Customer Service Practice for Final

A customer walks into the deli department at the supermarket and is overwhelmed by the variety of cheeses for sale. The customer asks an employee, who is still in training, some questions about the differences in the cheeses. The other deli associate is on a lunch break. What can the associate do to save the sale?

• Try to suggest that the customer try a different product that the associate knows about.

• Ask the customer to come back later when the other employee is back from lunch.

• Explain to the customer that he is new and apologize that he cannot be more helpful.

• Off the customer samples of the cheeses she is interested in and express interest in her reactions.

Which procedure should a sales associate follow when dealing with a difficult customer?

• Press the customer to decide

• Speak and act very quickly.

• Remain calm and courteous.

• Try to control the conversation.

Once the customer has expressed interest in a product, how should the sales associate FIRST present the product?

• Describe other customers who bought this product.

• Describe the product's strongest features and benefits.

• Explain manufacturer warranties are store guarantees.

• Explain the available or layaway options.

A customer calls the store to check to see if a particular digital camera is in stock, and the sales associate confirms that it is. The customer states that he will arrive to view the camera shortly and mentions that he is in a rush. What would be the BEST way for the sales associate to prepare for the arrival of this customer?

• Locate the manufacturer's brochure and appropriate accessories and be prepared to offer an extended warranty to the sale.

• Place the camera and memory card at the customer service desk with the customer's name attached, and request a page when the customer arrives so he can be quickly assisted.

• Place the camera in a bag with the customer's name attached, and leave the

A representative from a popular cosmetics company is coming in to demonstrate makeup applications. The sales associate attends the demonstration and becomes familiar with how to use them. Why should the sales associate attend this demonstration again?

• To learn how to increase sales of slow moving products.

• To position oneself for a possible career development.

• To be better able to answer customers' questions about the product.

• To become aware of upcoming sales or in store promotions.

A woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As a sales associate you know that the dress will go on sale in two days. How do you close the sale?

• Explain that special events need special dresses and she cannot go wrong with her selection.

• Tell her about the sale and encourage her to return next week to buy the dress.

• Ask your manager if you can override the price.

• Suggest a different dress that is currently on sale.

A customer comes into the store needing to buy a gift for a friend's wedding. According to the gift registry all of the gifts are NOT in the customer's price range. What is the best suggestion to give the customer?

• Suggest the customer spend more than they were planning since it is for a friend.

• Suggest a gift card in the amount the customer was planning to spend.

• Suggest an item to your customer that you would like to get as a gift.

• Suggest the customer ask his friend if they are registered at any other stores.

Three customers enter the store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to assure they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?

• Kindly ask them to leave the store

• Greet them and offer to help find what they are looking for.

• Immediately call the police and keep an eye on them while they are in the store.

• Contact a supervisor or loss prevention while avoiding direct contact with the customers.

A customer is shopping for a pink mixer she saw on the set of a popular celebrity TV chef show. Your store does not have one in the store. Which of the following should you do first?

• Show the customer other new appliances and cookware from the celebrity's chef line.

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

• Ask the customer how she is planning to use the mixer.

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

What should a sales associate do IMMEDIATELY before putting products out of display?

• Practice demonstrating features and benefits with a co-worker.

• Ensure that signage has been created and will attract customers.

• Read the product label to learn features and benefits.

• Test the product and make sure it is damage-free and working properly.