CS - Pre-Test Review - Part 3

A customer is looking at a new desktop computer. To energize your sales presentation, you should:

• Give a personal experience that you’ve had with using that same computer.

• List the features of the computer

• Ask questions about why she needs a computer

• Demonstrate how the computer would be great for gaming because of its fast graphics

Which of the following is not a component of good customer service?

• Attendance at store trainings

• A positive attitude

• Asking closed-ended questions to get a definitive yes or no answer

• Acknowledge the customer quickly

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

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

What is a planogram?

• A visual map that shows shelf height and merchandise and signage placement.

• A store’s floorplan that shows the different departments in that store.

• A store’s floorplan that shows where ads and displays go.

• A notice that tells employees the advertised specials of the week.

Showing the customer that you and your store stand behind the products and services you sell:

• Limits the profit on some items

• Shows a professionalism that builds customer loyalty

• Encourages customers to return items more frequently

• Shows the customer that you are a talented sales associate

Showing respect for a customer’s business card means you should:

• Never write on it

• Put it in your purse or wallet for safe keeping

• Make some comment to indicate you have read it

• Ask them if you can put it in the bowl used for drawing prizes

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

• Listen carefully

• Be patient

• Get information

• All of the above

You are a car salesman at a new car dealership. A customer is gathering information before making the final decision on her new car. You have suggested the car that seems to be the best choice based on what she has stated when you questioned her. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?

• I’m sorry. I don’t have a business card, but if you will give me yours, I’ll be glad to call you to see if you have other questions.

• I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have additional questions.

• Well, if you want to come back and look some more, here is my card. Feel free to give me a call.

• I’m sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.

If your company does not have a manual that describes all the major product warranties, you should:

• Avoid talking about warranties with your customers

• Create your own by making copies of the various product warranties and related information

• Decide on a general, neutral comment you can make if customers ask you about a warranty

• Open up the package and read the warranty to them