6. 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

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

• True

• False

12. You should go out of your way to make customers with disabilities feel like they don’t have to do anything.

• True

• False

13. You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.

• True

• False

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

• A. An enjoyable atmosphere and super service

• B. Free coffee and doughnuts, and a clean restroom

• C. Sales associates who look snazzy and take turns helping customers

3. 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

15. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.

• True

• False

14. To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.

• True

• False

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

• A. One-third

• B. Two-thirds

• C. One-fourth

10. 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.

• True

• False