What question do you ask to get feedback to see if the computer software met expectations of the customer? Show
A. Did they deliver it on time? D. How has the software worked for what you were using it for? A new customer comes into your department, but you are helping another customer. You should: A. Focus all your attention on your current customer C. Acknowledge the new customer's presence with eye contact and/or
a brief comment that you'll be right Which of the following would be the best option when trying to find out what a customer wants to buy? A. Can I help you? C. What color do you prefer in that brand? A good reason for creating an opening for discussion is to: A. Break down the customer's sales resistance B. Get to know what the customer wants The best way to talk to a new customer is to: A. Flatter her—tell her she has taste and looks great C. Match what you say and your tone of voice to her personality Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and: A. Suggesting that he buy "top of the
line" products C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile The customer has said "No, thank you" when you offered your help. You should back off for the time being, but remain alert for a sign that you are needed. A. True A. True If the customer isn't shopping alone, you can include the rest of the party by: A. Telling any children to behave themselves while their parent makes this important decision C. Giving other service to those in the party, such as offering a chair or a cup a refreshment A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale? A. Do you want to look at a few more styles? C. Shall I go ahead and replace the band for you or do you want to keep both styles for different looks? Which store offers the best price? A. Store 1 offers the best price. A. Store 1 offers the best price. According to market research, what percentage of customers is likely to spend more if the sales associate is helpful? A. 25% C. 45% If a customer walks directly to an item, this may indicate that he: A. Knows what he wants and would probably appreciate quick, efficient service A. Knows what he wants and would probably appreciate quick, efficient service Your ultimate goal as a sales associate is to: A. Meet your quota each month C. Satisfy the customer
You can best determine the customer's needs by gathering information through careful observation and by: A. Deciding the type of products you think the customer should buy C. Asking the customer thoughtful questions To keep the lines of communication open, the best questions to ask: A. Are direct and to the point C. Begin with who, what, where, when, how, or why Which of the following are examples of open-ended questions? A. Can I help you? B. What features are important to you? When fitting the products to the customer, you should: A. Correct her if she tells you the wrong size B. Ask questions that will help her define the right fit Which of the following phrases might be appropriate when discussing clothing size with your customer? A. You look to be about a size XX. B. Have you worn this brand before? What size was most comfortable for you? How would you handle a situation where a customer wants a brand that you don't carry? A. Convince him that your brands are better B. Get permission from him to show the items you do have that meet his needs If your store does not offer the particular product of service the customer is looking for, your first option should always be to: A.
Convince the customer he doesn't need it anyway B. Suggest alternatives that your store does carry Which of the following scenarios shows the proper use of a business card? The Salesperson says, A. I'm glad I was able to help you find what you
needed today. Here are a few of my cards—be sure to tell your friends and family about me. D. I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests. Which of the following are acceptable ways to ask a customer's permission to provide alternatives? A. We don't carry that specific brand, but may I suggest ... A. We don't carry that specific brand, but may I suggest Referring a customer to a competitor will likely result in: A. The customer seeking you out for future needs A. The customer seeking you out for future needs Creating customer loyalty is rewarding for: A. The store D. All of the above It is appropriate to call the competition to make sure they carry the item the customer is looking for. A. True A. True A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate's best response? A. Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store. D. Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: A. An enjoyable atmosphere and super service A. An enjoyable atmosphere and super service Small kindnesses to your customers may include: A. Letting the customer make a local call to verify appropriateness or preference E. All of the above To assist your customers in a personal way, you should become familiar with: A. Their relatives, special friends, and loved ones C. Resources in and near your store Your Personnel Policy states (1) All Employees can use their 20% discount cards for purchases, (2) Discount cards are non-transferable, (3) Employees are not allowed to ring up their own purchases, (4) Employees must pay for food purchases before consuming them, and (5) Under no circumstances should employees leave the store with goods that have not been paid for. With that in mind, a cashier at Walbound decides to buy a soda to drink during her break. According to the Personnel Policy, how should the cashier pay for the soda? A. Use another employee's discount card to buy the soda D. Ask someone else to ring up the soda as soon as the break begins In preparing a resource list for your customers, you should consider including: A. Local companies that have complementary services to the products you sell D. All of the above When customers