WorksheetsCustomer Service Full
Total questions: 125
Worksheet time: 10hrs 10mins
Name
Class
Date
1.
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
a)
Make sure your clothes are neat and you look professional
b)
Find your sales book and get it ready for your next sale
c)
Tidy up the product display before showing it to the customer
d)
Greet the customer and make him feel welcome
2.
A new customer comes into your department, but you are helping another customer. You should:
a)
Focus all your attention on your current customer
b)
Let the new customer wait his turn until you have completed your current sale
c)
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him
d)
Help the customer who looks like he will spend the most money
3.
Projecting a professional and friendly image includes:
a)
Dressing in expensive, professional looking clothing
b)
Shaking the hand of each customer
c)
Behaving in an alert and courteous manner
d)
Standing behind your cash register and waiting for the customer to come to you
4.
A good reason for creating an opening for discussion is to:
a)
Break down the customer’s sales resistance
b)
Get to know what the customer wants
c)
Convince the customer how much you know about the product
5.
The best way to talk to a new customer is to:
a)
Flatter her—tell her she has taste and looks great
b)
Interact as if you are old friends
c)
Match what you say and your tone of voice to her personality
d)
Convince her that you know what is best for her to buy
6.
Three ways to create a positive impression of you and the store include
a)
Suggesting that he buy “top of the line” products
b)
Stating that the products in your store are far better than those in other stores
c)
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
7.
The customer has said “No, thank you” when you offered your help. Your next step is to back off for the time being, but remain alert for a sign that you are needed.
a)
True
b)
False
8.
If the customer isn’t shopping alone, you can include the rest of the party by:
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
c)
Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
9.
The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.
a)
True
b)
False
10.
As a customer service professional, the best way for you to remember your regular customers’ interests is to keep a written record of the vital information.
a)
True
b)
False
11.
According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?
a)
25%
b)
32%
c)
45%
12.
If a customer walks directly to an item, this may indicate that he:
a)
Knows what he wants and would probably appreciate quick, efficient service
b)
Just wants to look at the item and has no interest in buying
c)
Is in a hurry and doesn’t want any attention from you
d)
Is looking for the least expensive brand
13.
Your ultimate goal as a sales associate is to:
a)
Meet your quota each month
b)
Provide service to as many customers as you can
c)
Satisfy the customer
14.
You can best determine the customer’s needs by gathering information through careful observation and by:
a)
Deciding the type of products you think the customer should buy
b)
Telling the customer everything you know about your products
c)
Asking the customer thoughtful questions
15.
To keep the lines of communication open, the best questions to ask:
a)
Are direct and to the point
b)
Are ones that can be quickly answered with a "yes" or a "no"
c)
Begin with who, what, where, when, how, or why
d)
Are ones that are able to direct the customer to a decision
16.
Which of the following are examples of open-ended questions?
a)
Can I help you?
b)
What features are important to you?
c)
Do you like blue or brown?
d)
Is this all for you today?
17.
When fitting the products to the customer, you should:
a)
Correct her if she tells you the wrong size
b)
Ask questions that will help her define the right fit
18.
Which of the following phrases might be appropriate when discussing clothing size with your customer?
a)
You look to be about a size XX
b)
Have you worn this brand before? What size was most comfortable for you?
c)
How big are you?
d)
You wear a bigger size on the bottom than on the top.
19.
How would you handle a situation where a customer wants a brand that you don’t carry?
a)
Convince him that your brands are better
b)
Get permission from him to show the items you do have that meet his needs
c)
Tell him that he won’t find anything better than what you have
d)
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
20.
If your store does not offer the particular product or service the customer is looking for, your first option should always be to:
a)
Convince the customer he doesn’t need it anyway
b)
Suggest alternatives that your store does carry
c)
Immediately refer him to a competitor
d)
Inform him of the drawbacks of the product he is seeking
21.
Most customers respond favorably to the hard sell technique because it shows them your belief in the product.
a)
True
b)
False
22.
