Customer Service and Sales Practice 4

Front

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?

Back

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

Front

Which store offers the best price?
Store 1: Price $27 with no discount or warranty
Store 2: Price: $27 with no discount and a 3-year Warranty.
Store 3: Price $30 with a 10% discount and a 4-year warranty

Back

They all offer the same exact price

Front

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

Back

Suggest alternatives that your store does carry

Front

Which of the following are acceptable ways to ask a customer's permission to provide alternatives? We don't carry that specific brand, but may I suggest. . ., Is that the only brand you were interested in?, Is there anything else you were looking for?, We don't recommend that item. May I show you a better product?

Back

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

Front

Customer complaints should be welcomed because they provide an opportunity to:

Back

Learn about problems so improvements can be made

Front

A customer wants her grocery store to start carrying a new item. She asks a store clerk if that is possible. How should the clerk respond?

Back

Ask the manager on duty to talk with her about stocking the item

Front

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?

Back

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

Front

What should you do as the sales associate before displaying the new dresses from a designer in China?

Back

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

Front

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?

Back

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

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.