Customer Service Fall Exam

Great customer service combines:

• professionalism

• critical thinking

• problem solving

• respect

• all of these answers

The American with Disabilities Act states that every business must accommodate people with physical disabilities. When you are making these accommodations, you are making your store:

• seasonal

• reachable

• accessible

• inaccessible

If you want to succeed in offering great personal service to customers, you will rely on:

• focusing on sales goals

• maintaining a record of customer needs and preferences

• maintaining inventory control

• focusing on helping coworkers

Your client records should contain all of the following EXCEPT:

• email

• name

• Facebook account

• telephone number

What is first-in-first-out?

• rotation of personnel so those hired 1st are moved out to the sales floor 1st

• rotation of perishable so those expiring first are in the front

• the 1st customer in line is the first serviced and first out the door

• rotation of merchandise so that trendy items replace the old trend

What is the most overlooked step in the job hunting process?

• send a thank you note after the interview

• include a cover letter

• make a follow up call

• ask for a referral

Which of the following is NOT key to maintaining a store display?

• restocking if necessary

• checking the display throughout the day

• filling in holes of the display throughout the day

• keeping the display cluttered

These products are offered at a lower than typical price:

• regular merchandise

• trade merchandise

• clearance merchandise

• sale merchandise

Fulfilling obligations, completing assignments, and meeting deadlines is an example of:

• dependability

• Initiative

• applied knowledge

• adaptability

You have a customer who seems indecisive about purchasing an item. How can you BEST overcome this?

• Explain benefits of product

• Explain features of product

• Explain the store has the best associates to help at anytime

• Explain return policy and product quality