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Customer Service: Know Before You Sell

Authored by Alicia Pennywell

Life Skills, Specialty

9th - 12th Grade

Used 14+ times

Customer Service: Know Before You Sell
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26 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 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

2.

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

3.

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

4.

MULTIPLE CHOICE QUESTION

30 sec • 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:

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

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

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

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Deciding the type of products you think the customer should buy

Telling the customer everything you know about your products

Asking the customer thoughtful questions

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Are direct and to the point

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

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

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

Are structured to save the customer’s time

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