Unit 3 Customer Services Review Guide

What's the term for service that is designed to be tailored to a specific customer's needs and interests?

• Customer service

• Quality service

• Personalized service

• Helpful service

What's the term for the delivery of a positive, memorable experience that is more than what the customer expected?

• Customer service

• Quality service

• Personalized service

• Helpful service

Which of the following accurately defines “private-label” products?

• Products that are available to be purchased only by a store’s employees

• Products whose names are not displayed on their packaging

• Products that are sold only to a select group of customers

• Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer’s stores

Which of the following questions is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands?

• “What clothing brands do you usually prefer?”

• “How much do you want to spend?”

• “Do you buy clothes at second-hand stores?”

• “I like higher-end clothing brands myself, don’t you?”

If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?

• A basketball

• Soccer shorts

• A soccer goal frame and net

• A baseball bat

Which of the following is a good transition statement that can lead to closing a sale?

• “Are you ready to buy this?”

• “Do you want to buy this today or come back later?”

• “Would you like that folded or left on the hanger?”

• “Are you sure that’s the shirt that you want to buy?”

• In the compartment with the $20s

• In the compartment with the $10s

• Wherever there's the most room

• Below the cash drawer

Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?

• 80-90%

• 50-60%

• 30-40%

• 10-20%

What should you do if a customer argues that they are owed extra change, you don’t think they’re right, and they escalate their tone?

• Escalate your tone to match the customer’s tone

• Call a supervisor immediately

• Deny the customer’s request

• Call security