Questions and Answers
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 sales 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?
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How would one handle a situation where a customer wants a brand that you don't carry?
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How does one project a professional and friendly image based on behaving?
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What does it mean if a customer walks directly to an item?
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One can determine the customer's needs by gathering information through careful observation and what else?
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What are the best questions to ask to keep the lines of communication open?
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What should one do when a customer requests any service 'extras' your store offers?
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What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
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Your manager should warn you in advance if you will be giving service to a customer with significant disabilities.
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What should you do when balancing service between phone customers and those you may be helping in-store?
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If you are shipping an item, it may be appropriate to enclose a 'Thank You note' with your business card attached.
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What will help you keep commitments to your customers (over the phone)?
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What can the warranty reassure for the customer?
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What should you do if your company doesn't have a manual that describes all the major product warranties?
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In the T.H.A.N.K.S. method, what does T stand for?
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In the T.H.A.N.K.S. method, what does K stand for?
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In the T.H.A.N.K.S. method, what does S stand for?
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What should one do if a customer becomes abusive?
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Once you have sent the product out for repair or ordered a replacement, your work is finished.
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Customer follow-up is always a good idea, no matter what the situation or who the customer is?
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What is an appropriate reason for following up with a customer?
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Why is a client record system called a 'living' record?
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How does one show respect for a customer's business card?
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Study Notes
Customer Service Principles
- Creating discussion openings helps understand customer wants.
- 45% of customers spend more when assisted by helpful sales associates.
- The primary goal of a sales associate is to satisfy the customer.
Effective Questioning Techniques
- Open-ended questions elicit fuller responses, e.g., "What features are important to you?"
- Utilize "who, what, where, when, how, or why" to encourage open communication.
Customer Interaction Strategies
- If a customer seeks a brand not carried, request permission to suggest alternatives that meet their needs.
- Project a professional and friendly image by behaving courteously and staying alert.
- A direct approach to an item indicates a customer knows what they want, warranting quick service.
Observational Skills
- Assess customer needs through careful observation and thoughtful questioning.
Service Customization
- Take note of any special requests from customers to provide personalized service in future interactions.
Inclusivity Awareness
- Approximately two-thirds of the population may have hidden disabilities.
- No prior warning about servicing a customer with disabilities is necessary.
Balancing Customer Service
- When helping customers in-store and on the phone, excuse yourself courteously and indicate you'll return shortly.
Customer Appreciation
- Including a "Thank You" note with shipments enhances customer relations.
- Timely callbacks to customers signal commitment to service.
Warranty Understanding
- Warranties serve to reassure customers about product quality.
- If no manual exists detailing product warranties, create a personal document compiling this information.
T.H.A.N.K.S. Method
- The T.H.A.N.K.S. method improves service interactions:
- T: Thank the customer for identifying issues.
- K: Know solutions for problems presented by customers.
- S: Solve problems or connect with someone who can.
Handling Difficult Customers
- In case of abusive behavior from a customer, contact a manager rather than confront the individual or call security.
Follow-Up Protocols
- Follow-up is unnecessary in all situations.
- Appropriate follow-up includes notifying customers about items they previously requested.
- Client records should be treated as "living" documents, continually updated with new information.
Respecting Customer Materials
- Show respect for a customer’s business card by acknowledging its content during conversations.
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Description
This quiz focuses on key concepts in customer service, including effective communication techniques and the importance of customer satisfaction. Explore essential strategies that sales associates can use to improve customer interactions and sales outcomes. Test your knowledge and enhance your skills in customer service.
