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CS & Sales Interactive Training - Techniques

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Customer Service

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1. A frustrated customer walks in because their new wireless earbuds won't connect to their phone. What should the promoter say FIRST?
a) "Let me see those, they must be broken." b) "Here are some other wireless earbuds you might like." c) "Hi there, I can see you seem flustered. Can I help you with something?"
2. A customer is browsing phone cases but seems unsure of what they want. How can the promoter open the conversation?
a) "Just take your time and let me know if you have any questions." b) "Those cases over there are the most popular ones." c) "Hi! Can I show you our selection of phone cases?"
3. A customer expresses concern about the screen protector being difficult to apply. What can the promoter offer to address this concern?
a) "Don't worry, most people get the hang of it eventually." b) "We actually offer free installation for all our screen protectors!" c) "These screen protectors are the easiest ones I've ever seen."
4. A customer asks about the warranty on a portable charger. How can the promoter build trust while answering?
a) "Our chargers are very reliable; you probably won't need the warranty." b) "We offer a one-year warranty against any manufacturing defects." c) "Honestly, these chargers don't last that long anyway."
5. A customer approaches the promoter visibly upset because their phone charger broke within a week of purchase. What should the promoter acknowledge first?
a) "Let me guess, you dropped it, right?" b) "Hi there, can I help you find something else?" c) "Hi there, I'm sorry to see you upset. Can I help you with something?"
6. A young customer is looking at wireless earbuds. How can the promoter start a conversation to learn more about their needs?
a) "Those earbuds are great for showing off your style!" b) "Hey there! What kind of features are you looking for in wireless earbuds (music, gaming or calls)?" c) "These are the loudest wireless earbuds we have."

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