A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?

• Refer to your store’s policy on meeting competitor’s ads

• Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment

• Immediately change the price in your store to meet the competitor’s price

• Ask your store manager how to respond to the customer

Managers who hire sales associates say that they value retail workers for their:

• Willingness to “step back”

• Capacity to work alone

• Ability to focus on a single task

• Composure under pressure

Even if your company’s return policy restricts what you can do for the customer, you should:

• Consider alternatives, such as offering a discount coupon or a free sample

• Agree with him that the product is defective & should be replaced, but tell him that the store won’t let you do anything about it

• Do what the customer asks; management will have to support your decision

• Apologize for your store’s policy

Which of the following might be acceptable techniques for directing a customer to the Customer Service department?

• “Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”

• “You’ll have to take this to Customer Service; I can’t help you here.”

• “Someone in Customer Service can help you with that; I’ll show you the way.”

• A and C

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

• Do something different for a change

• Get customers back to the store so they’ll buy more

• Learn about problems so improvements can be made

• Learn who the potential “problem customers” are

A customer calls and has some technical questions about a product with which you are not completely familiar. You should:

• transfer his call to someone who is knowledgeable in that area.

• pretend that you know what you're talking about and give your own answers.

• tell him to call back another time.

• ask him why he is being so inquisitive.

You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

• Do not get involved in the situation.

• Quickly take your boss aside and provide the correct name.

• Wait until the client leaves, and then provide your boss with the correct name.

• Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

Which of the following is a benefit of an ink jet printer?

• Prints 33 pages in black per minute

• Prints on plain paper, bond, envelopes, and labels

• Will save the customer money on ink because it has a special ink-saving technology

• Offers 2.0 connectivity

If a customer becomes verbally abusive, you should first:

• Refund his money immediately

• Contact your manager

• Tell him he is being abusive

• Call security

When the customer presents you with a problem, you should ask her:

• How she would like the situation solved

• Who is at fault in the situation

• If she shops at your store on a regular basis

• Use your own judgment to solve it