CS Screening Test 1

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

• Did they deliver it on time 
• Did you have installation problems 
• What new features have you used 
• How has the software worked for what you were using it for 

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

• Focus all your attention on your current customer 
• Let the new customer wait his turn until you have completed your current sale 
• Acknowledge the new customer's presence with eye contact and/or a brief comment that you'll be right with them. 
• Help the customer who looks like he will spend the most money 

Which of the following would be the best option when trying to find out what a customer wants to buy? 

• Can I help you? 
• Are you looking for anything special? 
• Whatcolor do you prefer in that brand? 
• Is that the brand you want? 

A good reason for creating an opening for discussion is to 

• Breakdown the customer's sales resistance 
• Get to know what the customer wants 
• Convince the customer how much you know about the product 
• Increase your store's sales revenues 

The best way to talk to a new customer is to

• Flatter her - tell her she has taste and looks great 
• Interact as if you are old friends 
• Match what you say and your tone of voice to her personality 
• Convince her that you know what is best for her to buy 

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 

• Suggesting that he buty "top of the line" products 
• Stating that the products in your store are far better than those in other stores 
• Indicating that based on your professional product knowledge, you feel his purchases are worthwhile. 

A retail association see that an electrical socket has wires exposed in an areas where customers shop.  The retail association must 

• Secure the area and report the situation to management 
• Call the custodian for assistance 
• Do a temporary cleanup as best he/she can 
• Nothing/ maintenance will clean it up 

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

• Telling any children to behave themselves while their parent makes this important decision 
• Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate 
• Giving other service to those in the party, such as offering a chair or cup of refreshment 
• Remind the customer of the kids' zone area 

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 should her the options and she like one in particular.  What is the best to say to close the sale? 

• Do you want to look at a few more styles 
• Will that be cash or credit card? 
• Shall I go ahead and replace the band for you or do you want to keep both styles for different looks? 
• We'll be having a sale on watches sometime next month. 

According to market research, what percentage of customer is likely to spend more if the sales associate is helpful? 

• 25% 
• 32%
• 45%
• 55%