Which of the following are acceptable ways to ask a customer’s permission
to provide alternatives?
to provide alternatives?
a)
We don’t carry that specific brand, but may I suggest …
b)
Is that the only brand you were interested in?
c)
Is there anything else you were looking for?
d)
We don’t recommend that item. May I show you a better product?
23.
Referring a customer to a competitor will likely result in:
a)
The customer seeking you out for future needs
b)
The customer never returning to your store
c)
A lost sales opportunity for you
d)
None of the above
24.
Creating customer loyalty is rewarding for:
a)
The store
b)
The sales associate
c)
The customer
d)
All of the above
25.
It is appropriate to call the competition to make sure they carry the item the customer is looking for.
a)
True
b)
False
26.
As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience.
a)
True
b)
False
27.
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
28.
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)
All of the above
29.
To assist your customers in a personal way, you should become familiar with:
a)
Their relatives, special friends, special friends, and loved ones
b)
Entertainment centers and movie theaters in the district
c)
Resources in and near your store
30.
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
31.
You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests.
a)
True
b)
False
32.
When customers request any of the service "extras" your store offers:
a)
Tell them they'll have to contact Customer Service for further information
b)
Make a note in your client record system so you can provide more personalized service when those customers return in the future
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.
33.
When working with customers with disabilities be sure to take your time, be patient, and
a)
Speak loudly, using a lot of hand gestures
b)
Let the customer help you understand his needs
c)
When you can, make decisions for the customer
34.
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
35.
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.
a)
True
b)
False
36.
Your manager should warn you in advance if you will be giving service to a customer with significant disabilities.
a)
True
b)
False
37.
You should go out of your way to make customers with disabilities feel like they don't have to do anything.
a)
True
b)
False
38.
You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.
a)
True
b)
False
39.
To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.
a)
True
b)
False
40.
You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
a)
True
b)
False
41.
When providing service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.
a)
True
b)
False
42.
Communication is important! When providing service to a person who is hearing impaired, you should:
a)
Ask the customer how he would like to communicate
b)
Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk
c)
Call over to your sales associates and tell them them you have a disabled person to work with, would they please take care of other customers?
43.
When giving service to aperson with developmental disabilities, it may be helpful to explain complex tasks one step at a time.
a)
True
b)
False
44.
When balancing service between phone customers and those you may already by helping in the store, you should:
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
c)
Excuse yourself courtewously from your in-store customer saying that you'll be right back and answer the phone.
45.
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached.
a)
True
b)
False
46.
Turn your phone interaction into a loyal customer by:
a)
Letting the customer know about sales events
b)
Mentioning services he may not be aware of
c)
Offering to ship items directly to the customer
d)
All of the above
47.
Which of the following step will help you keep commitments to customers?
a)
Promising customers you will find the items they request
b)
Calling customers back only when you can find the requested item or information
c)
Immediately stopping whatever you're doing to take care of phone customer requests
d)
Calling customers back in a timely manner
48.
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
49.
You should make sure that, in your absence, other sales associates do not have access to information about your special orders.
a)
True
b)
False
50.
By becoming an expert at special orders, you may benefit by:
a)
Learning more about the products you sell
b)
Learning more about customers needs and interests
c)
Getting to know people in other departments
d)
All of the above
51.
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
a)
A cup of coffee
b)
Service with a smile
c)
An excuse for the product’s failure
52.
As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
a)
True
b)
False
53.
The warranty is an excellent tool for you to use to:
a)
Prove that your company has the best price
b)
Explain your company’s return policy
c)
Reassure the customer about a product’s quality
d)
All of the above
54.
If your company does not have a manual that describes all the major product warranties, you should:
a)
Avoid talking about warranties with your customers
b)
Create your own by making copies of the various product warranties and related information
c)
Decide on a general, neutral comment you can make if customers ask you about a warranty
55.
If you don't have a warranty manual available or are unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
a)
True
b)
False
56.
You should explain all warranty conditions to your customer at the time of purchase.
a)
True
b)
False
57.
