Customer Service Quiz 1

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 them feel welcome

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

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

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

• True

• False

According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?

• 25%

• 32%

• 45%

When providing customer service, your goal is to:

• Keep the returns to a minimum

• Keep the customer coming back

• Decide who’s right or wrong

• Make the most sales

When customers come to you with complaints, you need to:

• Listen carefully

• Be patient

• Get information

• All of the above

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

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

• tell them to call back another time.

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

• tell them you cant help them.

If a customer becomes abusive, you should probably:

• Refund his money immediately

• Contact your manager

• Tell him he is being abusive

• Call security

What are the best kinds of questions to ask to a customer to encourage conversation?

• Open-ended

• Yes, no

• Direct and to-the-point

• None. Let the customer ask you questions