If the customer isn’t shopping alone, you can include the rest of the party by:

C. Giving other service to those in the party, such as offering a chair or a cup a refreshment

A. Telling any children to behave themselves while their parent makes this important decision

B. Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate

D. Remind the customer of the kids’ zone area

Select the letter of the best response to each question about customer service. A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?

Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?

Do you want to look at a few more styles?

Will that be cash or credit card?

We’ll be having a sale on watches sometime next month.

Which store offers the best deal?

They all offer the same exact deal.

listening and responding to the other person in a way that improves understanding

listening while maintaining eye contact with the speaker

listening and using positive body language

listening while staying active by running, jogging, etc.

If a customer walks directly to an item, this may indicate that he:

Knows what he wants and would probably appreciate quick, efficient service

Just wants to look at the item and has no interest in buying

Is in a hurry and doesn’t want any attention from you

Is looking for the least expensive brand

Your ultimate goal as a sales associate is to:

Provide service to as many customers as you can

Be the top sales associate in your department

You can best determine the customer’s needs by gathering information through careful observation and by:

Asking the customer thoughtful questions

Deciding the type of products you think the customer should buy

Telling the customer everything you know about your products

Studying all literature on the products you sell so you can answer questions.

To keep the lines of communication open, the best questions to ask:

Begin with who, what, where, when, how, or why

Are ones that can be quickly answered with a “yes” or a “no”

Are ones that are able to direct the customer to a decision

Are structured to save the customer’s time

Which of the following are examples of open-ended questions?

What features are important to you?

When fitting the products to the customer, you should:

Ask questions that will help her define the right fit

Correct her if she tells you the wrong size

Select the approximate size you believe that she is.

Wait till the customer picks out the right size.

Which of the following phrases might be appropriate when discussing clothing size with your customer?

Have you worn this brand before? What size was most comfortable for you?

You look to be about a size XX.

You wear a bigger size on the bottom than on the top.

How would you handle a situation where a customer wants a brand that you don’t carry?

Get permission from him to show the items you do have that meet his needs

Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway

Tell him you don’t carry that brand then excuse yourself to serve someone else

Convince him that your brands are better

Tell him that he won’t find anything better than what you have

If your store does not offer the particular product or service the customer is looking for, your first option should always be to:

B. Suggest alternatives that your store does carry

A. Convince the customer he doesn’t need it anyway

C. Immediately refer him to a competitor

D. Inform him of the drawbacks of the product he is seeking

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives?

We don’t carry that specific brand, but may I suggest …

Is that the only brand you were interested in?

Is there anything else you were looking for?

We don’t recommend that item. May I show you a better product?

Referring a customer to a competitor will likely result in:

B. The customer never returning to your store

C. A lost sales opportunity for you

A. The customer seeking you out for future needs

What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?

Check with co-workers to see what they know about the products

Read the labels and packaging information on the new product

Ask customers to explain what they know about the products

Call the manufacturer or vendor and ask about the products.

A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associate is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response? A. Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store. B. Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage. C. Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive. D. Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.

Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.

Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage.

Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive.

Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.

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

An enjoyable atmosphere and super service

Free coffee and doughnuts and a clean restroom

Sales associates who look snazzy and take turns helping customers

Good inventory and easy checkout

Small kindnesses to your customers may include: A. Letting the customer make a local call to verify appropriateness or preference B. Consolidating many small packages into one large shopping bag C. Bringing merchandise to an older or disabled customer while he sits down D. Telling a customer about a lounge where she may tend to her baby’s needs E. All of the above

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

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 D. Dining and day care near the store

Their relatives, special friends, and loved ones

Entertainment centers and movie theaters in the district

Resources in and near your store

Dining and day care near the store

According to the Personnel Policy, how should the cashier pay for the soda?

Ask someone else to ring up the soda as soon as the break begins

Use another employee’s discount card to buy the soda

Ring up the soda herself before the break begins.

