Knowing Products & Services/Knowing the Customer

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

• Studying all literature on the products you sell so you can answer questions.

Answer explanation

While observing a customer's behavior can provide valuable insights, actively engaging them through questions is the most effective way to directly understand their specific needs and priorities.

Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?

• Selling Process

• Pricing Strategy

• Return Policy

• Deliver Policy

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

Answer explanation

From the provided options, options A and C represent excellent customer service techniques because they provide clear directions to the customer and display a willingness to assist. Option A) "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." shows consideration and provides precise directions, and option C) "Someone in Customer Service can help you with that; I'll show you the way." demonstrates a** strong commitment** to customer satisfaction by offering personal assistance. Hence, the appropriate answer is Option D) A and C.

Which of the following does not describe a product feature?

• Price

• Flavor

• Texture

• Color

Answer explanation

Price is not distinct and is not always set, so the correct choice would be A. Price since it is more about the cost rather than a specific quality related to the product itself.

Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?

• The location is on the other end of the store, so it would be a long walk for you.

• You're not sure exactly where the product is located.

• You're working with another customer and can't leave your area.

• The customer doesn't seem likely to be able to afford the product.

Answer explanation

In the specified scenarios, the most valid reason for you, as an employee, not to escort a customer to the location of a product they have asked to see is: c) You're working with another customer and can't leave your area. This is due to the necessity of providing good** customer service** to all customers, not only one, simultaneously. However, in such a situation, you should politely explain the circumstance to the customer who asked for help and, possibly if allowed, summon another employee to assist.

What's the best way to respond when a customer asks a question about a product and you don't know the answer.

• Admit that you don't know the answer and take the customer to a coworker or supervisor who can help.

• Give your best-guess answer and let the customer figure it out from there.

• Suggest that the customer consider an alternative product that you are more familiar with, so you can better answer the customer's questions.

• Look for information on the product's packaging or on relevant signs.

Answer explanation

The best way to respond when a customer asks a question about a product and you don't know the answer is to admit that you don't know the answer and take the customer to a coworker or supervisor who can help. It is important to be honest with the customer and not provide incorrect information.

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

Answer explanation

If a customer walks directly to an item, this may indicate that he knows what he wants and would probably appreciate quick, efficient service. When a person enters a store with a clear purpose and heads straight for a specific item, such as a man in a suit selecting oranges, it suggests that the shopper has pre-existing knowledge of what they're looking for and has made a decision prior to entering the store.

Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?

• A leading question

• An open question

• An open-ended question

• A close-ended question

Answer explanation

An open-ended question is a type of question that cannot be answered with "yes" or "no".

Which of the following describes a type of question that is designed to elicit a "yes" or "no"?

• A leading question

• An open question

• An open-ended question

• A close-ended question

Answer explanation

A closed-ended question restricts the respondent to a limited set of predefined answers, often a simple "yes" or "no". This type of question is useful for gathering specific, factual information.

Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?

• Patient Listening

• Foundational listening

• Active listening

• Passive listening

Answer explanation

Active listening goes beyond simply hearing the words; it involves paying close attention to the speaker's tone, body language, and context to interpret their meaning fully.