request any of the service "extras" your store offers: A. Tell them they'll have to contact Customer Service for further information B. Make a note in your client record system so you can provide more personalized service when those customers return in the future When working with customers with disabilities be sure to take your time, be patient, and: A. Speak loudly, using a lot of hand gestures B. Let the customer help you understand his needs Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty? A. A promise to stand behind the product. A. A promise to stand behind the product. You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience. A. True A. True A customer says, "I think I may be making a mistake here. I do like these pans but they're a gift for my friend, and she doesn't cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase? A. Your friend could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies? A. Your friend could always return them. If you're unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies? You should go out of your way to make customers with disabilities feel like they don't have to do anything. A. True B. False Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy? A. Selling Process A. Selling Process To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities. A. True B. False The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78? A. $10.71 A. $10.71 When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested. A. True A. True Communication is important! When providing service to a person who is hearing impaired, you should: A. Ask the customer how he would like to communicate A. Ask the customer how he would like to communicate When giving service to a person with developmental disabilities, it may be helpful to explain complex tasks one step at a time. A. True A. True When balancing service between phone customers and those you may already be helping in the store, you should: A. Tell your in-store customer that you need to get the phone and she should look around for awhile C. Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached. A. True A. True Turn your phone interaction into a loyal customer by: A. Letting the customer know about sales events D. All of the above Which of the following steps will help you keep commitments to customers? A. Promising customers you will find the items they request D. Calling customers back in a timely manner To help build customer loyalty, you should: A. Say what you'll do and be very clear on what you are promising; make notes so you will remember A. Say what you'll do and be very clear on what you are promising; make notes so you will remember You should make sure that, in your absence, other sales associates do not have access to information about your special orders. A. True A. True By becoming an expert at special orders, you may benefit by: A. Learning more about the products you sell D. All of the above When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and: A. A cup of coffee B. Service with a smile A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST? A. Are you sure that you bought this doll at this store? Do you have your receipt? D. With this kind of toy, it's always best to check the batteries first. Let me check them for you. The warranty is an excellent tool for you to use to: A. Prove that your company has the best price C. Reassure the customer about a product's quality If your company does not have a manual that describes all the major product warranties, you should: A. Avoid talking about warranties with your customers B. Create your own by making copies of the various product warranties and related information If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor. A. True
A. True An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should: A. Completely avoid talking about the specific product and change the topic. B. Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to When your customer asks you to make an exception to the company policy regarding warranties, you should probably: A. Check with your immediate supervisor or manager A. Check with your immediate supervisor or manager When customers return merchandise, you should: A. Make sure they have a good reason for doing so B. Treat them with the same respect you would if they were making a purchase The company's return policy should always be clearly displayed in writing. A. True A. True If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale. A. True B. False Even if your company's return policy restricts what you can do for the customer, you should: A. Consider alternatives, such as offering a discount coupon or a free sample A. Consider alternatives, such as offering a discount coupon or a free sample Which of the following might be acceptable techniques for directing a customer to the Customer Service department? A. "Customer service is on the third floor; take the elevator and turn right when you get off. I'd go with you, D. A and C Customer complaints should be welcomed because they provide an opportunity to: A. Do something different for a change C. Learn about problems so improvements can be made A customer calls and has some technical questions about a product with which you are not completely familiar. You should: A. Transfer his call to someone who is knowledgeable in that area. A. transfer his call to someone who is knowledgeable in that area. You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do? A. Do not get involved in the situation. D. Give the individual the correct name, and explain that your boss was not aware of a different person being When using the T.H.A.N.K.S. method, "K" stands for: A. "Know when to give in to the
customer's demands" C. "Know a solution if the customer does not suggest one" As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn't appear to be around. What should you do?