When your customer asks you to make an exception to the company policy regarding warranties.
a)
Check with your immediate supervisor or manager
b)
Make the exception, but only if the customer promises to make additional purchases
c)
Tell him you do not make exceptions
58.
When customers return merchandise, you should:
a)
Make sure they have a good reason for doing so
b)
Treat them with the same respect you would if they were making a purchase
c)
Not worry about how you treat them, because you don’t want them to come back again
59.
The company's return policy should always be clearly displayed in writing.
a)
True
b)
False
60.
If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.
a)
True
b)
False
61.
Even if your company's return policy restricts what you can do for the customer, you should:
a)
Consider alternatives, such as offering a discount coupon or a free sample
b)
Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it
c)
Do what the customer asks; management will have to support your decision
62.
Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
a)
“Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”
b)
“You’ll have to take this to Customer Service; I can’t help you here.”
c)
“Someone in Customer Service can help you with that; I’ll show you the way.”
d)
A and C
63.
Customer complaints should be welcomed because they provide an opportunity to:
a)
Do something different for a change
b)
Get customers back to the store so they’ll buy more
c)
Learn about problems so improvements can be made
d)
Learn who the potential “problem customers” are
64.
When using the THANKS method, T stands for "Thank the customer for bringing the problem to your attention."
a)
True
b)
False
65.
When using the THANKS method, A stands for "Appear interested in the problem, but excuse yourself if another customer comes in."
a)
True
b)
False
66.
When using the THANKS method, K stands for:
a)
“Know when to give in to the customer’s demands”
b)
“Keep the customer from asking for a refund”
c)
“Know a solution if the customer does not suggest one”
d)
“Keep asking what the customer wants, even when the solution is obvious to you”
67.
In the THANKS method, S stands for "Solve the problem, or find someone who can."
a)
True
b)
False
68.
If a customer becomes abusive, you should probably:
a)
Refund his money immediately
b)
Contact your manager
c)
Tell him he is being abusive and call security
69.
When a customer presents you with a problem, you should ask her:
a)
How she would like the situation solved
b)
Who is at fault in the situation
c)
If she shops at your store on a regular basis
70.
If you find yourself having to resolve a very difficult issue, you may want to:
a)
Ask the customer to come back another time
b)
Tell the customer that his is being unreasonable
c)
Get help from a more senior employee
71.
Keeping records of customer complaints and the methods used to resolve them will help you resolve similar situations in the future:
a)
True
b)
False
72.
As a sales associate, your goal is to:
a)
Keep the returns to a minimum
b)
Keep the customer coming back
c)
Decide who’s right or wrong
73.
Once you have sent the product out for repair or ordered a replacement, you work is finished.
a)
True
b)
False
74.
Showing the customer that you and your store stand behind the products and services you sell:
a)
Limits the profit on some items
b)
Shows a professionalism that builds customer loyalty
c)
Encourages customers to return items more frequently
75.
When customers come to your with complaints, you need to:
a)
Listen carefully
b)
Be patient
c)
Get information
d)
All of the above
76.
Customer follow-up s always a good idea, no matter what the situation or who the customer.
a)
True
b)
False
77.
If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:
a)
That the delivery people were courteous and careful
b)
If the customer really liked the deal you gave him
c)
If the customer has any friends that might like the item
78.
If you are making a follow-up call, it’s a good idea to call during the dinner hour to make sure you contact the customer on the first try.
a)
True
b)
False
79.
When leaving phone messages for customers, you should let them know whether it is important for them to call you back or not.
a)
True
b)
False
80.
Which of the following items would NOT be an appropriate finishing touch to your service?
a)
Call the customer to make sure he is satisfied with his purchase
b)
Send a handwritten note thanking the customer for his business
c)
Send a postcard thanking a customer for letting you help him select a gift for his wife
d)
Give the customer your business card and encourage him to return to the store
81.
