Customer Service
QUICK CHECK ANSWERS:
1.  a) Person or business that buys products and 
services from your store.  
  b) 1) Those who buy clothes; 
  b)  2) Those who need car repaired.
2.	 Special;	satisfied;	educated;	happy.
3.  Making eye contact; smiling; greeting the cus -
tomer.
4.  When you remember their name and use it.
5.  Can I take your order?  How can I help you 
today?
6.	 a)	 To	sell	features	and	benefits	of	products	and	
services.  b) To know and explain the features 
and	benefits	of	the	products	so	that	customers	
can be convinced to buy.
7.  a) Physical size, color, design, operation, mate -
rial.  b) What the product will do for the cus -
tomer.		c)	Features	tell,	benefits	sell.
8.  a) When you see that the customer is excited 
about	features	and	benefits.		b)	May	I	take	this	
up front for you?  Do you prefer the walnut or 
oak wood?
9.  Store makes more money; you may earn a 
higher commission; you give good customer 
service.
10.  Do you need oil to maintain the beauty of your 
entertainment center wood?
11.  a) Difference between what a customer wants 
to happen and what really happened.  b) Get 
facts; listen carefully; repeat back the problem 
to customer and ask if you got it right.
12.  a) You show understanding and b) you will 
soften any anger that the customer may have.
13.  Find a supervisor, explain the situation, let the 
supervisor solve the problem.
14.  a) Not what the customer’s problem is.  
  b) Money the store will lose in the future if the 
customer leaves the store forever. 
15. 80%.
16. $500. 17. 
Student's example of what you can say when 
the customer leaves the store such as, "Thank 
you for shopping at Target."
18.  Feel happy.