A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick them up, the legs are too short. The customer gets angry and demands the pants get fixed. How should the sales associate respond?

Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.

Agree to alter another pair of pants without acknowledging the mistake.

Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake.

Tell the customer that the fit was based on accurate measurements.

Julie, a customer, places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% of the price she paid three weeks ago. The store has a 14 day sales price adjustment policy. She wants credit for the price difference. The associate should:

Ask the customer to wait while the sales associate asks the manager for approval.

Suggest that the customer return the coat, then buy it again at the discounted price.

Tell the customer there is nothing the associate can do to help her and move on to the next customer.

Suggest that the customer pay more attention to the sale dates in the future.

What are the BEST steps to take if a customer's expectations are not met?

A. Answer each point of the customer's complaint while referring to store policy as needed.

B. Ignore the customer's complaint and wait for them to leave.

C. Tell the customer that nothing can be done and end the conversation.

D. Blame the customer for misunderstanding the store's policies.

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

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

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

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

To position oneself for a possible career advancement.

A customer has a question about the care of a sweater. What is the BEST way for a sales associate to find information on this topic?

Check the fiber content and care label in the sweater.

Ask another sales associate about caring for the sweater.

Ask the store manager where to find the information.

Check the manufacturer's website with the customer.

Why is it important for sales associates to test or sample the products they will be selling?

Customers are likely to ask questions about the products.

Associates may want to purchase a product for themselves.

It helps associates appear engaged while on the sales floor.

Managers often administer tests on the products' features.

A customer purchased a barbecue grill at a store, loaded it into his car, and took it home. When he opened the box to assemble the grill, the instructions were missing. The customer returned to the store very upset. What should the sales associate do to satisfy the customer?

D. Listen to the customer, assure him that you understand his frustration, and ask if he would be satisfied with you locating another set of instructions.

A. Acknowledge the customer's frustration and refer him to the manufacturer website to download the instructions.

B. Listen to the customer, apologize for the inconvenience, and offer to refund or exchange the merchandise.

C. Listen to the customer, apologize for the inconvenience, and refer him to the manager.

What are the PRIMARY types of retail training for sales associates?

Product knowledge and company procedures.

Accounting procedures and stock management.

A customer is looking for the right food for his dog, who has quit eating his regular brand. The customer does not have a lot of time to shop. What should the sales associate do to make the BEST use of the limited time?

Ask questions about the dog's age, health, weight, and exercise regimen, and suggest the customer try an appropriate brand.

Ask about the dog's diet and suggest a series of dietary supplements.

Select a popular store brand and offer to ring him up to save time.

Let the customer know that your store has the largest variety of dog food brands in the city and suggest he spend time looking around.

A superstore bakery recently changed from baking products in the store to getting products delivered from the company's central baking plant. The bakery supervisor gives the associates a memo explaining the changes taking place. A customer asks a bakery associate why the changes are taking place. What should the associate do?

Use the information in the memo to answer the customer's question.

Explain that it is not clear why the company made the change.

Ask the customer to fill out a card questioning the change.

Check with the supervisor about the best way to handle the customer's question.

What method BEST demonstrates how to avoid the loss of a sale based on the customer's cost constraints?

Keep the customer's budget in mind by offering only what is needed, and suggest other items for future consideration.

Continue speaking about the product's benefits until the customer consents to purchasing everything offered.

Do not mention the total cost until the end of the sale in order to keep the customer focused on benefits.

Review the customer's needs and explain why all accessories and services should be purchased at the same time.

An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. What should the stylist do?

Speak to the shampoo person before he uses the conditioner on the customer.

Move quickly to the shampoo area and offer to finish with the customer.

Ask the customer if the shampoo person was told about the allergy.

Tell the shampoo person not to use the conditioner on the customer's hair again.

A sales associate was trained in a selected line for Juniors. The associate is reassigned to Housewares due to personnel shortages. What is the BEST way for the associate to learn about the products in the new department?

Talk to the Housewares supervisor and ask for help regarding product lines.

Gather information about a product when a customer requests the information.

Talk to Housewares associates during the work shift in Juniors.

Visit competitors' Housewares departments to learn product lines.

Which is the MOST important step a sales associate should take to ensure that a product is working before demonstrating it to a customer?

Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.

Role-play with a coworker who can ask difficult questions in a customer scenario.

Have all vendor-supplied marketing materials on hand and a display model ready to go.

Read and understand all the information about the features being demonstrated so that they can be shown with ease.

A sales associate was asked to demonstrate several digital cameras to a family interested in purchasing one; however, during the demonstration many of the cameras did not work, and the associate lost the potential sale. What should the associate have done FIRST before demonstrating the cameras?

