Enhancing Customer Service through Feature Explanation

Customer Service WORKBOOK 5: EXPLAINING FEATURES & BENEFITS

8. SHOPPERS ARE MORE LIKELY TO BUY NEW FOOD PRODUCTS IF: A. A. THEY CAN TASTE THEM THEY CAN TASTE THEM B. B. YOU PROVIDE RECIPES FOR YOU PROVIDE RECIPES FOR USING THEM USING THEM C. C. YOU DISPLAY SERVING YOU DISPLAY SERVING SUGGESTIONS SUGGESTIONS D. D. ANY OF THE ABOVE ANY OF THE ABOVE

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21. A 21. A CUSTOMER SAYS, I KNOW THIS IS A POPULAR LINE, CUSTOMER SAYS, I KNOW THIS IS A POPULAR LINE, BUT THIS IS AN AWFUL LOT TO PAY FOR A SIMPLE WHITE BUT THIS IS AN AWFUL LOT TO PAY FOR A SIMPLE WHITE T T- -SHIRT. THE BEST OPTION FOR THE SALES ASSOCIATE IS SHIRT. THE BEST OPTION FOR THE SALES ASSOCIATE IS TO: TO: A. A.PROVIDE MORE PROVIDE MORE INFORMATION INFORMATION B. B.MAKE IT EASIER TO BUY MAKE IT EASIER TO BUY C. C.SUGGEST AN SUGGEST AN ALTERNATIVE ALTERNATIVE D. D.NONE OF THE ABOVE NONE OF THE ABOVE

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22. IF A CUSTOMER ENDS UP DISAPPOINTED WITH A PURCHASE, THERE IS NO VALUE TO THE CUSTOMERS FEEDBACK. A. A.TRUE TRUE B. B.FALSE FALSE

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1. A CUSTOMER WILL BE MORE LIKELY TO BUY A PRODUCT SUCH AS A DVD IF YOU: A. A. SHOW HOW EASY IT IS TO PROGRAM SHOW HOW EASY IT IS TO PROGRAM B. B. LIST EVERY FEATURE THE VCR HAS LIST EVERY FEATURE THE VCR HAS C. C. OPEN THE MANUAL TO SHOW HOW OPEN THE MANUAL TO SHOW HOW INSTRUCTIONS ARE DISPLAYED INSTRUCTIONS ARE DISPLAYED

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5. PERMANENT LABELS IN CLOTHING ARE REQUIRED BY LAW TO INCLUDE: A. A. THE CITY IN WHICH THE PRODUCT IS THE CITY IN WHICH THE PRODUCT IS MADE MADE B. B. THE FIBER CONTENT, IN DESCENDING THE FIBER CONTENT, IN DESCENDING ORDER ORDER C. C. THE SIZE THE SIZE D. D. ALL OF THE ABOVE ALL OF THE ABOVE

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25. ENCOURAGING FEEDBACK FROM CUSTOMERS IS THE BEST WAY TO BUILD SALES A. A.TRUE TRUE B. B.FALSE FALSE

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17. IF AN ITEM IS GOING TO GO ON SALE NEXT WEEK, YOU SHOULD TELL THE CUSTOMER A. A.TRUE TRUE B. B.FALSE FALSE

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2. THE BEST METHOD FOR FINDING THE RIGHT PRODUCT FOR A CUSTOMER IS: A. A. ASKING YES OR NO QUESTIONS ASKING YES OR NO QUESTIONS TO MOVE THE SALE ALONG TO MOVE THE SALE ALONG B. B. ASKING OPEN ASKING OPEN- -ENDED QUESTIONS ENDED QUESTIONS

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16. A LAYAWAY OPTION COULD SATISFY A CUSTOMER S OBJECTION REGARDING: A. A.WARRANTY WARRANTY B. B.CAPACITY CAPACITY C. C.AFFORDABILITY AFFORDABILITY D. D.DELIVERY TIME DELIVERY TIME

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6. A SUCCESSFUL SALES ASSOCIATE NEEDS TO KNOW THE MAJOR FEATURES OF ONLY THE MOST POPULAR PRODUCTS IN THE STORE. A. A. FALSE FALSE B. B. TRUE TRUE

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4. IF YOU DISCOURAGE CUSTOMERS FROM PURCHASING A PRODUCT THAT EXCEEDS THEIR NEEDS, THEY ARE MOST LIKELY TO: A. A. APPRECIATE YOUR APPRECIATE YOUR HONESTY HONESTY B. B. RESENT YOUR RESENT YOUR INTERFERENCE INTERFERENCE C. C. BUY MORE THAN THEY BUY MORE THAN THEY NEED ANYWAY NEED ANYWAY

