CUSTOMER SERVICE TEST QUESTIONS & ANSWERS
customer service - Answers- series of activities intended to raise the level of customer
satisfaction so that the customer feels that a product or service meets their needs and
expectations.
Customer Service Association - Answers- applies a mixture of planning, problem-
solving, decision-making, critical thinking, professionalism, respect and more to give a
customer more then they expect and deliver an experience they'll want to share with
others.
Learn about the products you sell by: - Answers- - Study product info from
manufacturer
- Use product/service to gain 1st-hand experience
- Understand any safety requirements
- Anticipate questions your customer might have and research answers to those
questions
- Keep notes or checklist to help you (when needed)
Written and Multimedia Material About Products/Services - Answers- - Your company,
the manufacturers and suppliers often develop written + multimedia material about
products you sell
- Look up product reviews online
- Read catalogs and product labels/booklets/manuals
commission - Answers- a percentage of a sale paid to a salesperson
Product Feature - Answers- physical attributes of a product(color, size, materials it's
made from, function,etc.)
Product Benefits - Answers- explain features in a way that shows customer the
advantages or rewards of a product
Exceptional Customer Service Means Extraordinary Business - Answers- -Consumers
spend up to 10% more for the same product if it comes with better service
-When customers receive good service, they tell 1 to 3 people
-When customers receive bad service, they tell an average of 10 people
-The likelihood that customers will repurchase from a store if their complaints are
handled quickly/pleasantly is 82%
-When service is poor, 91% of customers refuse to go back to that store
Service Success Loop - Answers- -With better service skills, you will
be able to satisfy customers consistently
-High performers tend to experience greater job
, fulfillment and have a higher % of loyal customers
-Because loyal customers are the most profitable
customers, having more loyal customers is the
most important way to ensure a long-time
business success
-The service you provide to your customers is
critical to the success of the organization
-Successful organizations are in a good position to
engage in activities that drive employee
satisfaction and retention, so the cycle continues.
-Customer Service is a very important strategy for
operating a successful business.
Looking professional isn't just about how you dress. It also has to
do with acting alert and courteous. - Answers- -Acknowledge the customer's presence
within the first 30 seconds
-First impression is hard to change, so don't make a bad one
-Make eye contact
-If working with customer and a new customer walks in, excuse yourself briefly to tell the
new customer you'll be right with them.
Listen Attentively and Respond Effectively - Answers- -Don't act too familiar with
someone who behaves in a shy or reserved way.
-Don't push the humor too far because a customer is very outgoing.
-Saying a subtle approach complements the customer's taste and assures the customer
that he/she is an expert.
Why is customer service important? - Answers- Good customer service increases
sales, sales increase revenue, improved revenue means jobs, and raised revenue also
means more money for pay advances and bonuses.
What is a retail employee responsible for? - Answers- Helping satisfy customer needs
and resolving problems
Customers often need help ... - Answers- locating a product
Give customers specific directions and if possible - Answers- walk with them to that
area
Three Stages to Approaching Customers: - Answers- -Greeting Stage:
-This presents you as a friendly, nonaggressive person.
-Service Stage:
customer service - Answers- series of activities intended to raise the level of customer
satisfaction so that the customer feels that a product or service meets their needs and
expectations.
Customer Service Association - Answers- applies a mixture of planning, problem-
solving, decision-making, critical thinking, professionalism, respect and more to give a
customer more then they expect and deliver an experience they'll want to share with
others.
Learn about the products you sell by: - Answers- - Study product info from
manufacturer
- Use product/service to gain 1st-hand experience
- Understand any safety requirements
- Anticipate questions your customer might have and research answers to those
questions
- Keep notes or checklist to help you (when needed)
Written and Multimedia Material About Products/Services - Answers- - Your company,
the manufacturers and suppliers often develop written + multimedia material about
products you sell
- Look up product reviews online
- Read catalogs and product labels/booklets/manuals
commission - Answers- a percentage of a sale paid to a salesperson
Product Feature - Answers- physical attributes of a product(color, size, materials it's
made from, function,etc.)
Product Benefits - Answers- explain features in a way that shows customer the
advantages or rewards of a product
Exceptional Customer Service Means Extraordinary Business - Answers- -Consumers
spend up to 10% more for the same product if it comes with better service
-When customers receive good service, they tell 1 to 3 people
-When customers receive bad service, they tell an average of 10 people
-The likelihood that customers will repurchase from a store if their complaints are
handled quickly/pleasantly is 82%
-When service is poor, 91% of customers refuse to go back to that store
Service Success Loop - Answers- -With better service skills, you will
be able to satisfy customers consistently
-High performers tend to experience greater job
, fulfillment and have a higher % of loyal customers
-Because loyal customers are the most profitable
customers, having more loyal customers is the
most important way to ensure a long-time
business success
-The service you provide to your customers is
critical to the success of the organization
-Successful organizations are in a good position to
engage in activities that drive employee
satisfaction and retention, so the cycle continues.
-Customer Service is a very important strategy for
operating a successful business.
Looking professional isn't just about how you dress. It also has to
do with acting alert and courteous. - Answers- -Acknowledge the customer's presence
within the first 30 seconds
-First impression is hard to change, so don't make a bad one
-Make eye contact
-If working with customer and a new customer walks in, excuse yourself briefly to tell the
new customer you'll be right with them.
Listen Attentively and Respond Effectively - Answers- -Don't act too familiar with
someone who behaves in a shy or reserved way.
-Don't push the humor too far because a customer is very outgoing.
-Saying a subtle approach complements the customer's taste and assures the customer
that he/she is an expert.
Why is customer service important? - Answers- Good customer service increases
sales, sales increase revenue, improved revenue means jobs, and raised revenue also
means more money for pay advances and bonuses.
What is a retail employee responsible for? - Answers- Helping satisfy customer needs
and resolving problems
Customers often need help ... - Answers- locating a product
Give customers specific directions and if possible - Answers- walk with them to that
area
Three Stages to Approaching Customers: - Answers- -Greeting Stage:
-This presents you as a friendly, nonaggressive person.
-Service Stage:
