REVIEW - Test 6 Quizizz 12/16

Conscious or unconscious gestures and movements that express feelings or intentions

• Body Language Cues

• Facial expressions

• Empathy

• Posture

To be successful in handling multiple customers, sales associates need to be

• Quick and alert

• Hostile and pernicious

• Friendly, organized, and patient

• Wearing comfortable shoes and carrying a clipboard

If a customer appears on edge, upset, or angry, then you should

• Mirror their behavior

• Refer them to your supervisor

• Show empathy in your replies

• Offer them a refund or discount

Which of the following is an example of an Open-ended Question?

• “Were you satisfied with your service today?”

• “Was there anything we could have done better to improve your experience today?”

• “How could we have made your experience more enjoyable today?”

• “Was the sales associate helpful today?”

Most body language is usually

• Conscious

• Subconscious

• On purpose

• Obvious

An action the retailer provides to address a service failure.

• Body language cues

• Service Recovery

• Product Return

• Employee Training

After you’ve helped a second customer on the sales floor, when you return to the first customer you were helping, what should you say? Choose the most appropriate answer.

• “Sorry about that! That customer took forever!”

• “Thank you for waiting. You were deciding between the copper and stainless steel products. What questions can I answer about the product?”

• “Thank you for waiting. Have you made your decision yet?”

• “Are you ready for my help now or do you need more time?”

______ is valuable in identifying problems with products, services, facilities, or processes that can be fixed.

• Service Recovery

• Body Language Cues

• Customer Feedback

• Weekly Store Inspection

______ is the process of the customer taking previously purchased merchandise back to the retailer to receive a refund, exchange, or store credit

• Service Recovery

• Product Return

• Customer Feedback

• Customer Loyalty

When dealing with a product return, if the situation escalates and the customer becomes irate, the first thing to do is to

• Call the Police

• Tell them to calm down

• Offer an additional discount/coupon

• Call your manager