Customer Service
If your company does not have a manual that describes all the major product warranties, you should:
a. Avoid talking about warranties with your customers
b. Create your own by making copies of the various product warranties and related information
c. Decide on a general, neutral comment you can make if customers ask you about a warranty
b. Create your own by making copies of the various product warranties and related information
If a customer becomes abusive, you should probably:
a. Refund his money immediately
b. Contact your manager
c. Tell him he is being abusive and call security
b. Contact your manager
Creating customer loyalty is rewarding for:
a. The store
b. The sales associate
c. The customer
d. All of the above
d. All of the above
Once you have sent the product out for repair or ordered a replacement, your work is finished.
True or False?
False-you will need to follow up with the customer
A person who may play, officiate, watch or listen to sports or read, use, purchase and/or collect items related to sports.
Sports consumer
Acting as a personal shopper:
a. Should be avoided since it takes you away from other customers
b. Can add interest and challenge to your job
c. Does not require any special skills or talents
b. Can add interest and challenge to your job
If you find yourself having to resolve a very difficult issue, you may want to:
a. Ask the customer to come back another time
b. Tell the customer that he is being unreasonable
c. Get help from a more senior employee
c. Get help from a more senior employee
To assist your customers in a personal way, you should become familiar with:
a. Their relatives, special friends, and loved ones
b. Entertainment centers and movie theaters in the district
c. Resources in and near your store
c. Resources in and near your store
When leaving phone messages for customers, you should let them know whether it is important for
them to call you back or not.
True or False?
True-the message should indicate why you are calling and that it's not important for them to call back unless they have a question or concern.
Name 2 external factors we discussed that can influence a sports consumer's decisions
Family/Friends
Societies values and attitudes
cultural differences (class, race, gender)
Climate & region
Marketing influences (commercials)
When acting as a personal shopper, you should:
a. Choose a wide selection of items from which the customer can choose
b. Ignore the customer’s bad taste and choose the items you think she should wear
c. Select only items that fit her interests
c. Select only items that fit her interests
Even if your company’s return policy restricts what you can do for the customer, you should:
a. Consider alternatives, such as offering a discount coupon or a free sample
b. 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
c. Do what the customer asks; management will have to support your decision
a. Consider alternatives, such as offering a discount coupon or a free sample
The best way to talk to a new customer is to:
a. Flatter her – tell her she has taste and looks great
b. Interact as if you are old friends
c. Match what you say and your tone of voice to her personality
d. Convince her that you know what is best for her to buy
c. Match what you say and your tone of voice to her personality
Which of the following items would NOT be an appropriate finishing touch to your service?
a. Call the customer to make sure he is satisfied with his purchase
b. Send a handwritten note thanking the customer for his business
c. Send a postcard thanking a customer for letting you help him select a gift for his wife
d. Give the customer your business card and encourage him to return to the store
e. Remember the customer’s name and use it when he comes in again
c. Send a postcard thanking a customer for letting you help him select a gift for his wife
Name 2 individual factors we discussed that can influence a sports consumer's decisions
Self image
Stage of life
Physical ability
Motivation
Attitude
To help build customer loyalty, you should:
a. Say what you’ll do and be very clear on what you are promising; make notes so you will remember
b. Not risk disappointing a customer by telling him when you cannot make an exception
c. Make exceptions, but be sure to let the customer know that you are making an exception and that
your actions do not reflect standard practices
d. A and C
d. A and C
When your customer asks you to make an exception to the company policy regarding warranties, you
should probably:
a. Check with your immediate supervisor or manager
b. Make the exception, but only if the customer promises to make additional purchases
c. Tell him you do not make exceptions
a. Check with your immediate supervisor or manager
To keep the lines of communication open, the best questions to ask:
a. Are direct and to the point
b. Are ones that can be quickly answered with a “yes” or a “no”
c. Begin with who, what, where, when, how or why
d. Are ones that are able to direct the customer to a decision
c. Begin with who, what, where, when, how or why
Which of the following are appropriate reasons for following up with a customer?
a. You are curious whether a gift your customer purchased was well received
b. You want to know why a customer did not make it in for a special sale
c. You finally located an item the customer asked for a while back
d. You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else
now
c. You finally located an item the customer asked for a while back
Market Segmentation
The warranty is an excellent tool for you to use to:
a. Prove that your company has the best price
b. Explain your company’s return policy
c. Reassure the customer about a product’s quality
c. Reassure the customer about a product’s quality
When customers return merchandise, you should:
a. Make sure they have a good reason for doing so
b. Treat them with the same respect you would if they were making a purchase
c. Not worry about how you treat them, because you don’t want them to come back again
b. Treat them with the same respect you would if they were making a purchase
One of the most important skills in being a personal shopper is to:
a. Always guess correctly at what the customer wants
b. Listen carefully for clues about the customer’s preferences
c. Convince the customer to follow your advice
b. Listen carefully for clues about the customer’s preferences
What portion of the general population may have disabilities which are not obvious and may be
difficult to perceive?
a. One-third
b. Two-thirds
c. One-fourth
What portion of the general population may have disabilities which are not obvious and may be
difficult to perceive?
a. One-third
b. Two-thirds
c. One-fourth
A group of closely related products manufactured or sold by a company.
Product Line