1.
Type response below
2.
To develop rapport, you should do the following:
(Select all that apply)
Correct Answer(s)
A. Smile
B. Make eye contact
C. Point your heart towards them
D. Listen
Explanation
You want to tell them what will meet their needs, not everything you know.
3.
If a customer gets upset due to weather delays, is it alright to refund shipping charges?
Correct Answer
B. False
Explanation
You should try to explain the situation to the customer first. If they are unhappy with the resolution, start slowly. Offer only to credit a small portion of their shipping and go up from there if need be.
4.
Our customer called to report that they have received an incorrect item. What do you do?
Correct Answer
A. Apologize, do a replacement and have customer ship back the incorrect item
Explanation
You should always apologize first. Second, you should do a replacement order for the customer. If the incorrect item is under $20, the customer may keep it, but if the incorrect item is over $20 help the customer to create a flex label to return the item.
5.
Our customer got a damaged item that costs $50. What do you do?
Correct Answer
C. Help the customer to create a flex label free of charge and do a replacement order for a new item right away
Explanation
You should apologize right away for the customer receiving a damaged item. Help the customer to create a flex label free of charge (leave case notes indicating this), and create a replacement order for the item right away.
6.
If you had a customer who had a problem or query, what might you do to help them?
Correct Answer
C. Ask for details about the problem
Explanation
To effectively help a customer with a problem or query, it is important to ask for details about the problem. By doing so, you can gather specific information that will enable you to understand the issue better and provide appropriate assistance. This approach shows that you are attentive, proactive, and genuinely interested in resolving the customer's concern. It also allows you to tailor your response and offer a more targeted solution, ultimately improving the customer experience and increasing their satisfaction.
7.
If you were unable to answer the customer's question, query or problem what might you do?
Correct Answer
B. Ask a colleague or supervisor
Explanation
Asking a colleague or supervisor is the best course of action if you are unable to answer a customer's question or address their problem. This shows that you are proactive and willing to seek assistance in order to provide the customer with the correct information or solution. It also ensures that the customer's needs are met in a timely manner, as your colleague or supervisor may have the necessary knowledge or resources to assist them.
8.
What might give a customer a positive impression of yourself?
(Select all that apply)
Correct Answer(s)
A. Uniform and hygiene
B. Body language
C. Language used
Explanation
Uniform and hygiene can give a customer a positive impression as it shows professionalism and attention to detail. Body language is also important as it can convey confidence, attentiveness, and approachability. Language used is crucial in creating a positive impression as it should be polite, clear, and helpful. Telling customers that you don't know the answer to their question can also leave a positive impression as it shows honesty and a willingness to find the correct information.
9.
What sort of questions might you be able to ask customers?
(Select all that apply)
Correct Answer(s)
A. May I help you?
B. What are you looking for today?
C. Did you find everything your were looking for today?
Explanation
The correct answers are "May I help you?", "What are you looking for today?", and "Did you find everything you were looking for today?". These questions are appropriate for customer service interactions as they show a willingness to assist the customer, gather information about their needs, and ensure their satisfaction. The other options, "What's wrong?" and "Are you crazy?" are inappropriate and unprofessional for customer interactions.
10.
Which one do you like?
Correct Answer
B. Option 2