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MERA CUSTOMER SERVICE PRE-TEST

Authored by Bernice Broussard

Other

11th - 12th Grade

CCSS covered

Used 1K+ times

MERA CUSTOMER SERVICE PRE-TEST
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100 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

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

Tags

CCSS.RI.11-12.7

CCSS.RI.9-10.7

CCSS.RL.11-12.7

CCSS.RL.9-10.7

CCSS.RI.8.7

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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

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

Tags

CCSS.RI.2.1

CCSS.RI.3.1

CCSS.RL.2.1

CCSS.RL.3.1

CCSS.RI.1.1

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

A good reason for creating an opening for discussion is to:

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

Tags

CCSS.RI.2.1

CCSS.RI.3.1

CCSS.RL.2.1

CCSS.RL.3.1

CCSS.RI.1.4

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

The best way to talk to a new customer is to:

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

Tags

CCSS.RL.8.3

CCSS.RL.6.3

CCSS.RL.7.3

CCSS.RL.9-10.3

CCSS.RL.11-12.6

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

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:

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

Tags

CCSS.RI.11-12.5

CCSS.RI.9-10.5

CCSS.RI.11-12.3

CCSS.RI.9-10.3

CCSS.RI.8.5

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

A retail association sees that an electrical socket has wires exposed in an area where customers shop.  The retail associate 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

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