Customer Svc. Part 3

Three customers enter a store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to ensure they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?

• Kindly ask them to leave the store.

• 1. Greet them and offer to help them find what they are looking for. 

• Immediately call th epolice and keep an eye on the while they are in the store.

• 1. Contact a superviso or loss prevention while avoiding direct contact with the customers. 

Which form of nonverbal communication is appropriate to use when greeting a customer. 

• Pointing

• Smiling

• Staring

• Staring

A customer is looking for a home security system. A sales associate has shown the customer several systems, but the customer keeps responding with various objections. What is the BEST way for the sales associate to determine which system matches the customers needs?

• 1. Ask a combination of open and closed questions to understand the customers objections. 

• 1. Repeat the customer’s requirements to prove that the various systems meet the customer’s needs. 

• 1. Provide more information on the features of the systems already presented. 

• 1. Acknowledge the customer’s objections while continuing to show different systems in a variety of price ranges. 

A toy store is running a promotion. Customers who spend more than $100 at the store will receive 10% off the total purchase. A customer asks the associate what the total will be if she buys a $159.99 bicycle. Before tax, her total would be approximately:

• $100

• $139

• $144

• $150

An associate has read the following safety information in a product manual: Do not use near water. Not suitable for use by children under the age of ten. Do not operate for more than 30 minutes. Always unplug immediately after use. A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST?

• 1. Ask the customer the age of the grandchild.

• 1. Sell the product to the customer 

• 1. Give the product information to the customer to read. 

• 1. Try to interest the customer in the carrying case for the product. 

While returning from a lunch break, an associate is approached by a customer for help. The associate should:

• 1. Tell the customer you are on break and cannot help at this time. 

• 1. Escort customers to a fellow associate for help since you are on a break. 

• 1. Smile at the customer and continue walking on. 

• 1. Ask the customer to come back in five minutes when your break is over. 

  
  

A preferred customer is at the register collecting a gift from a mail promotion The next customer in line wants a gift also and is getting angry. Which of the following should the associate do?

• 1. Process the sale and insert a customer feedback/complaint form in the bag. 

• 1. Offer a gift to keep it quiet so as not to upset the other customers. 

• 1. Apologize to the customer and complete the sales as quickly and efficiently as possible. 

• 1. Explain the qualifications to be a preferred customer and how to receive free gifts. 

The customer profile form is used to track what each customer purchases. What is the BEST reason to suggest additional merchandise?

• 1. To make sure the salesperson remains sharp in his knowledge about store products. 

• 1. So the customer does not have to return often to the store. 

• 1. To make sure the customer has everything he needs to be fully satisfied with the purchase. 

• 1. To keep inventory levels moving quickly and efficiently. 

A customer appears to be browsing throughout your department. What would be your BEST approach for this customer?

• 1. Welcome him and offer to serve him when he is ready. 

• 1. Greet him and point him towards sale merchandise. 

• Acknowledge him and show him the new items that have just arrived in the store.

• 1. Leave the customer to his shopping as he appears to be doing fine on his own. 

You are on duty stocking shelves with your fellow associates, and a customer is having difficulty locating a specific product that is located in another department. Which of the following is the BEST action to take?

• 1. Point the customer to the proper department, and send her in that direction. 

• Go to the other department and get the item for the customer.

• 1. Take the customer to the other department and hand her off to another associate. 

• Call for a manager to take the customer to the other department and find the item.