What is the first thing a sales associate should do when asked by a customer to make an exception to store policy?

Ask an immediate supervisor to approve the exception

Find a co-worker who will process the exception

Say company policies cannot be altered

Try to find out if any competitors offer the same exception

An error message appears when the cashier rings up a sale, information on operating the register is available at each register. The manager is nearby helping another customer. What should the cashier do FIRST?

Politely interrupt the manager and ask what to do

Try pushing different buttons until the message goes away

Call the register's technical support number

Look for the error message in the register manual

What is the MOST important information the sales associate must get from a customer in order to arrange for a purchase to be shipped as a gift?

Name, address, and phone number of the recipient

Recipient's birth date and special gift wrapping instructions

Shipping method and any requested enclosures

Type of product packaging required and the delivery speed

Which of the following would be the BEST way for sales associate to demonstrate the benefits of cosmetic products to their customers?

Provide small samples for customers to take home

Convince the customer to buy the product based on how wonderful the product is in TV commercials

Personally use the products to develop a personal opinion about the product

Tell the customer that the product is the hottest selling product on the market and that supplies are limited

Which statement about warranties and customer service is TRUE?

The associate is usually the first point of contact when a customer is not satisfied with a purchase

Associates are not responsible for understanding warranties and how to process claims

Warranties have no place in a sale when commissions are part of the associate's pay structure

Product warranties need not to be made available until after a purchase has been finalized

When should a customer be acknowledged?

As soon as he or she opens the door

Within the first 30 seconds of walking into the store

After he or she has had a chance to look around

In order to understand a customer's reason for buying and to find out which product is appropriate for her, which of the following is the BEST way to gather information from the customer?

Ask questions that make the customer share her needs, and help her make choices and take action

Give a demonstration, and then ask questions about what the customer has seen, heard, and thinks

Ask questions but disregard the answers if the customer is not clear about what she wants

Ask technical questions that may be challenging for the customer to answer but may get you the information you need quickly

A customer placed a special order for the floor tile with your company and was told his order would be ready in a week. Two weeks have gone by and the customer calls asking about his order. What should you do?

Apologize to the customer, get the order information, and follow up on the order

Apologize and explain to the customer that any special orders for tile always take up to two weeks

Explain to the customer that there has probably been a delay with his order, and it will take another week before it arrives

Provide the customer with the phone number for the company to get an update on shipping.

An employee of a small company has duties that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?

Offer the customer a choice of holding while he finds the answer or receiving a call back.

Tell the customer he doesn't know the answer to the question and politely end the call

Put the customer on hold and search for the answer quickly while the customer holds

Give the customer as much of an answer as possible based on the knowledge he has.

A sales associate completes an online training class for a store's new phone, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?

Plug the display unit in and time how long it takes to charge.

Ask a friend that has a similar phone

Check the internet when the sales associate goes home

What are the PRIMARY types of retail training for sales associates?

Product knowledge and company procedures

Accounting procedures and stock management

Special orders and delivery scheduling

Vendor relationships and site locations

A customer calls a banking call center to report that the ATM fees on his account are incorrect. During the call, the call center's computer system goes down, making it impossible to check the customers account. What should the call center associate do?

Offer to call the customer back when the computer system is working.

Put the customer on hold in hope that the computer system will be working soon

Suggest that the customer use online banking instead of the call center

Tell the customer to try calling in about an hour when the system may be working

When following up on a customer's recent refrigerator delivery and installation, the customer explains that the delivery person's muddy shoes soiled the carpet. What is the sales associate's BEST response to the complaint?

I'm sorry to hear that. Wat can I do to make this right for you?

I apologize for that. Is the refrigerator working to your satisfaction?

That's strange. The delivery people are supposed to take their shoes off

What was the delivery person's name? I'll be sure to let him/her know about the problem?

A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9am and noon. AT 1pm, the customer calls to report that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?

Apologize and arrange to deliver the sofa at the next convenient time for the customer

Explain that if the customer had called earlier the problem could have been prevented.

Explain to the customer that deliveries often run behind schedule

Tell the customer to call the delivery department to reschedule delivery

You are ringing up a customer's order when the customer notices that the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there is a sale sign, and find that there is an old, expired sale sign in front of the product. What is the MOST appropriate course of action?

Remove the sign, apologize to the customer, and give the sale price to the customer

Call your manager to remove the sale sign and handle the situation with the customer

Explain to the customer that is is an expired sale sign and she needs to pay the higher price

Ask a coworker to finish ringing up the customer while you check to make sure all the signs in the store are current.