Pay for the soda after the break is over

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

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

When customers request any of the service “extras” your store offers:

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

A. Tell them they’ll have to contact Customer Service for further information

C. Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time

D. Tell them that you will call someone else to take care of them since you are busy.

What is one of the BEST ways to prevent shoplifting?

Acknowledge and greet all customers in a friendly manner as they enter the store.

Put security cameras in plain view of the customer.

Use mirrors that make aisles visible to the cashier.

What is the purpose of this warranty?

A promise to stand behind the product.

To show it isn’t the best quality so you need a warranty

A promise to replace the product no matter what happens.

To prove you will not need a warranty.

Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?

We do not offer installation services, but I will give you the number of a company that will come install the set for you.

Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.

I am sorry for the misunderstanding, but we do not install these items.

We offer installation on some items, but washers and dryers are not included.

A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?

Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?

I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.

I’m sure she’ll like them just like you do

She’ll probably want to do more cooking when she sees these pans!

You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?

Excuse yourself, answer the phone, and ask the caller if you can call him/her back.

Answer the phone and continue to help the customer at the store at the same time.

Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.

Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.

Product features are described as all of the following except:

Answering the question, “Why?”

Being physical (color, size, etc.)

Relating to the quality of the merchandise and how the customer will enjoy it

You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven’t been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do?

Consult company policy or the manager about using the copier

Wait until no one is around and make a copy of your tax returns

Ask a co-worker what everyone else does and then do the same

Copy the returns any time during the day when there are no customers

When balancing service between phone customers and those you may already be helping in the store, you should:

C. Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone

A. Tell your in-store customer that you need to get the phone and she should look around for awhile

B. Move your in-store customer over to by the phone and help both customers at the same time

D. Since your customer is in the store, wait on the customer and ignore the phone until you have time

You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?

We have some great fabric and pattern choices. What colors do you prefer?

I see you are interested in our suits.

The blue suits are very popular. You take a size 40 regular, right?

I have some great suits on sale. May I should you a few?

Turn your phone interaction into a loyal customer by:

Letting the customer know about sales events

Mentioning services he may not be aware of

Offering to ship items directly to the customer

Which of the following steps will help you keep commitments to customers?

Promising customers you will find the items they request

Calling customers back in a timely manner

Calling customers back only when you can find the requested item or information

Immediately stopping whatever you’re doing to take care of phone customer requests

To help build customer loyalty, you should: A. Say what you’ll do and be very clear on what you are promising; make notes so you will remember B. Not risk disappointing a customer by telling him when you cannot make an exception C. Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices D. A and C

Say what you’ll do and be very clear on what you are promising; make notes so you will remember

Make exceptions, but be sure to let the customer know that you are making an exception and that your actions do not reflect standard practices

Not risk disappointing a customer by telling him when you cannot make an exception

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

Determine exactly what the customer needs.

Ask how much money he/she plans to spend.

Ask if he/she has shopped in the store before.

Find out how much time he/she has to shop.

By becoming an expert at special orders, you may benefit by:

Learning more about the products you sell

Learning more about customer needs and interests

Getting to know people in other departments

When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:

D. Give them a new one of the same product

C. An excuse for the product’s failure

A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?

With this kind of toy, it’s always best to check the batteries first. Let me check them for you.

Are you sure that you bought this doll at this store? Do you have your receipt?

We’ve had a lot of complaints about this doll. You might want to contact the manufacturer.

We’ve never had any complaints about this doll before. What do you think your niece did to it?

CUSTOMER SERVICE SCREENING TEST

Quiz

•

Business

•

11th Grade

•

Practice Problem

•

Hard

Bonita Latiolais

Used 3+ times

FREE Resource

C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Select the letter of the best response to each question about customer service. A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:

Secure the area and report the situation to management

Call the custodian for assistance

Do a temporary cleanup as best he/she can

Nothing; maintenance will clean it up

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