Front

A customer enters the store to return a digital camera and starts off by exclaiming, “It sure wasn’t as user friendly as I was told it would be!” Which action taken by the sales associate is MOST likely to save the sale and ensure that the customer is satisfied?

Back

Ask questions to better understand the customer’s problem, and then suggest a product that meets the customer’s needs.

Front

What should a bakery associate do when a customer asks why the superstore bakery changed from in-store baking to the company’s central baking plant?

Back

Use the information in the memo to answer the customer’s question.

Front

A retailer encourages customers to use their mobile devices “check-in” when they walk into the store location. How can the retailer best use check-in data to gather information about the customers?

Back

Use check-in data to target customer’s network of friends in order to attract new business.

Front

A customer wants to buy a digital camera but is concerned that it may be too complicated to upload pictures to her computer. What should the associate do?

Back

Demonstrate and explain the steps to upload pictures.

Front

While returning from a lunch break, an associate is approached by a customer for help. The associate should:

Back

Tell the customer you are on break and cannot help at this time

Front

Why should the sales associate attend the makeup demonstration again?

Back

To be better able to answer customers’ questions about the products.

Front

Why is being a knowledgeable sales associate a KEY component of providing exceptional customer experience?

Back

It improves the sales associate's confidence and level of customer service by having increased product knowledge.

Front

A customer is shopping for golf shoes and asks if they are waterproof. The sales associate replies, “No, sir. The shoes are not waterproof.” What should the associate add in response?

Back

We do sell a good water repellent spray. Would you like me to add it to your order?

Front

What approach should a sales associate take to ensure a customer buys the correct golf driver that fits his height and price range?

Back

Ask questions and observe the customer.

Front

During a busy day at a shoe outlet, several customers are waiting to try on shoes and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?

Back

After giving the name of the company and their name, ask the customer’s name and a number to call back.