Handling Difficult Customers
A customer who does not listen and they yell at you is called a?
A. difficult customer
B. happy customer
C. loyal customer
D. impulsive customer
A. difficult customer
What is good customer service?
A. overall impression a person has of the company products, services, and staff
B. making sure the customers needs are satisfied
C. having a positive outlook
D. all of the above
D. all of the above
When the phone rings and you are with customer, which should be the priority?
A. Playing on the computer
B. Listening to music with headphones
C. Customer
D. Ask the customer to wait one second and Answering the phone - ask if you can put the person on the phone..on hold.
D. Ask the customer to wait one second and Answering the phone - ask if you can put the person on the phone..on hold.
What is acceptable to do when assisting a customer?
A. Fiddling
B. Frequent hand gestures
C.Folded arms
D.No eye contact
B. Frequent hand gestures
Customers are more easily satisfied if they get a good service and product.
A. True
B. False
A. True
How do you deal with an upset customer?
A. argue
B. listen to them and tell them you understand and that you will help them.
C. ignore the customer
D. talk back or yell at them!
B. listen to them and tell them you understand and that you will help them.
When helping a customer..you should
A. Look away
B. interrupt them
C. have good eye contact and listen to them and do not fold your arms
D. fold your arms and sigh really loudly.
C. have good eye contact and listen to them and do not fold your arms
A CSR should never make _________ to customers.
A. promises
B. apologizes
C. refunds
D. none of the above
A. promises
How can you show that you are actively listening over the phone to a customer?
A.By interrupting with your thoughts
B. By asking questions to get to the point
C. By talking about your experience
D.By using affirmative words such as okay and asking clarification questions
D.By using affirmative words such as okay and asking clarification questions
When dealing with an angry customer face to face, making no eye contact and looking away will feel better for you and the customer.
A. True
B. False
B. False
What is the one concept every sales person should know?
A. the customer can be loud
B. never lower the price
C. the customer is always right
D. none of the above
C. the customer is always right
Customers who complain:
A. Had an unhappy childhood
B. Are people who complain all the time
C. Have trouble in their relationships
D. Are dissatisfied with your service they are receiving
D. Are dissatisfied with your service they are receiving
It is always good to ______ to ensure regular customers.
A. be rude and impatient
B. ignore the customer
C. be helpful and patient
D. all of the above
c. be helpful and patient
What skills are necessary to have great customer service?
A. making noodles
B. Clear Communication skills
C. Patience
D. B and C
D. B and C
True or false - When a customer asks you for help, it's a good idea to say you will help them and then walk away and never come back.
A. True
B. False
B. False
How should you handle an upset customer when you do not have what they want?
A. apologize for the inconvenience
B. keep calm and try to offer the customer something similar
C. Listen and show them that you understand why they are upset
D. All of the above
D. All of the above
Customers prefer to shop where they have enthusiastic customer service representatives that are _______.
A. friendly
B. educated
C. organized
D. all of the above
D. all of the above
Work staff should always be trained to ......
A.be active, creative,and organized
B. fast to get work done on time
C. be helpful, courteous, and knowledgeable
D. all of the above
D. all of the above
Which of the following is true when it comes to motivating a customer service team?
A. Team members will need training on dealing with angry customers
B. A reward system can be beneficial
C.Customers can negatively affect performance
D. all the above
D. all the above
Customers will trust you more if they had a problem with your product or service and receive speedy resolution.
A. True
B. False
A. True
A customer comes in and wants to return an item but she does not have the receipt. It is store policy that returns must have a receipt. What do you do?
A. Accept the returned item and take it home with you
B. Tell the customer to get out of here and never come back
C. Tell the customer, no receipt, you lose and good day sir!
D. Politely tell the customer, I am sorry but we do not accept returns with a receipt.
D. Politely tell the customer, I am sorry but we do not accept returns with a receipt.
Customer Care is:
A. A managed care medical program for customers
B. A nifty alliterative phrase that looks good in company brochures
C. A new program where customers care for themselves
D. A philosophy wherein the customer is wrapped in service even before a problem arises and we care about the customer and offer a good service for them.
D. A philosophy wherein the customer is wrapped in service even before a problem arises
Last option to solve an issue with a customer is
A. call your manager
B. explain that its against the policy
C. ask the customer to leave the store
D. none of the above
A. call your manager
Active listening has these two components.
A. Verbal, nonverbal
B.Hearing, listening
C.Hearing, understanding
D.Receiving, understanding
B. Hearing and understanding
Most upset customers will calm down if you offer a sincere apology.
A. True
B. False
A. True