Customer Service and Sales Certification Review

Front

A sales associate approaches a customer who is looking at high-end power tools and referring to content on a smartphone. How can the associate BEST engage the customer using technology?

Back

After building rapport with the customer, show where customer reviews for the tools are located on the store's website.

Front

What question should a sales associate ask themselves when studying a competitors' products and services?

Back

Why would I buy my own company's product or services over the competitor's?

Front

Which of the following methods is the BEST way to resolve a customer complaint? Options: Actively listen to the complaint, ask questions, and let the customer have input into the solution. Apologize to the customer that the merchandise didn't work out and refund the cost according to store policy. Ask the manager to handle the situation so the customer feels like a priority regardless of the outcome. Figure out how to make the customer happy before he or she gets angry and the store loses the customer's business.

Back

Apologize to the customer that the merchandise didn't work out and refund the cost according to store policy.

Front

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 a sales associate should prepare for the launch? Options: Acquire knowledge about cosmetics by reading product labels once they are on the shelves., Ask co-workers if they have used the cosmetics and ask what was liked or disliked about each product., Obtain information from vendor's promotional brochures and demonstration videos about the cosmetics., Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.

Back

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

Front

Which of the following is a common sales technique used to build rapport with a potential customer? Cold calling, Hard selling, Upselling

Back

Active listening

Front

What does the term 'cross-selling' mean in sales?

Back

Selling additional products that complement the original purchase

Front

What is the primary benefit of using a CRM (Customer Relationship Management) system in sales?

Back

To manage customer interactions and data

Front

A customer comes into your store and you greet them. Now that you’ve made a connection, what is your next challenge?

Back

Determine exactly what the customer needs.

Front

Why is it important that a sales associate understand written and multimedia materials that are provided by the company, the manufacturer, and supplier?

Back

It helps the associate clearly and accurately provide customers with answers to questions on products.

Front

What is the BEST way for the associate to gain knowledge on the new vendor's line of home theater speakers? Options: Complete all new training and review vendor supplied information on the features and benefits of the products., Get feedback from other vendors in the same product line, and compare and contrast the new products features with existing vendors products., Research industry websites that contain expert reviews, comparisons, and customer feedback on the products., Schedule time with a supervisor to get training on the new products so that insight can be gained on where the new products will be positioned in the department.

Back

Complete all new training and review vendor supplied information on the features and benefits of the products.