Ensured all of the cameras had charged batteries and were in working order.

Placed security locks on the cameras to discourage customers from trying them.

Read the camera manuals to figure out how to solve potential problems.

Reviewed methods of demonstrating the features with other sales associates.

A sales associate sees a customer looking at a dress and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

We're almost sold out. I have sizes 10 and 12 left. Which would you like?

Sympathize over how expensive clothing is, but stress the dress is a good value.

Which of the following is an example of an open-ended question?

A. "Is this for a special occasion?"

B. "Is that the brand you want?"

D. "Are you looking for anything special?"

Why is being a knowledgeable sales associate a key component of providing exceptional customer experience?

It improves the sales associate's confidence and level of customer service by having increased product knowledge.

It allows the sales associate to rely on the manager or other associates less when answering customers' questions.

It allows the sales associate to spend more time with the customers and less time in product classes.

It will make the sales associate more likely to receive a promotion from his/her manager.

A customer is looking for a home security system. A sales associate has shown the customer several systems, but the customer keeps responding with various objections. What is the BEST way for the sales associate to determine which system matches the customer's needs?

Ask a combination of open and closed questions to understand the customer's objections.

Repeat the customer's requirements to prove that the various systems meet the customer's needs.

Provide more information on the features and benefits of the systems already presented.

Acknowledge the customer's objections while continuing to show different systems in a variety of price ranges.

What is the best way to greet a group of customers entering the store?

Ensure the entire shopping party is included in the greeting.

Ask the customers "How may I help you?"

Comment on a likeable aspect of one of the customer's clothing.

George explains that he can no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new monitor. What should the sales associate do?

Demonstrate the features of monitors that may be suitable.

Suggest that George consult an eye-care specialist before buying a new monitor.

Ask George how and when the problem with poor eyesight developed.

Lead George by the arm to the computer monitor area.

An associate has read the following safety information in a product manual: "Do not use near water. Not suitable for use by children under the age of 10. Do not operate for more than 30 minutes. Always unplug immediately after use." A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do FIRST?

Ask the customer the age of the grandchild.

Give the product information to the customer to read.

Sell the product to the customer.

Try to interest the customer in the carrying case for the product.

A customer calls a drugstore to inquire if a prescription is ready. The associate asks the customer to hold while checking on the prescription. After the associate puts the customer on hold and locates the prescription, several customers in the store approach and ask for assistance. What should the associate do?

Immediately get back to the customer on hold.

Get back to the phone after serving the in-store customers, and then call for assistance in case it happens again.

Acknowledge the in-store customers, call for assistance, and then get back to the customer on hold.

Call for another associate to talk with the customer on hold.

The customer profile form is used to track what each customer purchases. What is the BEST reason for a sales associate to suggest additional merchandise?

To make sure the customer has everything he needs to be fully satisfied with the purchases.

To make sure the salesperson remains sharp in his knowledge about the store products.

So the customer does not have to return often to the store.

To keep inventory levels moving quickly and efficiently.

Two passengers are arguing that they have the same seat on an airplane flight. What should the flight attendant do FIRST?

Listen to the passengers explain the problem and ask to see their tickets.

Ask one passenger to volunteer to take a later flight.

Ask both passengers to immediately exit the plane.

Ask them to step out of the aisle so other passengers can board.

A customer tries two popular fragrances, which both have similar scents and price points, but is unsure which fragrance to purchase. What should the sales associate do to help the customer decide?

Ask open-ended questions to acquire additional information.

Ask closed-ended questions to control the conversation and close the sale.

Ask closed-ended questions to encourage the customer to talk.

Ask open-ended questions to obtain yes or no responses that help narrow down the selection.

A customer tells a sales associate she wants to buy a sweater as a gift. What should the associate do FIRST?

Ask about the friend's preferences and size.

Invite the customer to look around.

Give the customer price information.

Point out the sweaters that are on sale.

Which example BEST represents cross-selling?

Showing a customer a matching scarf and gloves when the customer purchases a winter coat.

Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.

Discussing the benefits of different brands when a customer is purchasing a computer.

Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas.

A sales associate should offer additional services to customers because:

it can increase customer satisfaction and sales.

it reduces the need for product knowledge.

it guarantees a promotion for the associate.

A. Services have much higher profit margins than products. B. Services can improve the customer's experience with products. C. Services guarantee repeat business with the customer. D. Services are designed to improve the quality of products.

B. Services can improve the customer's experience with products.

A. Services have much higher profit margins than products.

C. Services guarantee repeat business with the customer.

D. Services are designed to improve the quality of products.

As a sales associate, what is the BEST course of action to take when a customer asks a question you cannot answer?

