Customer Service and Sales Quiz

What is the most important person in every retail transaction?

• Employee

• Customer

• Manager

• Supplier

What is a company brand?

• The company's logo

• The company's mission statement

• The CEO of the company

• The overall impression gathered from information seen, heard, and experienced by customers

What is a key brand promise for retailers?

• Fast delivery

• Customer service

• Quality products

• Low prices

What is the purpose of a company's culture?

• To build trust with customers

• To reduce costs

• To provide additional expectations for delivering brand promises

• To increase sales

What percentage of customers in the United States say they would pay a higher price for something in order to do business with a company that delivers great service?

• 9 out of 10

• 5 out of 10

• 7 out of 10

• 3 out of 10

What is customer satisfaction defined as?

• The number of customers served in a day

• A measure of how happy a customer is with a specific transaction and their overall experience with the retailer

• The amount of money spent by a customer

• The number of products purchased by a customer

What are the five steps of the customer service process?

• Greet, Listen, Understand, Respond, Deliver

• Smile, Talk, Sell, Thank, Repeat

• Ask, Answer, Solve, Close, Follow-up

• Welcome, Assist, Guide, Support, Conclude

What is the recommended time frame to greet each customer?

• 10 seconds

• 30 seconds

• 1 minute

• 2 minutes

What is the purpose of the 'listen' step in the customer service process?

• To greet each customer within 30 seconds

• To make eye contact with the customer

• To provide the best solution or options to the customer

• To let the customer do the talking and show that you care about helping them

What should be done after listening to the customer's needs?

• Clarify what you have fully understood to be the customer's need

• Provide the best solution or options to the customer

• Make eye contact with the customer

• Greet each customer within 30 seconds