Which of the following are appropriate reasons for following up with a customer?
a)
You are curious whether a gift your customer purchased was well received.
b)
You want to know why a customer did not make it in for a special sale
c)
You finally located an item the customer asked for a while back
d)
You haven't seen the customer in a long time and are wondering if they're shopping somewhere else now
82.
You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.
a)
True
b)
False
83.
Keeping records about customer preferences:
a)
Will make customers suspicious of your ability to remember details
b)
Requires an expensive computer system
c)
Can help you provide more personalized service to returning customers
84.
In your client record system, you should record:
a)
Customer purchases
b)
Customer interests
c)
Follow-up activities
d)
All of the above
85.
Which of the following statements best describes why a client record system is called a "living" record?
a)
It should be accessible to anyone who wants to read it
b)
You should constantly refer to it and update it with new information
c)
You will spend more time maintaining your records than you do actually serving customers
86.
Any personal information a customer gives you become public knowledge and you may share it with other sales associates.
a)
True
b)
False
87.
Your business card or the sales receipt is a good place to make notes for a customer regarding:
a)
Your work schedule so the customer can contact you in the future
b)
The date a special order is due
c)
An upcoming sale
d)
All of the above
88.
If you do not have business cards, you can help the customer remember you by:
a)
Asking the cusotmer for something on which to write your name and number
b)
Writing "Thank You" on the sales receipt and signing your name.
c)
Telling the customer how many sales awards you have won
d)
Using your own name often in the conversation
89.
If your company does not supply business cards, you should:
a)
Tell customers that they can find the store number in the phone directory
b)
Check to make sure creating your own will not violate company policy
c)
Tell the customer that the company is too cheap to give yo u business cards
d)
Tell the custoemrs your name and phone number and offer them a pen to write it down.
90.
It's a good idea to offer customers several of your business cards and ask them to hand them out to their friends.
a)
True
b)
False
91.
Which of the following are good reasons to ask customers for their business cards?
a)
So you can claim these customers as your own and keep co-workers from making sales to them
b)
When customers show interest in an upcoming event and you offer to remind them
c)
So you can build up your client records with names of potential customers
d)
To leanr more about them so you can suggest items that you think they can afford.
92.
Showing respect for a customer's business card means you should:
a)
Never write on it
b)
Put it in your purse or wallet for safe keeping
c)
Make some comment to indicate you have read it
93.
If a customer's business card includes a pager, e-mail address, or fax number, ask him how he would prefer to be contacted.
a)
True
b)
False
94.
Acting as a personal shopper:
a)
Should be avoided since it takes you away from other customers
b)
Can add interest and challenge to your job
c)
Does not require any special skills or talents.
95.
When customers enlist you as their personal shopper, they probably should expect:
a)
Special discounts
b)
To save time and effort looking for items themselves
c)
You to be available at all times
96.
When acting as a personal shopper, you should
a)
Choose a wide selection of items from which the customer can choose
b)
Ignore the customer's bad taste and choose the items you think she should wear
c)
Select only items that fit her interests
97.
You should record basic information that allows you to stay in touch with customers and specific information that reminds you of their purchases and preferences.
a)
True
b)
False
98.
One of the most important skills in being a personal shopper is to:
a)
Always guess correctly at what the customer wants
b)
Listen carefully for clues about the customer's preferences
c)
convince customers to follow your advice
99.
If you schedule a personal shopping appointment with a customer, it would be a good idea to:
a)
Call and confirm the appointment the day before
b)
Set aside some items you think the customer will be interested in
c)
Keep your appointment book with you at all times so you don't double-book yourself
d)
All of the above
100.
Personal shopping services may be appropriate for which of the following customers?
a)
A. A shopper who says she just wants to browse
b)
B. A shopper who asks you to help select gift items for the holidays
c)
C. A customer who is in a hurry and doesn't have time to look for specific items.
d)
All of the above
101.
A customer will be more likely to buy a product such as a VCR if you:
a)
Show how easy it is to program
b)
List every feature the VCR has
c)
Open the manual to show how instructions are displayed
102.
