Mad CSR Skillz Yo
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- 1.68% of retail customers have left and not returned to stores due to what reason?
- A.
Poor product selection
- B.
Rude, discourteous or dissatisfying service
- C.
Uninformative service or help
- D.
Moving away from the area
- 2.Riding Warehouse promotes honest selling techniques and takes the "Used Car Salesman" approach to helping our customers.
- A.
True
- B.
False
- 3.Select all of the following appropriate courses of action when multiple customer groups enter our store and need assistance:
- A.
Act very busy and stressed so they know that you cannot help them right away.
- B.
Ask the newcomers if they need immediate assistance in order to prioritize the groups
- C.
Ask for extra assistance on the retail floor from some of the CSRs in back
- D.
Ignore the newcomers.. if you make eye contact, they might ask for help and distract you!
- E.
Let your current customer know that you are going to offer assistance to other customer groups, then you'll return to answer any more questions
- F.
Ask Tony to send you a warehouse runner so you don't have to keep leaving the retail floor.
- 4.A great way to boost customer's confidence in possible purchases is to compliment their choices and how they look when trying out apparel!
- A.
True
- B.
False
- 5.Full explanations of your course of action are often helpful to keep customers "in the loop." What is the best example of using this technique to keep your customer informed of what is happening on your end of the phone?
- A.
"Let me check - be right back!"
- B.
"Do you mind if I put you on hold for a moment to verify the answer?"
- C.
"I have to ask my supervisor, hold on please!"
- D.
"Can you like, chill for a sec?"
- 6.Select all the ways confident enthusiasm can affect your physical appearance:
- A.
Motivated body language
- B.
A shining smile
- C.
Engaged eye contact
- D.
Relaxed, friendly approach
- E.
Excited tone of voice
- 7.When offering a price range of options, always push to sell the most expensive product.
- A.
True
- B.
False
- 8.If a customer's objection to a purchase suggestion is an opportunity... how can you best take advantage of it?
- A.
Offer alternatives to better display your product knowledge.
- B.
Offer alternatives, outlining the benefits that would suit their specific needs.
- C.
Think "Oh well, I tried!" and let them shop for themselves.
- D.
Offer alternatives, making one item sound like the best thing ever that they simply CANNOT live without!
- E.
Tell them they are wrong, and they should really buy that product because you think its best.
- 9.BELIEVE in yourself and our products! If you're not quite convinced, then you certainly can't convince a customer -- offer something that you DO believe in instead!
- A.
True
- B.
False
- 10.A customer calls sounding very upset that the helmet she purchased does not fit. She absolutely needs to send it back because she hates it.. what is the BEST way to respond to try to save this sale?
- A.
Tell her that she can take advantage of free return shipping, and we'll refund her right away. Complete customer satisfaction!
- B.
Tell her that she probably isn't wearing it right. Walk her through the helmet fitting process for the style she bought and try to convince her to keep it.
- C.
Tell her that she can take advantage of free return shipping, but you'd like to help find her an alternative style that will fit her the way she wants. Everyone should have a comfy helmet!
- D.
Tell her she can send it back to us for a refund, and she gets free shipping on an exchange so if there is another style she wants, she can include it on the exchange form.
- 11.If we don't carry the specific brand of a product a customer needs, offer some other websites that have it for sale instead.
- A.
True
- B.
False
- 12.Select all the most appropriate responses to a customer who thanks you for being such a great help!
- A.
No problem! We're happy to help!
- B.
It's my pleasure! Is there anything else I can do for you today?
- C.
You're so welcome!
- D.
We're here to help! Have a great day!
- E.
I know, I'm the best. You're lucky I was the one who picked up when you called!
- F.
No worries!
- 13.
- A.
Offer to show them the description on our website.. we include helpful tips and links there!
- B.
Talk about how you use the product all the time and don't give them any time to ask questions, just convince them its the best and they need it!
- C.
Use personal or vicarious experience to verify the products' effectiveness
- D.
Offer to bring the products/options out for them to see it for themselves
- E.
Make up stories about how these products saved someone's life one time!
- 14.The best way to make a disgruntled customer feel better about their situation is to show that you are on their side and you are happy to dedicate your time to finding a solution to ensure their satisfaction!
- A.
True
- B.
False
- 15.If you are having a bad day and are not THAT excited about having to help customers on the retail floor, what are the best options to change the situation?
- A.
Pretend you're sick and just go home. Nobody wants to be around you anyway.
- B.
Put a smile on your face and think happy thoughts. It's really not the worst job in the world...
- C.
Tell your coworkers about your bad morning and ask them to help cheer you up! Sometimes a positive attitude is a team effort!
- D.
Put on a happy face for the customers, but as soon as they leave talk bad about them to make yourself feel better.
- E.
Greet every customer with a smile and hope that the happy energy you put out is returned by every customer to pick up your mood!
- F.
Google pictures of baby animals to make you smile.
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