
Customer Service & Sales Certification Study Guide
Authored by Lisa Landry
Business
9th Grade
Used 2+ times

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32 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Make eye contact & GREET within the 1st _____ seconds.
30
10
60
90
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
ANSWER the PHONE on the ___________ ring at the latest.
third
first
second
fourth
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If a customer walks in and you’re helping another customer, give _______ CONTACT and a GREETING and let them know you will be RIGHT WITH THEM as soon as possible.
eye
hand
verbal
written
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Try not to point with finger to where a customer has to go, walk them there and if you absolutely can’t, point using your _________________?
whole hand
index finger
elbow
foot
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
OPEN ended questions are the best questions. They can start with ________, ________, ________, ________, ________, ________.
who, what, where, when, why, how
yes, no, maybe, always, never, sometimes
red, blue, green, yellow, purple, orange
Monday, Tuesday, Wednesday, Thursday, Friday, Saturday
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
CLOSED ended questions are not the best. CLOSED ended questions end with one word answers such as ______ or ______.
yes, no
maybe, perhaps
always, never
sure, unsure
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
You should let customers know about ______POLICY & FREQUENT BUYER PROGRAMS at CHECKOUT.
RETURN
WARRANTY
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