The best method for finding the right product for a customer is:
a)
Asking “yes” or “no” questions to move the sale along
b)
Asking open-ended questions
103.
Customers most likely need your help when:
a)
They are buying a product for the first time
b)
They purchase an item frequently
c)
An item includes assembly instructions
d)
A and C
104.
If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:
a)
Appreciate your honesty
b)
Resent your interference
c)
Buy more than they need anyway
105.
Permanent labels in clothing are required by law to include:
a)
The city in which the product was made
b)
The fiber content, in descending order
c)
The size
d)
All of the above
106.
A successful sales associate needs to know the major features of only the most popular products in the store.
a)
True
b)
False
107.
Brand loyal customers:
a)
Always purchase from the same store
b)
Ask for a particular make by name
c)
Either of the above
108.
Shoppers are more likely to buy new food products if:
a)
They can taste them
b)
You provide recipes for using them
c)
You display serving suggestions
d)
Any of the above
109.
It is best to show products:
a)
In dim lighting to avoid glare
b)
Under artificial lighting to improve color
c)
In natural light
110.
Benefits of a product are determined by:
a)
The manufacturer
b)
The salesperson
c)
The customer
d)
All of the above
111.
Increased capacity would be a benefit of which feature?
a)
Neutral colors
b)
Natural fibers
c)
Man-made materials
d)
Dimensions
112.
If a customer does not have a clear picture of what she wants, the sales associate should:
a)
Point out the product that sells the best
b)
Ask questions that can be answered “yes” or “no” to quickly narrow the options
c)
Demonstrate the sales associate’s personal favorites
d)
Ask open-ended questions to determine the customer’s needs
113.
When asked, “Is this a good sleeping bag?” a sales associate’s best response is:
a)
“Yes, and it’s on sale.”
b)
“It’s our best-seller.”
c)
“I love mine.”
d)
“Can you tell me where you’ll be using it?”
114.
The first step in addressing a customer’s objections is to:
a)
Try to change the subject
b)
Point out ways the product benefits the customer
c)
Make sure you understand the objection
d)
Try to show alternative products
115.
If a customer’s objections don’t seem consistent with what she said before, you should:
a)
Point out the inconsistency
b)
Dig a little deeper to get to the root of the problem
c)
Suggest that you start over
116.
A layaway option could satisfy a customer’s objection regarding:
a)
Warranty
b)
Capacity
c)
Affordability
d)
Delivery time
117.
If an item is going to go on sale next week, you should tell the customer.
a)
True
b)
False
118.
If a customer wants an item that is out-of- stock, you should do all of the following except:
a)
Find out when the next shipment is due to arrive
b)
Contact other stores in your chain to see if they have it in stock
c)
Check with the warehouse and see how quickly it can be transferred to your store
d)
Take the customer’s phone number but don’t promise to call by any specific date
119.
Private label items:
a)
Are often made by famous manufacturers
b)
May have the same features as a nationally-recognized brand
c)
Are often less expensive than national brands
d)
All of the above
120.
If you do not have a product that meets all of a customer’s needs, your best course of action is to:
a)
Sell a product you have that satisfies most of the customer’s needs
b)
Point the customer toward a nearby competitor that sells exactly what they’re looking for
121.
A customer says, “I know this is a popular line, but this is an awful lot to pay for a simple white T-shirt.” The best option for the sales associate is to:
a)
Provide more information
b)
Make it easier to buy
c)
Suggest an alternative
d)
None of the above
122.
If a customer ends up disappointed with a purchase, there is no value to the customer’s feedback.
a)
True
b)
False
123.
You should contact your customer for feedback when:
a)
Their items are being delivered
b)
They purchase expensive items
c)
They give you permission to call
d)
All of the above
124.
Customers are most likely to complete feedback surveys if:
a)
The forms are placed near the cash register
b)
They are happy with your service
c)
You ask them to
d)
None of the above
125.
Encouraging feedback from customers is the best way to build sales.
a)
True
b)
False
100 %
