4th (25) Practice Questions

Front

A person approaches you and tells you of many complaints he has about your department. You should first:

Back

check into the legitimacy of the complaints.

Front

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:

Back

That the delivery people were courteous and careful

Front

Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?

Back

None of these are appropriate to continue.

Front

Which of the following is not a product benefit for a new sweater?
The sweater has a snag-free zipper,
The fabric is made of natural wool,
They come in neutral colors,
The fabric is soft and will last through many washes.

Back

The fabric is soft and will last through many washes.

Front

Which of the following items would NOT be an appropriate finishing touch to your service?
Call the customer to make sure he is satisfied with his purchase,
Send a handwritten note thanking the customer for his business,
Send a postcard thanking a customer for letting you help him select a gift for his wife,
Give the customer your business card & encourage him to return to the store,
Remember the customer’s name and use it when he comes in again

Back

Send a postcard thanking a customer for letting you help him select a gift for his wife

Front

Which of the following are appropriate reasons for following up with a customer? You are curious whether a gift your customer purchased was well received, You want to know why a customer did not make it in for a special sale, You finally located an item the customer asked for a while back, You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now

Back

You finally located an item the customer asked for a while back

Front

How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?

Back

30 seconds

Front

Keeping records about customer preferences:

Back

Can help you provide more personalized service to returning customers

Front

In your client record system, you should record: Customer purchases, Customer interests, Follow-up activities

Back

All of the above

Front

Which of the following statements best describes why a client record system is called a “living” record? It should be accessible to anyone who wants to read it, You should constantly refer to it and update it with new information, You will spend more time maintaining your records than you do actually serving customers, You keep it as long as the customer remains a customer of the store

Back

You should constantly refer to it and update it with new information