If the customer isn’t shopping alone, you can include the rest of the party by:

Offering services to people in the party, such as refreshments or a chair to sit.

Reminding them that their children must behave.

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

How will you pay for this? Cash or Credit card.

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service.

Just wants to look around and has no interest in buying, so don't help him.

Your ultimate goal as a sales associate is to:

Only do what is necessary to be the top sales associate in your department.

You can best determine the customer’s needs by gathering information through careful observation and by:

Asking the customer open ended, thoughtful questions.

Deciding the type of products you think the customer should buy.

To keep the lines of communication open, the best questions to ask:

Begin your questions with who, what, where, when, how, or why.

Only use questions that give a yes or no answer.

Which of the following are examples of open-ended questions?

What features of the product are important to you?

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit.

Correct the customer because she tells you the wrong size you think she is.

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

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

You look to be about a size XX.

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

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

Convince him that your brands are better that anyone else.

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

Suggest alternatives that your store does carry.

Convince the customer he doesn’t need it anyway.

Which of the following scenarios shows the proper use of a business card? The Salesperson says:

I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.

If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you

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?

Referring a customer to a competitor will likely result in:

The customer seeking you out for future needs.

The customer never returning to your store.

Creating customer loyalty is rewarding for:

Everyone; the store, customer and sales associate.

What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?

Read the labels and packaging information on the new product.

Ask customers to explain what they know about the products.

A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response?

Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.

Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive

Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:

An enjoyable atmosphere and super customer service.

Free coffee and doughnuts anytime and a clean restroom only.

Small kindnesses to your customers may include:

Letting the customer make a local call to verify appropriateness or preference.

Consolidating many small packages into one large shopping bag.

To assist your customers in a personal way, you should become familiar with:

Resources in and near your store.

Their relatives, special friends, and loved ones.

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.

What is one of the BEST ways to prevent shoplifting?

Acknowledge and greet all customers in a friendly manner as they enter the store.

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 the product isn’t the best quality so you need a warranty.

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

We do not offer installation services, but I can call the company that will come install the set for you.

Sorry, we don't offer installation services. You will have to figure it out on your own.

A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?

Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?

I think it’s nice to give something you like. If she doesn’t like them, maybe she will give them to you.

You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 2 rings. What do you do?

Excuse yourself, answer the phone, and ask the caller if you can call him/her back.

Answer the phone and continue to help the customer at the store at the same time.

Product features are NOT described as which of the following:

Answer the physical questions, color, size, etc.

You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven’t been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do?

Consult company policy or the manager about using the copier.

Wait until no one is around and make a copy of your tax returns.

When balancing service between phone customers and those you may already be helping in the store, you should:

Excuse yourself courteously from your in-store customer saying that you’ll be right back, answer the phone and tell customer you are helping other customers at the moment, get name, number and time to call customer back.

Tell your in-store customer that you need to get the phone and she should look around for awhile

You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?

Hello. I'm .... We have some great fabric and pattern choices. What colors do you prefer?

I see you are interested in our suits. I don't think that is the right look for you.

Turn your phone interaction into a loyal customer by:

Letting the customer know about sales events. or services he/she may not know about.

Letting the customer know about services he/she may not be aware of.

Which of the following steps will help you keep commitments to customers?

Calling customers back in a timely manner.

Promising customers you will find the item they requested.

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.

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.

An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:

Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.

Completely avoid talking about the specific product and change the topic.

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.

Managers who hire sales associates say that they value retail workers for their:

Capacity to work alone, self-motivated, and can handle pressure.

Willingness to “step back” and have a no care attitude.

Customer complaints should be welcomed because they provide an opportunity to:

Learn about problems so improvements can be made.

Do something different for a change.

What are the best kinds of questions to ask to a customer to encourage conversation?

Direct and only yes or no questions.

Customer Service Exam

Authored by JASON MCKENZIE

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50 questions

Show all answers

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Did they deliver it on time?

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

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A new customer comes into your department, but you are helping another customer. You should:

Let the new customer wait his turn until you have completed your current sale.

Acknowledge the new customer's presence with eye contact and brief comment you'll be right with him.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following would be the best option when trying to find out what a customer wants to buy?

What color do you prefer in that brand?

Are you looking for something in particular?

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A good reason for creating an opening for discussion is to:

Increase your store’s sales revenues

Get to known what your customer wants.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The best way to talk to a new customer is to:

Match what you say and your tone of voice to her personality.

Convince her that you know what is best for her to buy

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and:

Suggesting that the customer only buy “top of the line or the best” products.

Based on your professional product knowledge, you feel his purchases are worthwhile for your store.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:

Secure the area and report the situation to management.

Do Nothing, maintenance will clean it up.

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Customer Service Exam

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

A new customer comes into your department, but you are helping another customer. You should:

Which of the following would be the best option when trying to find out what a customer wants to buy?

A good reason for creating an opening for discussion is to:

The best way to talk to a new customer is to:

Three ways to create a positive impression of you and the store include: Complimenting the customer's taste; assuring the customer that he is the expert; and:

A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:

If the customer isn’t shopping alone, you can include the rest of the party by:

A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

Which store offers the best deal? .................Store 1 ...............Store 2..............Store 3 Price $27.00 $27.00 $27.00 Discount 0.00 0.00 10% Warranty 5 year 3 year 4 year

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