lydia_haller8 Preview

Rise Up Customer Service Students also studied Social Science BusinessMarketing Save Unit 3 37 terms lydia_haller8Preview Lecture 5

• terms

laryssamallqui Preview Marketing Exam 2 65 terms smarcin2Preview Compr 69 terms McC I am excited you have decided to buy the Keurig coffeemaker. Would you like me to show you where the K-Cups are, so you can get started right away? This is an example of what type of selling

• Upselling
• Category Selling
• New Sale
• Cross-selling
• Cross-selling

How should you treat every customer when they enter the store?

• You should let them shop on their own

and only approach them if they ask?.

• You should not talk to them for more

than 10 seconds.

• You should be attentive, be patient and

help them any way that you can.

• If they are rude, you should be rude

back.

• You should be attentive, be patient and help them any way that you can.

What are the best ways to show a customer about features of a product?

• Demonstrate the features
• Show the customer the information on

the website

• Tell the customer what aisle the product

is located

• Tell the customer about your own

personal experience with the product

• Demonstrate the features

A shampooer in a hair salon is about to shampoo a client's hair. The stylist sees this and knows the customer is allergic to this shampoos. What should the hair stylist do?

• Take over the shampooing and do it

herself

• Ask the shampooer if anyone has told

her that the customer is allergic to that type of shampoo.

• Say nothing and hope the customer

doesn't notice

• Ask the shampooer if anyone has told her that the customer is allergic to that type

of shampoo.A customer walks into a home improvement store and has many things that they are looking for. How can you best help the customer and best understand their needs?

• Pretend to listen and guess what the

customer needs

• Only grab a couple of items that

customer asked for

• Ask your manager to help you assist this

customer

• Listen to the customer and make a list to

ensure you have heard everything they need and help them locate all the items.

• Listen to the customer and make a list to ensure you have heard everything they

need and help them locate all the items.A woman walks into a store and would like to buy a hat for her grandchildren. She doesn't know what kind of hat to get, how can you best help her?

• Ask the customer open ended questions

to determine her needs.

• Ask her what her budget will be
• Show her where the clearance rack is at

and leave her to shop

• Tell her about your nieces and the hats

they like to wear and tell the customer what hat you think she should buy.

• Ask the customer open ended questions to determine her needs.

You are working the register at a busy book store and have many people in line. The phone rings and you answer it, the customer on the phone wants to know if you have a book in stock and if you would go find out immediately so she can purchase it. What should you do in this situation?

• Don't answer the phone and continue

helping the customers in line

• Answer the phone politely and write

down all of the customers information and let her know you will call her back as soon as you are able to with the information she needs

• Put her on hold and go find the books

she is looking for, if you have it help her purchase it or put it on hold for her.

• Ask the customer on the phone to call

back when you are not busy.

• Answer the phone politely and write down all of the customers information and let

her know you will call her back as soon as you are able to with the information she needs A customer is complaining about a product that broke on them and is very angry. What is the best way to resolve this and to save the sale and relationship with the customer?

• Hurry and refund the customer so they

go away.

• Apologize for the inconvenience, listen

to their concerns and offer solutions that the customer can agree to.

• Ask a manager to come and help with

the situation.

• Ask the customer what they did to break

the product and hopefully it is covered under a warranty.

• Apologize for the inconvenience, listen to their concerns and offer solutions that

the customer can agree to.A customer walks into your store and is interested in new window shades and sees that your competitor is running a similar promotion. How do you win over the customer and make a sale?

• Tell them to go to the competitor store

because they have a better product and you would go there if you could.

• Ask them if they know that if they

purchase from you, they get 48 hour installation and a 10 year product guarantee.

• I don't think we are running that

promotion anymore, sorry.

• Our competitor isn't nearly as good as

we are and we try to run better deals. We just don't have one right now.

• Ask them if they know that if they purchase from you, they get 48 hour installation

and a 10 year product guarantee.

You are loading a new tv in the customer's car, when you notice a scratch on it. What is the best plan of action?

• Hope the customer doesn't notice and

hurry back to the store.

• Tell the customer there is a scratch and

you can take it back for another tv.

• Tell the customer you are sorry and no

one will notice.

• Tell the customer you can give them a

discount on the tv.

• Tell the customer there is a scratch and you can take it back for another tv.

You are working at your register, which has a busy line and everyone else is busy as well. Each register has a user manual. The register shuts down and stops working.What is the BEST first action to take?

• Ask your manager to come help you

restart the machine?

• Look at the user manual and see if you

can reset the register yourself.

• Leave your line and see if you can find

another staff member to help you.

• Tell everyone in line that you are sorry,

but the line is closed and to find another line.

• Look at the user manual and see if you can reset the register yourself.

The key words are, what is the first step?You start a new job at a clothing store. You are not sure what to wear on the first day and what the dress code is. What would be the best way to find out this information?

• Ask your friend who works at a similar

store.

• Ask your manager for what the dress

code expectations will be.

• Show up the first day and hope you are

dressed ok.

• Ask a coworker what to wear.
• Ask your manager for what the dress code expectations will be.