exam: customer service & sales (july 2024 release)\nquestion 60 of 75\na customer enters the electronics…

exam: customer service & sales (july 2024 release)\nquestion 60 of 75\na customer enters the electronics department and asks an associate about the features of a television. the associate is new and does not know enough to answer the customers questions. how can the associate best provide assistance to this customer?\na. suggest the customer call the toll - free number for the manufacturer and get the information.\nb. ask another associate for help answering the questions and actively listen to the responses.\nc. get the customer name and number and make a plan to call the customer with the information later.\nd. apologize to the customer and explain that he is new and has not yet been trained to answer a lot of questions.

exam: customer service & sales (july 2024 release)\nquestion 60 of 75\na customer enters the electronics department and asks an associate about the features of a television. the associate is new and does not know enough to answer the customers questions. how can the associate best provide assistance to this customer?\na. suggest the customer call the toll - free number for the manufacturer and get the information.\nb. ask another associate for help answering the questions and actively listen to the responses.\nc. get the customer name and number and make a plan to call the customer with the information later.\nd. apologize to the customer and explain that he is new and has not yet been trained to answer a lot of questions.

Answer

Brief Explanations:

In customer - service, when an associate doesn't know the answer, asking another associate for help and actively listening to the responses is the best way to immediately assist the customer. Option A passes the responsibility to the manufacturer, Option C delays the assistance, and Option D only apologizes without providing a solution.

Answer:

B. Ask another associate for help answering the questions and actively listen to the responses.