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Quiz 3: Build a Continuing Relationship

Customer Service. Quiz 3: Build a Continuing Relationship. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:. A cup of coffee Service with a smile An excuse for the product’s failure. You're Right!.

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Quiz 3: Build a Continuing Relationship

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  1. Customer Service Quiz 3: Build a Continuing Relationship

  2. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: • A cup of coffee • Service with a smile • An excuse for the product’s failure

  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. As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties. • True • False

  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. The warranty is an excellent tool for you to use to: • Prove that your company has the best price • Explain your company’s return policy • Reassure the customer about a product’s quality • 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. If your company does not have a manual that describes all the major product warranties, you should: • Avoid talking about warranties with your customers • Create your own by making copies of the various product warranties and related information • Decide on a general, neutral comment you can make if customers ask you about a warranty

  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. If you don’t have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor • 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. You should explain all warranty conditions to your customer at the time of purchase. • True • False

  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 your customer asks you to make an exception to the company policy regarding warranties, you should probably: • Check with your immediate supervisor or manager • Make the exception, but only if the customer promises to make additional purchases • Tell him you do not make exceptions

  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 customers return merchandise, you should: • Make sure they have a good reason for doing so • Treat them with the same respect you would if they were making a purchase • Not worry about how you treat them, because you don’t want them to come back again

  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. The company’s return policy should always be clearly displayed in writing. • True • False

  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. If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale. • 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. 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 • Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it • Do what the customer asks; management will have to support your decision

  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. Which of the following might be acceptable techniques for directing a customer to the Customer Service department? • “Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.” • “You’ll have to take this to Customer Service; I can’t help you here.” • “Someone in Customer Service can help you with that; I’ll show you the way.” • A and C

  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. Customer complaints should be welcomed because they provide an opportunity to: • Do something different for a change • Get customers back to the store so they’ll buy more • Learn about problems so improvements can be made • Learn who the potential “problem customers” are

  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. When using the T.H.A.N.K.S. method, “T” stands for “Thank the customer for bringing the problem to your attention.” • 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. When using the T.H.A.N.K.S. method, “A” stands for “Appear interested in the problem, but excuse yourself if another customer comes in. • 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 using the T.H.A.N.K.S. method, “K” stands for: • “Know when to give in to the customer’s demands.” • “Keep the customer from asking for a refund.” • “Know a solution if the customer does not suggest one.” • “Keep asking what the customer wants, even when the solution is obvious to you.”

  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. In the T.H.A.N.K.S. method, “S” stands for “Solve the problem, or find someone who can.” • True • False

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