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

Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on

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

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service

Just wants to look at the item and has no interest in buying

Is in a hurry and doesn’t want any attention from you

Is looking for the least expensive brand

Your ultimate goal as a sales associate is to:

Provide service to as many customers as you can

You can best determine the customer’s needs by gathering information through careful observation and by:

Asking the customer thoughtful questions

Deciding the type of products you think the customer should buy

Telling the customer everything you know about your products

To keep the lines of communication open, the best questions to ask:

Begin with who, what, where, when, how, or why

Are ones that can be quickly answered with a "yes" or a "no"

Are ones that are able to direct the customer to a decision

Which of the following are examples of open-ended questions?

What features are important to you?

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

Correct her if she tells you the wrong size

Which of the following phrases might be appropriate when discussing clothing size with your customer?

Have you worn this brand before? What size was most comfortable for you?

You wear a bigger size on the bottom than on the top.

How would you handle a situation where a customer wants a brand that you don’t carry?

Get permission from him to show the items you do have that meet his needs

Convince him that your brands are better

Tell him that he won’t find anything better than what you have

Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway

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

Suggest alternatives that your store does carry

Convince the customer he doesn’t need it anyway

Immediately refer him to a competitor

Inform him of the drawbacks of the product he is seeking

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?

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs

The customer never returning to your store

A lost sales opportunity for you

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

An enjoyable atmosphere and super service

Free coffee and doughnuts, and a clean restroom

Sales associates who look snazzy and take turns helping customers

Small kindnesses to your customers may include:

Letting the customer make a local call to verify appropriateness or preference

Consolidating many small packages into one large shopping bag

Bringing merchandise to an older or disabled customer while he sits down

To assist your customers in a personal way, you should become familiar with:

Resources in and near your store

Their relatives, special friends, special friends, and loved ones

Entertainment centers and movie theaters in the district

In preparing a resource list for your customers, you should consider including:

Local companies that have complementary services to the products you sell

Phone numbers that customers have requested in the past, such as a taxi service

Information about companies you recommend, such as repair shops

When customers request any of the service "extras" your store offers:

Make a note in your client record system so you can provide more personalized service when those customers return in the future

Tell them they'll have to contact Customer Service for further information

Tell them they'll have to wait until you finish with the other customers in your area before you can give them that amount of time.

When working with customers with disabilities be sure to take your time, be patient, and

Let the customer help you understand his needs

Speak loudly, using a lot of hand gestures

When you can, make decisions for the customer

Communication is important! When providing service to a person who is hearing impaired, you should:

Ask the customer how he would like to communicate

Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk

Call over to your sales associates and tell them them you have a disabled person to work with, would they please take care of other customers?

When balancing service between phone customers and those you may already by helping in the store, you should:

Excuse yourself courtewously from your in-store customer saying that you'll be right back and answer the phone.

Tell your in-store customer that you need to get the phone and she should look around for awhile

Move your in-store customer over to by the phone and help both customers at the same time

Turn your phone interaction into a loyal customer by:

Letting the customer know about sales events

Mentioning services he may not be aware of

Offering to ship items directly to the customer

Which of the following step will help you keep commitments to customers?

Calling customers back in a timely manner

Promising customers you will find the items they request

Calling customers back only when you can find the requested item or information

Immediately stopping whatever you're doing to take care of phone customer requests

To help build customer loyalty, you should:

Say what you'll do and be very clear on what you are promising; make notes so you will remember

Not risk disappointing a customer by telling him when you cannot make an exception

Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

By becoming an expert at special orders, you may benefit by:

Learning more about the products you sell

Learning more about customers needs and interests

Getting to know people in other departments

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

An excuse for the product’s failure

Customer Service Full

Quiz

•

Business

•

10th - 12th Grade

•

Practice Problem

•

Medium

Patricia Alexis

Used 6+ times

FREE Resource

Student preview

125 questions

Show all answers

MULTIPLE CHOICE QUESTION

15 mins • 1 pt

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

Make sure your clothes are neat and you look professional

Find your sales book and get it ready for your next sale

Tidy up the product display before showing it to the customer

Greet the customer and make him feel welcome

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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 him

Help the customer who looks like he will spend the most money

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Projecting a professional and friendly image includes:

Dressing in expensive, professional looking clothing

Shaking the hand of each customer

Behaving in an alert and courteous manner

Standing behind your cash register and waiting for the customer to come to you

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Break down the customer’s sales resistance

Get to know what the customer wants

Convince the customer how much you know about the product

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Three ways to create a positive impression of you and the store include

Suggesting that he buy “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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The customer has said “No, thank you” when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed.

True

False

Access all questions and much more by creating a free account

Create resources

Host any resource

Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever

or continue with

Microsoft

Apple

Others

Already have an account?

Popular Resources on Wayground

15 questions

Fractions on a Number Line

Quiz

•

3rd Grade

20 questions

Equivalent Fractions

Quiz

•

3rd Grade

25 questions

Multiplication Facts

Quiz

•

5th Grade

54 questions

Analyzing Line Graphs & Tables

Quiz

•

4th Grade

$fractions$

22 questions

fractions

Quiz

•

3rd Grade

20 questions

Main Idea and Details

Quiz

•

5th Grade

20 questions

Context Clues

Quiz

•

6th Grade

15 questions

Equivalent Fractions

Quiz

•

4th Grade

Discover more resources for Business

13 questions

BizInnovator Startup - Experience and Overview

Quiz

•

9th - 12th Grade

15 questions

SMART Goals Setting

Quiz

•

9th - 12th Grade

Customer Service Full

125 questions

It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:

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

Projecting a professional and friendly image includes:

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

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

Three ways to create a positive impression of you and the store include

The customer has said “No, thank you” when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed.

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

The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.

As a customer service professional, the best way for you to remember your regular customers’ interests is to keep a written record of the vital information.

Access all questions and much more by creating a free account

Popular Resources on Wayground

Discover more resources for Business