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19. PRIVATE LABEL ITEMS: A. A. ARE OFTEN MADE BY FAMOUS ARE OFTEN MADE BY FAMOUS MANUFACTURERS MANUFACTURERS B. B. MAY HAVE THE SAME FEATURES MAY HAVE THE SAME FEATURES AS A NATIONALLY AS A NATIONALLY- -RECOGNIZED BRAND BRAND C. C. ARE OFTEN LESS EXPENSIVE THAN ARE OFTEN LESS EXPENSIVE THAN NATIONAL BRANDS NATIONAL BRANDS D. D. ALL OF THE ABOVE ALL OF THE ABOVE RECOGNIZED

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20. IF YOU DO NOT HAVE A PRODUCT THAT MEETS ALL OF A CUSTOMERS NEEDS, YOUR BEST COURSE OF ACTION IS TO: A. A. SELL A PRODUCT YOU HAVE THAT SELL A PRODUCT YOU HAVE THAT SATISFIES MOST OF THE CUSTOMERS SATISFIES MOST OF THE CUSTOMERS NEEDS NEEDS B. B. POINT THE CUSTOMER TOWARD A POINT THE CUSTOMER TOWARD A NEARBY COMPETITOR THAT SELLS NEARBY COMPETITOR THAT SELLS EXACTLY WHAT THEY RE LOOKING FOR EXACTLY WHAT THEY RE LOOKING FOR

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18. IF A CUSTOMER WANTS AN ITEM THAT IS OUT-OF-STOCK, YOU SHOULD DO ALL OF THE FOLLOWING EXCEPT: A. A. FIND OUT WHEN THE NEXT SHIPMENT IS DUE FIND OUT WHEN THE NEXT SHIPMENT IS DUE TO ARRIVE TO ARRIVE CONTACT OTHER STORES IN YOUR CHAIN TO CONTACT OTHER STORES IN YOUR CHAIN TO SEE IF THEY HAVE IT IN STOCK SEE IF THEY HAVE IT IN STOCK CHECK WITH THE WAREHOUSE AND SEE HOW CHECK WITH THE WAREHOUSE AND SEE HOW QUICKLY IT CAN BE TRANSFERRED TO YOUR QUICKLY IT CAN BE TRANSFERRED TO YOUR STORE STORE TAKE THE CUSTOMERS PHONE NUMBER BUT TAKE THE CUSTOMERS PHONE NUMBER BUT DON T PROMISE TO CALL BY ANY SPECIFIC DATE DON T PROMISE TO CALL BY ANY SPECIFIC DATE B. B. C. C. D. D.

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23. YOU SHOULD CONTACT YOUR CUSTOMER FOR FEEDBACK WHEN: A. A. THEIR ITEMS ARE BEING THEIR ITEMS ARE BEING DELIVERED DELIVERED B. B. THEY PURCHASE EXPENSIVE THEY PURCHASE EXPENSIVE ITEMS ITEMS C. C. THEY GIVE YOU PERMISSION THEY GIVE YOU PERMISSION TO CALL TO CALL D. D. ALL OF THE ABOVE ALL OF THE ABOVE

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3. CUSTOMERS 3. CUSTOMERS MOST LIKELY NEED MOST LIKELY NEED YOUR HELP WHEN: YOUR HELP WHEN: A. A. THEY ARE BUYING THE PRODUCT FOR THE FIRST THEY ARE BUYING THE PRODUCT FOR THE FIRST TIME TIME B. B. THEY PURCHASE AN ITEM FREQUENTLY THEY PURCHASE AN ITEM FREQUENTLY C. C. AN ITEM INCLUDES ASSEMBLY INSTRUCTIONS AN ITEM INCLUDES ASSEMBLY INSTRUCTIONS D. D. A AND C A AND C E. E. ALL OF THE ABOVE ALL OF THE ABOVE

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10. BENEFITS 10. BENEFITS OF A PRODUCT ARE OF A PRODUCT ARE DETERMINED BY: DETERMINED BY: A. A.THE MANUFACTURER THE MANUFACTURER B. B.THE SALESPERSON THE SALESPERSON C. C.THE CUSTOMER THE CUSTOMER D. D.ALL OF THE ABOVE ALL OF THE ABOVE