Customer Service Quiz 10-20

Which guideline should a Sales Associate follow when dealing with difficult Customers?

• Remain Calm and Courteous

• Try to control the conversation

• Speak and act very quickly

• Press the Customers to decide

A ​ (a)   is the best method of displaying a new pizza to customers of a bulk discount store.

• Taste test
• Illustration
• End of aisle display
• Product comparison

A Customer returns to a store with a suitcase that was purchased last month. It was only used a few times for trips, but the wheels are not working right. Which of the following is the BEST response to this problem you can give as an Employee?

• Ask if it was overstuffed, and say that the pressure caused the wheels to stop working. Offer to show a more durable line of suitcases.

• Let the Customer know it appears to be a defect you are unable to fix in store, and provide the Manufacturer's contact info.

• Ask what you can do to fix the situation, and determine if that is in line with company policy. If not, seek a Manager.

• Ask what caused the wheels to break and determine if it was the Manufacturer or the Customer's doing. Then, follow company policy.

An ​ (a)   is what the Customer's unplanned decision to buy something is called.

• impulse
• Coincidental Purchase
• Instinct
• Guided Purchase

Which sale is the best price per item?

• 2 Shirts for %28

• 3 Shirts for $41

• 4 Shirts for $48

• 1 Shirt for $14

A ​ (a)   Question is the MOST APPROPRIATE kind to ask when looking for a Customer's budget.

• Fact Finding
• Subjective
• Judgmental
• Aggressive

A Customer is calling for the Manager, who is currently busy. Which response is the one that leaves the MOST positive impression?

• "I don't know where the manager is. Can you call back later?"

• "The manager is with another customer now. Can I help, or have him call you when he is available?"

• "I think he is on lunch break. I'll have him call you afterward."

• "He is at the doctor's office today. He will return all calls either today or tomorrow."

An irate Customer calls demanding a credit after making a full-price purchase the day before a sale. The policy on returns states that credit is only given out in store, and not over the phone. The Customer does not like the answer. What can you do after apologizing to fix the issue?

• Clearly repeat the policy so they understand there is no other option.

• Explain how both parties benefit from the policy.

• Offer an in-store return or the opportunity to speak with a manager.

• Inform them about future sale dates.

A Sales Associate in a garden center is ringing up a Customer who is buying several house plants. How can the Associate BEST inform the customer about related products?

• Ask the Manager to bring out the items to they can see their options on accessories.

• Point the Customer to the display area for accessories.

• Hand them a leaflet with several accessories on it.

• Ask the customer questions to prompt them to think about other items that may be needed.

What is the best method a Sales Associate can use to learn about a brand new line of products?

• Attend Manufacturer-offered product demonstrations.

• Meet with fellow Sales Associates for advice.

• Research the line on the internet and print out all available product info.

• Observe the Manager helping a Customer, and employ the same tactics used.