BOR SR

Front

What do you call acknowledging and welcoming the customer in a cheerful way in an attempt to establish a rapport with them?

Back

Making a connection with the customer

Front

A store offers a limited warranty on its laptops. A customer complains that the computer she purchased is defective and wants to return it. What should the associate do?

Back

Ask the customer when the purchase was made and how the computer was operating.

Front

A customer orders take-out from a restaurant and wants to use an expired coupon. The restaurant prides itself on customer service and satisfaction. What should the server do about the coupon?

Back

Honor the expired coupon and thank the customer.

Front

Effective service includes concentrating on understanding the needs of the customer, paying attention to their body language, and maintaining eye contact. What is this step in the selling and service process called?

Back

Making a Connection with the Customer

Front

A customer has a coupon and wants to buy an item that is listed as clearance. However, the coupon only applies to full-priced items. What should the associate do?

Back

Inform the customer that the item does not qualify for the coupon.

Front

You purchase soccer shoes online from a large sporting goods retailer. When you receive them, they are too small. Instead of shipping the shoes back, you stop by to return the shoes at the store closest to your home. What is this an example of?

Back

Omnichannel Retailing

Front

What is a sales associate's role in pricing?

Back

Paying attention to prices on new items, markups, and markdowns so that they can provide accurate information to customers.

Front

A sales associate is unsure about how to answer a customer's question regarding the warranty for a television. What should the sales associate do?

Back

Locate a copy of the warranty document and share it with the customer.

Front

A college student is shopping for a new laptop to do schoolwork. What would you ask the customer to learn more about her preferences and needs?

Back

Which features are most important to you in a laptop?

Front

A fast food store just launched a Mix and Match Deal. Customers can purchase any 2 items on the menu for $5. This is an example of which pricing strategy?

Back

Bundle Pricing