| A | B |
|---|
| Customer loyalty is created | when customers seek you personally |
| Customers trust you | to stand behind the products you sell |
| You can build trust | by making sure customers understand product warranties |
| Review the warranty with the customer | before you complete the sales transaction |
| The warranty reasures the customer about | product's, performance, durability, or quality |
| If the company does not provide a warranty manual | you can create your own |
| When making an exception to the warranty policy, | you should get the manager's approval and let the customer know what you are doing |
| How should a return policy be displayed? | At the point of sale (cash register). |
| The company’s return policy should always be | clearly displayed in writing |
| If the return policy is clearly displayed, you should | mention it to the customer at the time of the sale. |
| 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 |
| 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.” “Someone in Customer Service can help you with that; I’ll show you the way.” |
| Customer complaints should be welcomed because they provide an opportunity to | Learn about problems so improvements can be made |
| When using the T.H.A.N.K.S. method, “T” stands for | “Thank the customer for bringing the problem to your attention. |
| When using the T.H.A.N.K.S. method, “A” stands for | "Apologize for the inconvenience the customer has experienced |
| When using the T.H.A.N.K.S. method, “K” stands for: | “Know a solution if the customer does not suggest one” |
| In the T.H.A.N.K.S. method, “S” stands for | “Solve the problem, or find someone who can.” |
| If a customer becomes abusive, you should probably: | Contact your manager |
| When the customer presents you with a problem, you should ask her: | How she would like the situation solved |
| If you find yourself having to resolve a very difficult issue, you may want to: | Get help from a more senior employee |
| Keeping records of customer complaints and the methods used to resolve them | will help you resolve similar situations in the future. |
| As a sales associate, your goal is to: | Keep the customer coming back |
| Once you have sent the product out for repair or ordered a replacement, | check on the request to see that it s completed in a timely maner. |
| The relationship you establish with customers should | continue even after you have rung up the sale, packaged the product, and expressed your sincere thanks. |
| When customers come to you with complaints, you need to: | listen carefully, be patient and get information |
