Customer Service - Unit 3

Which of the following is a good transition statement that can lead to closing a sale?

• Are you ready to buy this?

• Do you want to buy this today or come back later?

• Would you like that folded or left on the hanger?

• Are you sure that's the shirt that you want to buy?

Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?

• A $5 bill, 2 $1 bills, 1 dime, 1 penny

• A $5 bill, 3 $1 bills, 1 dime, 1 penny

• A $5 bill, 3 $1 bills, 11 pennies

• A $5 bill, 2 $1 bills, 11 pennies

Where are large bills, such as $50s and $100s, typically placed within a cash drawer?

• In the compartment with the $20s

• In the compartment with the 10s

• Wherever there is the most room

• Below the cash drawer

Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?

• 80-90%

• 50-60%

• 30-40%

• 10-20%

What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?

• Escalate your tone to match the customer's tone

• Call a supervisor immediately

• Deny the customer's request

• Call security

What's the term for service that is designed to be tailored to a specific customer's needs and interests?

• Customer Service

• Quality Service

• Personalized Service

• Helpful Service

What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?

• Customer Service

• Quality Service

• Personalized Service

• Helpful Service

Which of the following accurately defines "private-label" products?

• Products that are sold only to a select group of customers

• Products whose names are not displayed on their packaging

• Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer's store.

• Products that are available to be purchased only by a store's employees

Which of the following questions is the most appropriate way for a retail associate understand if a customer prefers inexpensive or expensive brands?

• Do you buy clothes at second-hand stores?

• How much do you want to spend?

• What clothing brands do you usually prefer?

• I like higher-end clothing brands myself, don't you?

If a customer was about to purchase a soccer ball, which of the following would be the best item to try and cross-sell?

• A baseball bat

• A basketball

• Soccer shorts

• A soccer goal frame and net