MERA CUSTOMER SERVICE 56 – 70 QUESTIONS AND
ANSWERS
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 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 sales 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 to 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 - "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: -
Answers - Learn about problems so improvements can be made
A customer calls and has some technical questions about a product with which you are
not completely familiar. You should: - Answers - transfer his call to someone who is
knowledgeable in that area.
You overhear your boss giving a client the name of a person to contact for some
information. You know this person is no longer the one to reach for this information. The
client is still in the office. What, if anything, should you do? - Answers - Give the
individual the correct name, and explain that your boss was not aware of a different
person being responsible to provide the information.
ANSWERS
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 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 sales 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 to 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 - "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: -
Answers - Learn about problems so improvements can be made
A customer calls and has some technical questions about a product with which you are
not completely familiar. You should: - Answers - transfer his call to someone who is
knowledgeable in that area.
You overhear your boss giving a client the name of a person to contact for some
information. You know this person is no longer the one to reach for this information. The
client is still in the office. What, if anything, should you do? - Answers - Give the
individual the correct name, and explain that your boss was not aware of a different
person being responsible to provide the information.
