Front

As a sales associate, you can influence a shopper’s decision to return to your store by making shopping a more enjoyable experience.

Back

True

Front

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

Back

An enjoyable atmosphere and super service

Front

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, Bringing merchandise to an older or disabled customer while he sits down, Telling a customer about a lounge where she may tend to her baby’s needs

Back

All of the above

Front

To assist your customers in a personal way, you should become familiar with: A. Their relatives, special friends, and loved ones B. Entertainment centers and movie theaters in the district C. Resources in and near your store

Back

Resources in and near your store

Front

You should match your store services with customers who will appreciate them by paying attention to each customer’s unique needs and interests. True or False?

Back

True

Front

In preparing a resource list for your customers, you should consider including: Local companies that have complementary services to the products you sell, Phone numbers that customers have requested in the past, such as a taxi service, Information about companies you recommend, such as repair shops

Back

All of the above

Front

When customers request any of the service “extras” your store offers, what should you do?

Back

Make a note in your client record system so you can provide more personalized service when those customers return in the future.

Front

When working with customers with disabilities be sure to take your time, be patient, and:

Back

Let the customer help you understand his needs

Front

What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?

Back

Two-thirds

Front

You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.

Back

True