A new employee has just begun to work for a company. The employee has not seen any other employee use the copy machines for their own personal use, but he knows that there are some benefits that have not been explained yet. The employee decides to bring in his tax returns to photocopy. Which of these is the BEST thing for the employee to do?

Consult company policy or the manager about using the copier.

How should a cashier at the Pharmaid pay for a candy bar during break according to personnel policy?

Ask someone else to ring up the candy after the break begins.

A sales associate observes a customer browsing a rack of men’s suits. How should the associate approach the customer? Options: “I see you’re interested in our suits.”, “The blue suits are very popular. You take a size 40, right?”, “We have some great fabrics and pattern choices. I really think gray would look best on you.”, “I have some great suits on sale. May I show you a few?”

“I have some great suits on sale. May I show you a few?”

Once you have established a connection with a customer, what is your NEXT challenge?

Determine exactly what the customer needs.

What should Sally do to prepare for working with treadmills at the sporting goods store?

Demonstrate the treadmill in the store to become familiar with the features.

A customer brings a competitor’s ad into your store and asks that you meet the advertised price. As a sales associate, what should you do FIRST?

Refer to your store’s policy on meeting competitor’s ads.

Which of the following examples BEST represents cross-selling? Mentoring the sale on athletic shoes when a customer purchases a pair of dress shoes., Discussing the benefits of different brands when a customer is purchasing a computer., Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas., Showing the customer a matching scarf and gloves when the customer purchases a winter coat.

Showing the customer a matching scarf and gloves when the customer purchases a winter coat.

What is the most effective way to determine a customers price range for an item?

Listen closely to the customers responses to questions regarding price.

Which of the following BEST defines a warranty/guarantee?

Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.

Which is the BEST way to exhibit the features & benefits of an item? Options: Ask the customer to read the product labels & tags., Share personal experiences about using the product & say it works well., Communicate the technical specification about the product such as weight & materials., Relate product features to the customer’s needs in a “so that you can” statement.

Relate product features to the customer’s needs in a “so that you can” statement.

Which is the NEXT BEST way to exhibit the features & benefits of an item? Options: Ask the customer to read the product labels & tags., Share personal experiences about using the product & say it works well., Communicate the technical specification about the product such as weight & materials., Relate product features to the customer’s needs in a “so that you can” statement.

Share personal experiences about using the product & say it works well.

What is the BEST way for a sales associate to inform customers of the stores frequent shopper program?

Tell customers about it during the sales transaction.

If the store does not offer the particular product the customer is looking for to use this weekend for a party they are hosting, your FIRST option should always be to:

Suggest alternatives that your store does carry.

A customer is already trying dresses on. A sales associate may assist by

Offering 2 sizes stating that each brand varies when it comes to sizing

What is a rebate and when does the customer receive it?

A rebate is received after the customer mails in the receipt, and he/she will receive money in the mail.

The BEST way for the sales associate to learn the benefits of a product is to: Attend a team training where you discuss benefits, Read the vendor manual, Read the instructions

Attend a team training where you discuss benefits

After a delivery is made to a customer, the sales associate should

Follow up with the customer that day

A sales associate hears another associate struggling to answer questions from customer. What should they do?

Stop and introduce self and help the co-worker

A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer?

Offer alternative that meets the customer’s needs.

The sales associate was with a customer when another customer walked in so he communicated with him non-verbally. Which of these options is an acceptable non-verbal communication in this example? Saying welcome to the store, how may I help you? Smiling at the customer & making eye contact Smiling & saying I’ll be right with you

Smiling at the customer & making eye contact

The warranty is an excellent tool for you to use to:

Reassure the customer about a product’s quality

Which of the following statements BEST describes why a client record system is called a “living” record? Options: 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

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

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

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

Which of the following is a benefit? Options: The comforter is white. The comforter is a neutral color and coordinates with many styles. The comforter is queen size. The comforter has a high thread count.

The comforter is a neutral color and coordinates with many styles.

A sales associate can limit objections in sales presentations by

Building rapport and trust and focusing on needs

The BEST follow-up by the sales associate after a washer & dryer are bought & are to be delivered the next day is to:

Call the day after the delivery

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

Call or email to check if the delivery was received on time and items not damaged

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit

A customer is looking at cell phones and appears to be having a tough time making a decision. What should the sales associate say to the customer to help him/her find what she is looking for?

How will you be using your phone, for example business or personal use?

A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. The sales associate’s BEST response is

I understand, let me get someone to assist you

Why should a sales associate read a flyer about a competitor’s price?

To be more knowledgeable of prices when informing customer

A customer saw an Item online on sale and came into the store looking for it. It's not there. Apologize for inconvenience and _____?

Ask open ended questions to find alternative that meets needs.

What should you do when the phone is ringing in a very busy shoe store with customers already waiting? Options: Say company name and say you'll call back later and get number, Say company name and ask for them to call back, Say company name and put them on hold

Say company name and say you'll call back later and get number

What should the sale associate ask the customer to figure out which camera is best for them?

What type of pictures do you plan to take with this camera?

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

What new features have you used?

NRF Customer Service Study Guide First Semester

Flashcard

•

Business

•

10th - 12th Grade

•

Practice Problem

•

Hard

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65 questions

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FLASHCARD QUESTION

Front

What should a retail associate do if he or she discovers an electrical hazard?

Back

Secure the area, and report the situation to management

FLASHCARD QUESTION

Front

What is the BEST way to learn about new merchandise in your store?

Back

Read the labels and packaging information on the new products.

FLASHCARD QUESTION

Front

Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation services for freezers. Which of the following is the BEST response?

Back

Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself.

FLASHCARD QUESTION

Front

If a senior citizen buys a bird feeder on Wednesday, how much will it cost?

Back

$18

FLASHCARD QUESTION

Front

What should the sales associate do before demonstrating the scarves to the customers?

Back

Try out the multiple ways to tie the scarves so she can better show customers how to wear them.

FLASHCARD QUESTION

Front

What is the BEST way for the sales associate to encourage the customer to buy her grill at Happy’s Hardware?

Back

Explain how the multiple features of Happy’s Hardware grills make them the BEST value.

FLASHCARD QUESTION

Front

You are completing a sale in store and another customer calls on the phone. What should you do?

Back

Excuse yourself, answer the phone, and quickly assist the caller.

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