Front

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?

Back

Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.

Front

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are: An enjoyable atmosphere and super service, Free coffee and doughnuts and a clean restroom, Sales associates who look snazzy and take turns helping customers, Good inventory and easy checkout

Back

An enjoyable atmosphere and super service

Front

Small kindnesses to your customers may include: Letting the customer make a local call to verify appropriateness or preference, Consolidating many small packages into one large shopping bag, Bringing merchandise to an older or disabled customer while he sits down, Telling a customer about a lounge where she may tend to her baby’s needs

Back

All of the above

Front

To assist your customers in a personal way, you should become familiar with: Resources in and near your store

Back

Resources in and near your store

Front

In preparing a resource list for your customers, you should consider including: Local companies that have complementary services to the products you sell, Phone numbers that customers have requested in the past, such as a taxi service, Information about companies you recommend, such as repair shops

Back

All of the above

Front

When customers request any of the service “extras” your store offers:

Back

Make a note in your client record system so you can provide more personalized service when those customers return in the future

Front

What is one of the BEST ways to prevent shoplifting? Options: Lock up expensive merchandise. Acknowledge and greet all customers in a friendly manner as they enter the store. Put security cameras in plain view of the customer. Use mirrors that make aisles visible to the cashier.

Back

Acknowledge and greet all customers in a friendly manner as they enter the store.

Front

What is the purpose of a warranty that provides repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product?

Back

A promise to stand behind the product.

Front

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

Back

We do not offer installation services, but I will give you the number of a company that will come install the set for you.

Front

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?

Back

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?