If the customer isn't shopping alone, you can include the rest of the party by:

Giving other service to those in the party, such as offering a chair or a cup of 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?

Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

If a customer walks directly to an item, this may indicate that he

Knows what he wants and would probably appreciate quick, efficient service

You can best determine the customer's needs by gathering information through careful observation and by:

Asking the customer thoughtful questions

To keep the lines of communication open, the best questions to ask:

Begin with who, what, where, when, how, or why.

Which of the following are examples of open-ended questions? What features are important to you, Can I help you?, Do you like blue or brown?, Is this all for you today?

What features are important to you

When fitting the products to the customer, you should:

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? Options: Have you worn this brand before? What size was most comfortable for you?, You look to be about a size XX., How big are you?, You wear a bigger size on the bottom than on the top.

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?

Get permission from him to show the items you do have that meet his needs.

If your store does not offer the particular product or 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, "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."

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? Options: We don't carry that specific brand, but may I suggest..., Is that the only brand you were interested in?, Is there something else you were looking for?, We don't recommend that item. May I show you a better product?

We don't carry that specific brand, but may I suggest...

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

What is the best way for a sales associate to learn about new merchandise that has just come into your store?

Read the labels and packaging information on the new product

A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associate sees a customer with a small child who is eating an ice cream cone in front of the laptops. What should the sales associate's best response be?

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: 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

An enjoyable atmosphere and super service

To assist your customers in a personal way, you should become familiar with: Resources in and near your store, Dining and day care near the store, Entertainment centers and movie theaters in the district, Their relatives, special friends, and loved ones

Resources in and near your store

When customers request any of the service "extras" your store offers, what should you do?

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

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

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

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

A promise to stand behind the product.

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?

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

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?"

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?

What should you do as the sales associate before displaying the new dresses from a designer? Options: Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it, Photocopy an illustration to show the different ways it can be worn, Check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets U.S. guidelines, Safely unpack the merchandise to minimize damage from handling before displaying it

Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it

You are a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 2 rings. What do you do?

Excuse yourself, answer the phone, and ask the caller if you can call him/her back.

Product benefits are all of the following except they should: Be physical (color, size, etc.), Appeal to the senses, Relate to the quality of the merchandise and how the customer will enjoy it, Answer the question "Why?"

Be physical (color, size, etc.)

You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven't been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do?

Consult company policy or the manager about using the copier.

When balancing service between phone customers and those you may already be helping in the store, you should

Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone.

You work in a men's store and see a customer looking at a rack of men's suits. What would be the best thing to say as you approach this customer?

We have some great fabric and pattern choices. What colors do you prefer?

Which of the following steps will help you keep commitments to customers? Options: Calling customers back in a timely manner, Immediately stopping whatever you're doing to take care of phone customer requests, Calling customers back only when you can find the requested item or information, Promising customers you will find the items they request

Calling customers back in a timely manner

To help build customer loyalty, you should: Say what you'll do and be very clear on what you are promising; make notes so you will remember and make exceptions, but be sure to let the customer know that you are making an exception that your actions do not reflect standard practices, Not risk disappointing a customer by telling him when you cannot make an exception, None of these, All of these

Say what you'll do and be very clear on what you are promising; make notes so you will remember and make exceptions, but be sure to let the customer know that you are making an exception that your actions do not reflect standard practices.

A customer comes into your store and you greet him. Now that you've made a connection, what is your next challenge?

Determine exactly what the customer needs

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?

With this kind of toy, it's always best to check the batteries first. Let me check them for you.

NRF/Mera Customer Service Certification Flashcard

Flashcard

•

11th - 12th Grade

•

Practice Problem

•

Hard

Wayground Content

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98 questions

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FLASHCARD QUESTION

Front

What question do you ask to get feedback to see if the computer software met expectations of the customer?

Back

How has the software worked for what you were using it for?

FLASHCARD QUESTION

Front

A new customer comes into your department, but you are helping another customer. You should:

Back

Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with him.

FLASHCARD QUESTION

Front

Which of the following would be the best option when trying to find out what a customer wants to buy? Options: What color do you prefer in that brand?, Is that the brand you want?, Are you looking for anything special?, Can I help you?

Back

What color do you prefer in that brand?

FLASHCARD QUESTION

Front

A good reason for creating an opening for discussion is to:

Back

Get to know what the customer wants.

FLASHCARD QUESTION

Front

The best way to talk to a new customer is to:

Back

Match what you say and your tone of voice to her personality

FLASHCARD QUESTION

Front

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:

Back

Indicating that based on your professional product knowledge, you feel his purchases are worthwhile.

FLASHCARD QUESTION

Front

A retail association sees that an electrical socket has wires exposed in an area where customers shop. What must the retail associate do?

Back

Secure the area and report the situation to management.

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