1 / 62

Quiz 2: Meet Your Customers’ Needs

Customer Service. Quiz 2: Meet Your Customers’ Needs. As a sales associate, you can influence a shopper’s decision to return to your store by making shopping a more enjoyable experience. True False. You're Right!. Click on arrow to advance to next question. Sorry. Try Again.

zaria
Download Presentation

Quiz 2: Meet Your Customers’ Needs

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Customer Service Quiz 2: Meet Your Customers’ Needs

  2. As a sales associate, you can influence a shopper’s decision to return to your store by making shopping a more enjoyable experience. • True • False

  3. You're Right! Click on arrow to advance to next question

  4. Sorry. Try Again. Click on arrow to go back to the question

  5. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: • An enjoyable atmosphere and super service • Free coffee and doughnuts, and a clean restroom • Sales associates who look snazzy and take turns helping customers

  6. You're Right! Click on arrow to advance to next question

  7. Sorry. Try Again. Click on arrow to go back to the question

  8. Small kindnesses to your customers may include: • Letting the customer make a local call to verify appropriateness or preference • Consolidating many small packages into one large shopping bag • Bringing merchandise to an older or disabled customer while he sits down • Telling a customer about a lounge where she may tend to her baby’s needs • All of the above

  9. You're Right! Click on arrow to advance to next question

  10. Sorry. Try Again. Click on arrow to go back to the question

  11. To assist your customers in a personal way, you should become familiar with: • Their relatives, special friends, and loved ones • Entertainment centers and movie theaters in the district • Resources in and near your store

  12. You're Right! Click on arrow to advance to next question

  13. Sorry. Try Again. Click on arrow to go back to the question

  14. You should match your store services with customers who will appreciate them by paying attention to each customer’s unique needs and interests. • True • False

  15. You're Right! Click on arrow to advance to next question

  16. Sorry. Try Again. Click on arrow to go back to the question

  17. In preparing a resource list for your customers, you should consider including: • Local companies that have complementary services to the products you sell • Phone numbers that customers have requested in the past, such as a taxi service • Information about companies you recommend, such as repair shops • All of the above

  18. You're Right! Click on arrow to advance to next question

  19. Sorry. Try Again. Click on arrow to go back to the question

  20. When customers request any of the service “extras” your store offers: • Tell them they’ll have to contact Customer Service for further information • Make a note in your client record system so you can provide more personalized service when those customers return in the future • Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

  21. You're Right! Click on arrow to advance to next question

  22. Sorry. Try Again. Click on arrow to go back to the question

  23. When working with customers with disabilities be sure to take your time, be patient, and: • Speak loudly, using a lot of hand gestures • Let the customer help you understand his needs • When you can, make decisions for the customer

  24. You're Right! Click on arrow to advance to next question

  25. Sorry. Try Again. Click on arrow to go back to the question

  26. What portion of the general population may have disabilities which are not obvious and may be difficult to perceive? • One-third • Two-thirds • One-fourth

  27. You're Right! Click on arrow to advance to next question

  28. Sorry. Try Again. Click on arrow to go back to the question

  29. You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. • True • False

  30. You're Right! Click on arrow to advance to next question

  31. Sorry. Try Again. Click on arrow to go back to the question

  32. Your manager should warn you in advance if you will be giving service to a customer with significant disabilities. • True • False

  33. You're Right! Click on arrow to advance to next question

  34. Sorry. Try Again. Click on arrow to go back to the question

  35. You should go out of your way to make customers with disabilities feel like they don’t have to do anything. • True • False

  36. You're Right! Click on arrow to advance to next question

  37. Sorry. Try Again. Click on arrow to go back to the question

  38. You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting. • True • False

  39. You're Right! Click on arrow to advance to next question

  40. Sorry. Try Again. Click on arrow to go back to the question

  41. To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities. • True • False

  42. You're Right! Click on arrow to advance to next question

  43. Sorry. Try Again. Click on arrow to go back to the question

  44. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child. • True • False

  45. You're Right! Click on arrow to advance to next question

  46. Sorry. Try Again. Click on arrow to go back to the question

  47. When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. • True • False

  48. You're Right! Click on arrow to advance to next question

  49. Sorry. Try Again. Click on arrow to go back to the question

  50. Communication is important! When providing service to a person who is hearing impaired, you should: • Ask the customer how he would like to communicate • Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk • Call over to your sales associates and tell them you have a disabled person to work with, would they please take care of the other customers?

More Related