Please help me answer questions 12-15. Thank you!

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Please help me answer questions 12-15. Thankyou!

Please Help Me Answer Questions 12 15 Thank You 1 (350.89 KiB) Viewed 10 times

Question 12/15 A customer associate is assisting a customer with two small children, who are loudly playing and running around the waiting room. Another customer comments loudly about the disruption, and the children's mother becomes upset. The associate invites the mother and her children to an open office and gives the children some books. What, if anything, should the associate have done instead? Asked the mother if she wouldn't mind waiting and assisted the annoyed customer first Asked the children to quiet down because they're disturbing other people Asked the annoyed customer to be patient Nothing; the associate's response was appropriate • Rectangular Snip
Question 13 / 15 A customer contacts a chat agent and is requesting new software, which currently has a free-trial offer before the annual fee is charged. When the chat agent explains the cost of the software, the customer gets upset, saying she doesn't want to pay for it unless she knows she'll use it. What should the agent do? Ask the customer how often she plans to use the software to determine if it's worth purchasing Refer the customer to the website to learn about the software before deciding Tell the customer about the software features and send her instructions for downloading the free trial Rectangular Snip Encourage the customer to download the trial and then walk her through the features Assure the customer that the cost is worth it for the new features she'll get as a result
Question 14/15 A customer calls, complaining that the backpack he purchased was damaged in the wash. When the agent asks if washed it as instructed by the user manual emailed to him, the customer says he never received the manual. The agent checks his order and sees the customer likely entered his email address incorrectly. Claims for damaged items may be submitted but aren't always approved. What should the agent do? Explain the mistake and offer to send him the instructions for filing a claim for a replacement Explain that he can file a claim for a replacement but politely suggest he double-check his information Suggest he file a claim but explain it may not get approved since the damage was the customer's mistake Confirm the correct email address and send him the instruction manual for the backpack Confirm the correct email address and offer to file a claim for a replacement on his behalf
Question 15/15 A health club member asks to cancel her membership, effective immediately. When the associate says her contract requires 60 days' notice to cancel, she gets angry and explains she's moving and won't be able to use the gym any longer. She's allowed to transfer her membership for free. What should the associate say? "I understand your frustration, but I can't make an exception for you. If you think you'll use a gym in the future, you could just transfer your membership to a location that's closer to you." "I'm sorry, because you have a contract, I can't make an exception. In the future, you should consider a month-to-month membership to avoid having to pay extra. Would you rather transfer your membership?" "My apologies. Unfortunately, I can't make an exception, since it's part of your contract. Where are you moving? I'm happy to transfer your membership at no cost." "Unfortunately, your contract is non-negotiable, so you'll still be obligated to pay for the next 60 days. Would you rather transfer your membership? It's free."