Explain that you do not know the answer, but that you will find out the answer from a supervisor or co-worker.

Show the customer what you do know by discussing features that you already have knowledge of.

Offer an educated guess based on information or product knowledge that you do know.

Request that the customer wait while you quickly search for the answer on the company's website.

What BEST defines a warranty?

A guarantee issued to the purchaser by the product manufacturer promising to repair or replace the item for a specific period of time, if necessary.

Coverage of the defects described in the information provided by the manufacturer.

Certificate ensuring that a product has been properly inspected by the manufacturer.

An insurance policy to replace the product if it is lost or stolen.

A customer enters a cosmetics store. She says she has always wanted to wear red lipstick but has no idea what shade looks good on her. What is the BEST way to assist the customer?

Offer samples so she can test them.

Suggest shades that you feel best match her skin tone.

Give her a coupon for a discounted second item with her purchase.

Ask her the name of her favorite brand.

A new cashier is working the register for the first time when a customer asks to write a check for $20 over the purchase total. The cashier is not familiar with the policy. What should she do?

Refer the customer to the manager.

Process the check as a cash transaction and ask the manager later.

Ask a fellow associate to confirm the policy.

Tell the customer it is against company policy.

In addition to explaining the features and benefits of a product, what should a sales associate suggest to customers?

Purchase additional merchandise that will enhance the use of the product.

Compare prices, product features and accessories at alternative stores.

Delay the purchase of accessories until they are comfortable with the product.

Purchase products that are affordable and return to the store when they are ready to purchase accessories.

What is the MOST important information the sales associate must get from a customer in order to arrange for a purchase to be shipped as a gift?

Name, address and phone number of the recipient.

Recipient's birth date and special gift wrapping instructions.

Shipping method and any requested enclosures.

Type of product packaging required and the delivery speed.

Which of the following would be the BEST way for sales associates to demonstrate the benefits of cosmetic products to their customers?

Provide small samples for customers to take home.

Convince the customer to buy the product based on how wonderful the product is in TV commercials.

Personally use the products to develop a personal opinion about the product.

Tell the customer that the product is the hottest selling product on the market and that supplies are limited.

Quiz 4

Authored by Obed Pena

Other

9th - 12th Grade

Used 2+ times

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What does the CRAVED model stand for?

Concealable, Removable, Available, Valuable, Enjoyable, Disposable

Checkoy counter, Refrigerated section, Aisle, Vending machine, Endcap

Creator, Retailer, Accounts, Vendor, Ecommerce

Catalogs, Referrals, Advertising, Visual merchandising, Electronic

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How does understanding what items are most likely to be stolen help retailers?

They can use security measures on frequently stolen items to deter theft.

They can stop stocking frequently stolen items.

They can keep any item that is frequently stolen in the backroom.

They can price other items higher to make up for losses.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In the CRAVED model, why is it important to understand that certain products are considered disposable when addressing potential shoplifters?

It assists in setting appropriate customer expectations.

It helps in identifying high-risk items for theft.

It improves the accuracy of inventory counts.

it ensures better management of return policies

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

In the CRAVED model, why is it important to understand that certain products are considered removable when interacting with customers

It helps in implementing effective anti-theft measures.

It helps in setting appropriate customer expectations.

It allows for better marketing strategies.

It improves the speed of customer checkouts.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

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

What is misleading about the competitors' prices or services?

What can I tell customers about competitors that will make my company sound better?

Why would I buy my own company's product or service over a competitor's?

How can I convince customers that competitors do not offer good customer service?

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A customer returns to a store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take to best remedy the situation

Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of suitcases.

Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.

Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customers fault or a product defect. Then follow company policy.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Why is it important that sales associates understand written materials and videos provided by the company, the manufacturer and the supplier?

To demonstrate to the manager that the associate took the time to find out more information about a product.

To be able to recite specifications about a product to gain customer trust.

To be able to clearly and accurately provide customers with answers to questions and recommendations about products.

To stay busy when customer traffic is low.

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Quiz 4

What does the CRAVED model stand for?

How does understanding what items are most likely to be stolen help retailers?

In the CRAVED model, why is it important to understand that certain products are considered disposable when addressing potential shoplifters?

In the CRAVED model, why is it important to understand that certain products are considered removable when interacting with customers

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

A customer returns to a store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take to best remedy the situation

Why is it important that sales associates understand written materials and videos provided by the company, the manufacturer and the supplier?

A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick them up, the legs are too short. The customer gets angry and demands the pants get fixed. How should the sales associate respond?

Julie, a customer, places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% of the price she paid three weeks ago. The store has a 14 day sales price adjustment policy. She wants credit for the price difference. The associate should:

What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?

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