A customer has a question about the care of a sweater. What is the BEST way for a sale associate to find information on this topic?

Check the fiber content and care label in the sweater

Ask another sales associate about caring for the sweater

Ask the store manager where to find the information

Check the manufacturer's website with the customer

What is the BEST reason why sales associates should actively participate in company provided training?

To learn new skills and knowledge used to provide exceptional customer service

To achieve certification status for sales and service knowledge

To feel more confident performing role plays in front of coworkers

To prove to the company a commitment to a career in retail

What is the best method a sales associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store has just started to stock?

Attend product demonstrations offered by the manufacturer at the store, and ask questions while taking notes

Research the product line on the internet, and print out and read any available product information

Meet with several experienced sales associates in the store, and ask them for guidance and advice

Observe the store manager assisting a customer, and try to employ the same techniques that were used.

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate. "This will never do. I can't wear them like this. You are going to have to change the hem." How should the sales associate respond?

Apologize, admit the mistake, and assure that the situation will be quickly resolved

Agree to alter another pair of pants without acknowledging the mistake

Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake

Tell the customer that the fit was based on accurate measurements

A customer arrives to pick up a stereo from the repair department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20 minutes, the customer is angry. What should the associate do?

Apologize and offer to located and deliver the stereo

Sell the customer a new stereo at a reduced price

Refer the customer to a supervisor

Tell the customer you are sorry. The call was a mistake

A sales associate was trained in a selected line for Young Juniors. The associate is reassigned to Housewares due to personnel shortages. What is the BEST way for the associate to learn about the products in the new department?

Talk to the Housewares supervisor and ask for help regarding product lines

Gather information about a product when a customer requests the information

Talk to Housewares associates during the work shift in Juniors

Visit competitors Housewares departments to learn product lines

A customer asks an associate for help choosing a scarf. The customer mentions that she is allergic to many natural fabrics. The associate will be on duty for only 15 more minutes and is rushing to finish restocking shelves before leaving. Which of the following should the associate do NEXT?

Show the customer where the scarves are, and then point out that the labels include information on the fiber conent.

Offer to help the customer text scarves to see which will not cause an allergic reaction

Ask the customer questions to learn which fibers she can use, and then help her find scarves in that materal

Suggest that the customer look at scarves, and then say that another associate will be there in 15 minutes to help.

a customer calls and asks an associate to search for an item. The associate knows that the item is not in the store. The BEST approach to serving this customer is

Suggest a similar item and offer to send it to the customer without a shipping charge

Apologize and end the call as quickly as possible

Suggest that the customer order the item from another store or through the store catalog

Offer to search for the item in another store and follow up with the customer

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

Escort customer to a fellow associate for help since you are on a break

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

Smile at the customer and continue walking on

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

What is the best way to serve a customer who is shopping with a group of friends?

Provide quality service to all in attendance

Isolate the customer from the group so you can concentrate on his or her needs

Talk directly to the customer and avoid conversation with others

Try to talk the friends into making purchases as well.

A customer is looking at televisions. What is the BEST question for the associate to ask the customer?

What features are important to you?

Is this for you, or is it a gift

May I show you some televisions that just arrived

Are you looking for anything special?

During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing, If only one sales associate is in the department, how should that associate address the customer on the phone?

After giving the name of the company, let the customer know that someone will be available momentarily to help

After giving the name of the company and his or her name, ask if the customer could call back

After giving the name of the company and his or her name, ask for the customer's name and phone number and offer to call back

After giving the name of the company, apologize for the delay and immediately place the customer on hold

What is the BEST way for a sale associate to become familiar with a store's products and services?

Attend all company and vendor provided trainings

Partner with another sales associate and ask questions

Study advertising flyers to acquire product information

Spend time on the sales floor with associates and ask questions

What should a sales associate do if a customer delivery is delayed?

Apologize for the inconvenience and inquire with management about a resolution

Explain that deliveries are backed up and that the situation is being resolved

In the future, only give approximate dates for delivery to not mislead customers

Direct the customer to the shipping/receiving department

While an associate is working at the service desk, an upset customer approaches with an item to return. What should the sales associate do?

Listen to the customer tell his or her story and then address the customers needs

Inform the customer of the specific details of the return policy

Call a manager to handle the return

What should a store associate strive to accomplish in their role regarding customer purchase decisions?

Provide a positive and memorable experience

Greet and make a connection with the customer

Ask if there are other ways that you can help them

What demonstrates excellent product knowledge when a customer seeks information and location of the product within a store?

