How would one handle a situation where a customer wants a brand that you don't carry? get permission from the customer to show the items you do have that meet his needs How does one project a profession and friendly image based on behaving? behaving in a alert and courteous manner What does it mean if a customer walks directly to an item? knows what they want and would probably appreciate quick, effective service One can determine the customer's needs by gathering information through careful observation and what else? asking the customer thoughtful questions What are the best questions ask to keep the lines of communications open? begin with "who, what, where, when, how or why" What should one do when a customer requests any service "extras" your store offer? make a note in client record system so you can provide more personalized service when the customer returns in the future What portion of the general population may have disabilities which are not obvious and may be difficult to perceive? two-thirds of the population TRUE OR FALSE: Your manager should warn you in advance if you will be giving service to a customer with significant disabilities false What should you do when balancing service between phone customers and those you may be helping in store? excuse yourself courteously from your in-store customer saying that you will be right back and answer the phone TRUE OR FALSE: if you are shipping an item, it may be appropriate to enclose a "Thank You note" with your business card attached True What will help you keep commitments to your customers? (over the phone) call customers back in a timely manner What can the warranty reassure for the customer? reassures the customer about a product's quality What should you do if your company doesn't have a manual that describes all the major product warranties? created your own by making copies of the various product warranties and related information In the T.H.A.N.K.S. method, what does T stand for? thank the customer for bringing the problem to your attention In the T.H.A.N.K.S. method, what does K stand for? know a solution if the customer does not suggest one In the T.H.A.N.K.S. method, what does S stand for? solve the problem, or find someone who can What should one do if a customer becomes abusive? contact your manager. DO NOT tell the customer that he is abusive and DO NOT call security TRUE OR FALSE: Once you have sent the product out for repair or ordered a replacement, your work is finished false TRUE OR FALSE: customer follow-up is always a good idea, no matter what the situation or who the customer is? false What is an appropriate reason for following up with a customer? you finally located an item the customer asked for a while back Why is a client record system called a "living" record? you should constantly refer to it and update it with new information How does one show respect for a customer's business card? make some comment to indicate you have read it