Quiz about Ch 4 Performing Your Best

Question 1

Customer follow-up is

Accepted Answer

Sometimes a good idea depending on the situation

Answer

Always a good idea, no matter what the situation

Answer

Always a good idea for the customers who spend the most money on a regular basis

Answer

Never a good idea

Question 2

If an appliance or computer is being shipped, you might call the customer to be certain it was

Accepted Answer

That the delivery people were courteous and careful

Answer

If the customer really liked the deal you gave him

Answer

If the customer has any friends that might like the item

Question 3

Keeping records about customer preferences:

Accepted Answer

Can help you provide more personalized service to returning customers

Answer

Will make customers suspicious of your ability to remember details

Answer

Requires an expensive computer system

Question 4

In your client record system, you should record:

Accepted Answer

All of the above

Answer

Customer purchases

Answer

Customer interests

Answer

Follow-up activities

Question 5

You should contact your customer for feedback when:

Accepted Answer

All of the above

Answer

Their items are being delivered

Answer

They purchase expensive items

Answer

They give you permission to call

Question 6

Customers are most likely to complete feedback surveys if:

Accepted Answer

You ask them to complete it

Answer

The forms are placed near the cash register

Answer

They are happy with your service

Answer

None of the above

Question 7

Turn your phone interaction into a loyal customer by:

Accepted Answer

All of the above

Answer

Letting the customer know about sales events

Answer

Mentioning services he may not be aware of

Answer

Offering to ship items directly to the customer

Question 8

After a delivery is made to a customer, the sales associate should

Accepted Answer

Follow up with call

Answer

End of month survey

Answer

Thank them next time come in

Question 9

The BEST follow-up by the sales associate after a washer & dryer are bought and will be delivered the next day is to

Accepted Answer

Call the day after the delivery

Answer

Call the day before the delivery

Answer

Send a thank you note

Question 10

A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?

Accepted Answer

Call or email to check if the delivery was received on time and items were not damaged

Answer

Ask the customer next time they come in how the item is working

Answer

Put that they bought the appliance in your database

Question 11

What question do you ask to get feedback to see if the computer software met expectations of the customer?

Accepted Answer

How has the software worked for what you were using it for?

Answer

Did they deliver on time?

Answer

Did you have installation problems?

Answer

What new features have you used?

Question 12

If a customer becomes abusive, you should probably:

Accepted Answer

Contact your manager

Answer

Refund his money immediately

Answer

Tell him he is being abusive and call security

Question 13

When the customer presents you with a problem, you should ask her:

Accepted Answer

How she would like the situation solved

Answer

Who is at fault in the situation

Answer

If she shops at your store on a regular basis

Question 14

If you find yourself having to resolve a very difficult issue, you may want to:

Accepted Answer

Get help from a more senior employee

Answer

Ask the customer to come back another time

Answer

Tell the customer that he is being unreasonable

Question 15

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

Accepted Answer

All of the above

Answer

Listen carefully

Answer

Be patient

Answer

Get information

Question 16

A sales associate hears another associate struggling to answer questions from customer.

Accepted Answer

Stop and introduce yourself and help the associate

Answer

Stop & switch with the other sales associate so you are both working on something

Question 17

If a customer becomes irate, the sales associate should call the

Accepted Answer

Manager

Answer

Police

Answer

Customer's Mom

Question 18

How should an employee act when discussing the warranty or return policy with a customer?

Accepted Answer

Objectivity

Answer

Sincerity

Answer

Maturity

Answer

Subjectivity

Question 19

What should an employee show to deal with an inconvenienced customer?

Accepted Answer

Empathy

Answer

Sincerity

Answer

Maturity

Answer

Patience

Question 20

What should an employee show when apologizing?

Accepted Answer

Sincerity

Answer

Empathy

Answer

Patience

Answer

Maturity

Question 21

What should an employee show to deal with angry customers?

Accepted Answer

Patience

Answer

Empathy

Answer

Sincerity

Answer

Maturity

Question 22

What should an employee show to a customer in uncomfortable situation?

Accepted Answer

Maturity

Answer

Objectivity

Answer

Sincerity

Answer

Subjectivity

Question 23

How should an employee act when discussing how a customer looks in dress?

Accepted Answer

Subjectivity

Answer

Sincerity

Answer

Maturity

Answer

Objectivity

Question 24

Use the letter below to answer the questions that follows:

Dear Staff,

I am disappointed with your club's service. Your ads promised hotel discounts and " the usual high-quality auto travel benefits." When I paid my dues, I assumed that roadside assistance would be one of those "usual" benefits. I have checked with three other travel clubs, and they all provide hotel discounts AND roadside assistance.

Here is my club card. Please cancel my membership in your club. I have joined one of the other three clubs.

Sincerely, Jamie Doe

A customer service representative at the travel club received this letter. The travel club is a nationwide membership organization that offers hotel discounts to travelers who join the club. The customer cancelled the membership because the customer

Accepted Answer

Wanted a club that provided more than discounts

Answer

Thought the dues paid were too high

Answer

Wished to use a different club card for auto repairs

Answer

Expected the club to provide a greater variety of discounts

Question 25

What should you do if a shopper topples a pyramid of canned goods into the aisle?

Accepted Answer

Check on the shopper, & then erect a barrier around the cans, until they can be cleaned up properly

Answer

Call for a custodian or maintenance person to clean it up

Answer

Pick up the cans & recreate the display yourself

Question 26

What is the FIRST thing you should do if you find broken glass on the sales floor?

Accepted Answer

Call for a custodian or maintenance person to clean it up

Answer

Find a broom & clean it up yourself

Answer

Erect a barrier around the glass, or stand near the glass to direct traffic away from it until it can be cleared up

Question 27

Store policies that are open to interpretation by store employees

Accepted Answer

Customer satisfaction

Answer

Government law

Answer

Safety

Answer

Liability of product

Question 28

Why is it important for employees to follow the same store guidelines?

Accepted Answer

To ensure same quality experience

Answer

To ensure all employees are paid the same

Answer

To ensure the boss has total control

Question 29

Use the following checklist to answer this question.
CHECKLIST TO PREPARE FOR STATE INSPECTION
*The sink for washing hands must be clean and close by. *Employees must not have any open cuts or scores on hands. *Equipment must be disinfected. *Garbage must be kept in covered containers. *All cleaning products must be properly labeled. *The refrigerator and freezer must be at the right temperature.

The owner of a deli tells an employee that a state health inspector will be visiting that day. The owner asks the employee to help prepare for the inspection. The owner writes out a list of the regulations that the health inspector will check (shown above). To help the deli pass inspection, the employee must make sure that

Accepted Answer

Food waste is put in a can with a lid

Answer

Every workspace is warm or cool enough

Answer

Employees keep their hair covered

Answer

The items in the display window are fresh

Question 30

A new employee has just begun to work for a company. The employee has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven't been explained yet. The employee decides to bring in tax returns to photocopy. Which of these is the best thing for the employee to do?

Accepted Answer

Consult company policy or the manager about using the copier

Answer

Wait until no one is around and copy the returns quickly

Answer

Ask a coworker what everyone else does, and then do the same

Answer

Copy the returns any time during the day when there are no customers

Ch 4 Performing Your Best

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