The warranty is an excellent tool for you to use to:

Reassure the customer about a product’s quality

Prove that your company has the best price

Explain your company’s return policy

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

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

Avoid talking about warranties with your customers

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

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

Check with your immediate supervisor or manager

Make the exception, but only if the customer promises to make additional purchases

Tell him you do not make exceptions

When customers return merchandise, you should:

Treat them with the same respect you would if they were making a purchase

Make sure they have a good reason for doing so

Not worry about how you treat them, because you don’t want them to come back again

The company’s return policy should always be

clearly displayed in writing & mentioned by the employee

clearly displayed in writing only

Even if your company’s return policy restricts what you can do for the customer, you should:

Consider alternatives, such as offering a discount coupon or a free sample

Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it

Do what the customer asks; management will have to support your decision

In preparing a resource list for your customers, you should consider including:

Local companies that have complementary services to the products you sell

Phone numbers that customers have requested in the past, such as a taxi service

Information about companies you recommend, such as repair shops

When customers request any of the service “extras” your store offers:

Make a note in your client record system so you can provide more personalized service when those customers return in the future

Tell them they’ll have to contact Customer Service for further information

Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

Shoppers are more likely to buy new food products if:

You provide recipes for using them

You display serving suggestions

If you do not have a product that meets all of a customer’s needs, your best course of action is to:

Point the customer toward a nearby competitor that sells exactly what they’re looking for

Sell a product you have that satisfies most of the customer’s needs

Tell them you are sorry for the inconvenience

If a customer wants an item that is out-of-stock, you should do all of the following except:

Take the customer’s phone number but don’t promise to call by any specific date

Find out when the next shipment is due to arrive

Contact other stores in your chain to see if they have it in stock

Check with the warehouse and see how quickly it can be transferred to your store

A customer will be more likely to buy a product such as a DVD player if you

List every feature the DVD player has

Open the manual to show how instructions are displayed

Which of the following examples BEST represents cross-selling?

Showing the customer a matching scarf and gloves when the customer purchases a winter coat.

Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.

Discussing the benefits of different brands when a customer is purchasing a computer.

Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas.

What is the most effective way to determine a customers price range for an item?

Listen closely to the customers responses to questions regarding price

Ask how much of weekly income the customer can spend on the product

Watch the customers body language when showing the customer a price tag

Expect that if the customer like the quality; price will not be an issue.

Which of the following BEST defines a guarantee?

Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.

Coverage of the defects described in the information provided by the manufacturer

Certificate insuring that a product has been properly inspected by the manufacturer

Service contract that covers products beyond the time frame or conditions stated by the manufacturer

If the store does not offer the particular product the customer is looking for to use this weekend for a party they are hosting, your FIRST option should always be to

Offer to special order the item

If the store does not offer the specific one of a kind particular product the customer is looking for, your FIRST option should always be to

Offer to special order the item

A customer is already trying dresses on. A sales associate may assist by

Offering 2 sizes stating each brand varies

Asking what size the customer wants in the locker room

Asking how much the customer plans on spending

When is the BEST time to tell a customer about a product warranty?

At the beginning of sales process when discussing benefits

A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer?

Offer alternative that meets the customer’s needs

Personally deliver the item when in stock

The warranty is an excellent tool for you to use to:

Reassure the customer about a product’s quality

Prove that your company has the BEST price

Explain your company’s return policy

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

Apologize for the inconvenience & give the refund unless they prefer an exchange or store credit

Ask them why they didn’t want it and give them store credit

No returns at this point in time

Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?

A promise to stand behind the product

To show it isn’t the best quality so you need a warranty.

A promise to replace the product no matter what happens.

To prove you will not need a warranty

The BEST way for a sales associate to show the product’s quality is to

tell the customer to try the product after they buy it

Let the customer read the label

A retailer may allow for a more flexible return policy because it

Keeps customers from being dissatisfied by allowing them to return or exchange

Keeps customers from getting angry and yelling at the associate

Allows teenagers to wear outfits & return them afterwards

Information a customer gives you

Is not public knowledge but you can share if the customer allows you to share it

Becomes public knowledge & you may share it with other sales associates

Becomes public knowledge but you can only share it if the customer allows

The first step in addressing a customer’s objections is to:

Make sure you understand the objection

Point out ways the product benefits the customer

Try to show alternative products

If a customer’s objections don’t seem consistent with what she said before, you should:

Dig a little deeper to get to the root of the problem

What is the BEST way for a sales associate to inform customers of the store’s frequent shopper program?

Tell customers about it during the sales transaction.

Explain the program upon customer inquiry

Call potential customers to inform them of the program

Call potential customers to inform them of the program and to offer to get then starting earning awards

A sales associate can limit objections in sales presentations by

Building rapport and trust and focus on needs

Allowing an amount of time for feedback

Not going over their price limit

An advertisement for the AC unit states “you buy it and we install it” but then the sales associate gives the customer a list of items that the store doesn't do installments for and the AC unit is on the list. How will you handle this situation?

Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.

Apologize for the inaccurate ad and pay for a professional to install.

Honor what the advertisement says and complete the installment yourself.

Give the customer money to get the AC installed by a professional.

By becoming an expert at special orders, you may benefit by:

Learning more about the products you sell

Learning more about customer needs and interests

Getting to know people in other departments

When the sales associate is stocking the shelves, he should FIRST

Make sure the product is working

Read the instructions on the manual to know how to use

Practice saying the features and/or benefits to a co-worker

What is a REBATE and when does the customer receive it?

After the customer mails in the receipt and rebate form, he/she will receive money in the mail

When you put a little bit at a time for a product and then when you are finished paying for the product, you get to take it home

Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation service for freezers. Which of the following is the BEST response?

"Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself."

"All you have to do is simply plug it in. It does not need any special hook-ups."

"We offer installation on some items, but freezers are not included."

"I am sorry for the misunderstanding, but you do not need installation service for this unit."

A new line of designer silk scarves has arrived in your store. The scarves have intricate clasps and there are multiple ways to tie. What should the sales associate do before demonstrating the scarves to customers?

Try out the multiple ways to tie the scarves so she can better show customers how to wear them.

Safely unpack the merchandise to minimize damage from handling before putting on display.

Photocopy an illustration to show the different styles for wearing.

Check for an inspection sticker on either the merchandise or package to ensure the clasps work properly.

Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare?

Demonstrate the treadmill in the store to become familiar with the features.

Ask her boss to assign her to another department she is more familiar with

Find the treadmill box and read the information.

Switch departments with another sales associate.

Ch 3 Selling and Service

Quiz

•

Mathematics

•

10th Grade

•

Practice Problem

•

Medium

•

CCSS

RI.9-10.5, RI.8.8, RL.8.1

+33

Standards-aligned

Robin Duncan

Used 10+ times

FREE Resource

56 questions

Show all answers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which display showcases the idea of suggestive selling?

A display with hunting gear and ballet slippers.

A display with a mannequin with a dress, necklace, & shoes on

A display with different color watches.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do?

Ask the manufacturer

Look at the label

Ask a customer

Ask an employee

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Private label items:

Are often made by famous manufacturers

May have the same features as a nationally-recognized brand

Are often less expensive than national brands

All of the above

Tags

CCSS.RI. 9-10.8

CCSS.RI.11-12.8

CCSS.RI.8.5

CCSS.RI.8.8

CCSS.RI.9-10.5

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following phrases might be appropriate when discussing clothing size with your customer?

You look to be about a size XX.

Have you worn this brand before? What size was most comfortable for you?

How big are you?

You wear a bigger size on the bottom than on the top.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How would you handle a situation where a customer wants a brand that you don’t carry?

Convince him that your brands are better

Get permission from him to show the items you do have that meet his needs

Tell him that he won’t find anything better than what you have

Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway

Tell him you don’t carry that brand then excuse yourself to serve someone else

Tags

CCSS.RL.11-12.3

CCSS.RL.6.3

CCSS.RL.7.3

CCSS.RL.8.3

CCSS.RL.9-10.3

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

Convince the customer he doesn’t need it anyway

Suggest alternatives that your store does carry

Immediately refer him to a competitor

Inform him of the drawbacks of the product he is seeking

Tags

CCSS.RI.11-12.3

CCSS.RI.8.3

CCSS.RI.8.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following are acceptable ways to ask a customer’s permission
to provide alternatives?

We don’t carry that specific brand, but may I suggest …

Is that the only brand you were interested in?

Is there anything else you were looking for?

We don’t recommend that item. May I show you a better product?

All of the above

Tags

CCSS.RI.11-12.3

CCSS.RI.8.3

CCSS.RI.8.5

CCSS.RI.9-10.3

CCSS.RI.9-10.5

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Ch 3 Selling and Service

56 questions

Which display showcases the idea of suggestive selling?

A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do?

Private label items:

Which of the following phrases might be appropriate when discussing clothing size with your customer?

How would you handle a situation where a customer wants a brand that you don’t carry?

If your store does not offer the particular product of service the customer is looking for, your first option should always be to:

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

The warranty is an excellent tool for you to use to:

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

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

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Which of the following are acceptable ways to ask a customer’s permission
to provide alternatives?