Final Review 2

My Name

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.

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

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.

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

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

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

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

• Find a co-worker who will process the exception
• Say company policies cannot be altered
• Ask an immediate supervisor to approve the exception
• 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?

• Try pushing different buttons until the message goes away
• Politely interrupt the manager and ask what to do
• 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?

• Recipient's birth date and special gift wrapping instructions
• Name, address, and phone number of the recipient
• Shipping method and any requested enclosures
• Type of product packaging required and the delivery speed