MERA CUSTOMER SERVICE QUESTIONS 41-100
MICHAEL NORMAN QUESTIONS AND ANSWERS
Your are with a customer and completing a sale. The phone rings and you're supposed
to answer phone calls within 3 rings what do you do? - Answers - Excuse yourself,
answer the phone, and answer the phone, and assist the caller if they need a quick
answer, and get back to your customer.
Product features are described as the following - Answers - relate to the quality of the
merchandise and how the customer will enjoy it
You are a new employee that has just begun to work for a company. You have not seen
any other employee use the copy machine for personal printing but you know that there
are several benefits that haven't been explained yet, so you decide to bring in your tax
returns with the intent to make copies on the copy machine. which of these is the best
thing to do? - Answers - Consult company policy or the manager about using the copier
When balancing service between phone customers and those you may already be
helping in the store, you should: - Answers - Excuse yourself courteously from your in-
store customer saying that you'll be right back and answer the phone
You work in a men's store and see a customer looking at a rack of men's suits. What
would be the best thing to say as you approach this customer? - Answers - We have
some great fabric and pattern choices. What colors do you prefer?
Turn your phone interaction into a loyal customer by: - Answers - All og the above
Which of the following steps will help yu keep commitments to customers? - Answers -
calling customers back in a timely manner
To help build customer loyalty, you should: - Answers - A and C
A customer comes into your store and you greet them. now that You've make a
connection, what is your next challenge? - Answers - Determine exactly what the
customer needs.
By becoming an expert at special orders, you may benefit by: - Answers - all of the
above
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and: - Answers - Service with a smile
A customer approaches the service desk with a toy doll. She says that she bought the
doll for her niece's birthday a month ago and that the doll no longer speaks. Which of
, the these should the associate say FIRST? - Answers - With this kind of toy, it's always
best to check the batteries first. Let me check them for you.
The warranty is an excellent tool for you to use to: - Answers - Reassure the customer
about a product's quality.
If your company does not have a manual that describes all the major product
warranties, you should: - Answers - Create your own by making copies of the various
product warranties and related information.
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl
completed the product training a week ago. What should Cheryl do to better prepare? -
Answers - Demonstrate the elliptical machine in the store with customers until she is
familiar with its features.
An irate caller reaches you and starts berating your company's service on a particular
product that has been controversial. You should: - Answers - Listen carefully to the
caller, take their number, and promise to get the appropriate person to call back to
resolve any issues.
When your customer asks you to make an exception to the company policy regarding
warranties, you should probably: - Answers - Check with your immediate supervisor or
manager.
When customers return merchandise, you should: - Answers - Treat them with the same
respect you would if they were making a purchase.
A customer comes into your store with an ad from another store showing its advertised
price which is lower than your price. As a sale associate, what should you do first? -
Answers - Refer to your store's policy on meeting competitor's ads.
Managers who hire sales associates say that they value retail workers for their: -
Answers - Capacity of work alone.
Even if your company's return policy restricts what you can do for the customer, you
should: - Answers - 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? - Answers - A and C
Customer complaints should be welcomed because they provide an opportunity to: -
Answers - Learn about problems so improvements can be made.
MICHAEL NORMAN QUESTIONS AND ANSWERS
Your are with a customer and completing a sale. The phone rings and you're supposed
to answer phone calls within 3 rings what do you do? - Answers - Excuse yourself,
answer the phone, and answer the phone, and assist the caller if they need a quick
answer, and get back to your customer.
Product features are described as the following - Answers - relate to the quality of the
merchandise and how the customer will enjoy it
You are a new employee that has just begun to work for a company. You have not seen
any other employee use the copy machine for personal printing but you know that there
are several benefits that haven't been explained yet, so you decide to bring in your tax
returns with the intent to make copies on the copy machine. which of these is the best
thing to do? - Answers - Consult company policy or the manager about using the copier
When balancing service between phone customers and those you may already be
helping in the store, you should: - Answers - Excuse yourself courteously from your in-
store customer saying that you'll be right back and answer the phone
You work in a men's store and see a customer looking at a rack of men's suits. What
would be the best thing to say as you approach this customer? - Answers - We have
some great fabric and pattern choices. What colors do you prefer?
Turn your phone interaction into a loyal customer by: - Answers - All og the above
Which of the following steps will help yu keep commitments to customers? - Answers -
calling customers back in a timely manner
To help build customer loyalty, you should: - Answers - A and C
A customer comes into your store and you greet them. now that You've make a
connection, what is your next challenge? - Answers - Determine exactly what the
customer needs.
By becoming an expert at special orders, you may benefit by: - Answers - all of the
above
When something goes wrong or a product does not perform as expected, provide the
customer with a quick resolution and: - Answers - Service with a smile
A customer approaches the service desk with a toy doll. She says that she bought the
doll for her niece's birthday a month ago and that the doll no longer speaks. Which of
, the these should the associate say FIRST? - Answers - With this kind of toy, it's always
best to check the batteries first. Let me check them for you.
The warranty is an excellent tool for you to use to: - Answers - Reassure the customer
about a product's quality.
If your company does not have a manual that describes all the major product
warranties, you should: - Answers - Create your own by making copies of the various
product warranties and related information.
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl
completed the product training a week ago. What should Cheryl do to better prepare? -
Answers - Demonstrate the elliptical machine in the store with customers until she is
familiar with its features.
An irate caller reaches you and starts berating your company's service on a particular
product that has been controversial. You should: - Answers - Listen carefully to the
caller, take their number, and promise to get the appropriate person to call back to
resolve any issues.
When your customer asks you to make an exception to the company policy regarding
warranties, you should probably: - Answers - Check with your immediate supervisor or
manager.
When customers return merchandise, you should: - Answers - Treat them with the same
respect you would if they were making a purchase.
A customer comes into your store with an ad from another store showing its advertised
price which is lower than your price. As a sale associate, what should you do first? -
Answers - Refer to your store's policy on meeting competitor's ads.
Managers who hire sales associates say that they value retail workers for their: -
Answers - Capacity of work alone.
Even if your company's return policy restricts what you can do for the customer, you
should: - Answers - 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? - Answers - A and C
Customer complaints should be welcomed because they provide an opportunity to: -
Answers - Learn about problems so improvements can be made.