Offer extensive information about the product and walk them to the aisle where the product is currently located

Tell the customer that you don't know what the product is or where it is located but another store employee may know

Offer extensive knowledge about the product and convince the customer that the product is the best product in the store

Tell the customer that you do not carry the product because you have never seen it in the store before

Which of the following is NOT a disruption of the customer loyalty life cycle?

The customer decides to look at competitors for a better price.

Product quality is lower than the customer expected

The customer did not have a good customer service experience

The customer felt the music was too loud in the store.

A customer asks a sales associate to ship a gift overseas. The company does offer this service. What should the associate do first?

Explain the delivery options and charges

Tell the customer the shipping department hours.

Tell the customer that shipping oversees is expensive

Describe the delivery conditions and who has responsibility for the gifts condition on arrival

How should a sales associate handle an upset customer who insists on speaking with a manager but will not explain the problem?

Express in self confidence in being able to take care of the customers needs

Insist that the customer explain the problem before consulting a manager.

A sales associate is helping a customer with a new sweater that just arrived. The customer asked about the proper care instructions. What should the sales associate do?

Check the care label in the sweater and advise the customer

Call over the manager to answer the question

Ask another sales associate if he or she knows the care instructions

Assume it is the same as other sweaters and give those instructions

A customer has tried on a business suite and really likes the style and color. However, the pants are too long. Which of the following responses is the best way for the sales associate to encourage the customer to use the store's alteration services.

That suit sure looks nice on you. Are you aware we offer free hemming on all of our slacks. It only takes a couple of days.

Are those the shoes you would wear with that suit? The shoe department is having a sale this week. You might want to try on a higher heel.

How are you with a needle and thread? If you don't sew, we do offer alterations for a small fee.

That is a great suit. You might want to have it laundered and then see if the slacks are still too long. We do have a tailor on staff

Which of the following is the BEST reason for a sales associate4 to test and sample a product before it goes on display?

To make it easier to demonstrate and sell products

To learn how to push slow-moving objects and not lose a sale

To warn customers about products that are difficult to assemble

To impress customers by demonstrating knowledge and expertise

A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold the charge. What is the best way for the associate to respond to the customer?

I am sorry that the battery is not working properly. Fortunately, the laptop is still under warranty with the manufacturer. Let me look at the sale and see what we can do to help you

I can understand your anger since it's a new product. Laptop batteries are notorious for failure if they aren't charged properly. Did you follow the instructions in the set up guide.

I'm sorry you've had this trouble. Fortunately, the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number.

It's strange that a new battery would stop working only a week after purchase. It must be either defective or somehow damaged. How were you using the laptop when the battery was working?

A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the best way for sales associates to prepare for the launch?

Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics

Acquire knowledge about the cosmetics by reading product labels once they are on the shelves

Ask coworkers if they have used the cosmetics and ask what was liked or disliked about each product.

Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.

Final Review 2

Authored by Gerardo Contreras

others

Used 2+ times

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OPEN ENDED QUESTION

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which is the best way for a sales associate to react to a customer complaint?

Record the customer complaint and the steps taken to handle the complaint

Review company policy to ensure that the customer service policies were correctly followed

Look for the sales associate responsible and let that person know that the customer is unhappy

Ensure understanding of the issue and use it as an opportunity to improve customer satisfaction.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A sales associate notices a customer looking at a high-end bag. The associate approaches her and she says, "I love the bag, but it's just too expensive," What should the sales associate do?

Inform her that it has not been there very long and hopefully more will be in stock

Ask questions to see if a similar item could meet her needs

Agree with her about the price and thank her for coming into the store,

Explain the store markdown program

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

Greet him and point him towards sale merchandise

Welcome him and offer to serve him when he is ready

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

Welcome him but leave the customer to his shopping as he appears to be doing fine on his own.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?

Offer the customer a discount on another brand

Match features of the desired product with an alternative selection

Refer the customer to another store

Steer the customer to items that are currently on sale

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the best way for a sales associate to inform customers of the stores frequent shopper program

Call potential customers to inform them of the program

Explain the program upon customer inquiry

Tell customers about it during the sales transaction

Call potential customers to inform them of the program and to offer to get them started earning awards

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer is shopping for a pink mixer she saw on the set of a popular TV chef show. Your store carries the item, and it is the most expensive item in your store. What should you do FIRST?

Show the customer other new appliances and cookware from that celebrity chef line

Show the customer the item, point out the features, and state the price

Ask the customer how she is planning to use the mixer

Determine what features are most attractive to the customer, and point out other mixers with those features

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