A. Ignore her and continue to assist the client. D. Ask another employee to help the client while you escort Mrs. W. to a room away from the public area. If a customer becomes abusive, you should probably: A. Refund his money immediately B. Contact your manager When the customer presents you with a problem, you should ask her: A. How she would like the situation solved A. How she would like the situation solved If you find yourself having to resolve a very difficult issue, you may want to: A. Ask the customer to come back another time C. Get help from a more senior employee Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future. A. True A. True As a sales associate, your goal is to: A. Keep the returns to a minimum B. Keep the customer coming back Once you have sent the product out for repair or ordered a replacement, your work is finished. A. True B. False Showing the customer that you and your store stand behind the products and services you sell: A. Limits the
profit on some items B. Shows a professionalism that builds customer loyalty When customers come to you with complaints, you need to: A. Listen carefully D. All of the above A person approaches you and tells you of many complaints he has about your department. You should first: A. Assume that his is just blowing off steam and ignore his complaints. B. Check into the legitimacy of the complaints. If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and: A. That the delivery people were courteous and careful A. That the delivery people were courteous and careful If you are making a follow-up call, it's a good idea to call during the dinner hour to make sure you contact the customer on the first try. A. True B. False When leaving phone messages for customers, you should let them know if it is important for them to call you back. A. True A. True Which of the following items would NOT be an appropriate finishing touch to your service? A. Call the customer to make sure he is satisfied with his purchase C. Send a postcard thanking a customer for letting you help him select a gift for his wife Which of the following are appropriate reasons for following up with a customer? A. You are curious whether a gift your customer purchased was well received C. You finally located an item the customer asked for a while back You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them. A. True A. True Keeping records about customer preferences: A. Will make customers suspicious of your ability to remember details C. Can help you provide more personalized service to returning customers In your client record system, you should record: A. Customer purchases D. All of the above Which of the following statements best describes why a client record system is called a "living" record? A. It should be accessible to anyone who wants to
read it B. You should constantly refer to it and update it with new information You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences. A. True A. True Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates. A. True B. False Your business card or the sales receipt is a good place to make notes for a customer regarding: A. Your work schedule so the customer can contact you in the future D. All of the above If you do not have business cards, you can help the customer remember you by: A. Asking the customer for something on which to write your name and number B. Writing "thank you" on the sales receipt and signing your name If your company does not supply business cards, you should: A. Tell customers that they can find the store number in the phone directory B. Check to make sure creating your own will not violate company policy A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following? A. Tell the person what you think the answer might be. D. Inform the person that you don't know but will find out Which of the following are good reasons to ask customers for their business cards?
A. So you can claim these customers as your own and keep co-workers from making sales to them B. When customers show interest in an upcoming event and you offer to remind them Showing respect for a customer's business card means you should: A. Never write on it C. Make some comment to indicate you have read it If a customer's business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted. A. True A. True Acting as a personal shopper: A. Should be avoided since it takes you away from other customers B. Can add interest and challenge to your job When customers enlist you as their personal shopper, they probably should expect: A. Special discounts B. To save time and effort looking for items themselves When acting as a personal shopper, you should: A.
Choose a wide selection of items from which the customer can choose C. Select only items that fit her interests One of the most important skills in being a personal shopper is to: A. Always guess correctly at what
the customer wants B. Listen carefully for clues about the customer's preferences A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following? A. Tell the person what you think the answer might be. D. Inform the person that you don't know but will find out. Personal shopping services may be appropriate for which of the following customers? A. A
shopper who says she just wants to browse D. B and C Which of the following are ways companies gather customer feedback?Which of the following are ways companies gather customer feedback? Surveys, social media, and customer complaints.
What should you do if a customer asks you to perform a price check and you discover he or she picked up an item similar to a sale item?Apologize and offer a substitute comparable item at the same price.
What is the first step a sales associate should take if the store does not offer the product a customer wants?If your store does not offer the particular product of service the customer is looking for, your first option should always be to: Suggest alternatives that your store does carry. Which of the following scenarios shows the proper use of a business card? The salesperson says......
How do you approach a customer who needs help?Be Eager to Help but Not Aggressive. Addressing the Problem. When a customer is inquiring you about a problem, listen carefully to what is said. ... . Show Knowledge of the Products or Services. Be sure that you and your staff know your products and services inside out. ... . Know About Related Products.. |