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WorksheetsCS Review
Total questions: 83
Worksheet time: 1hrs 24mins
Name
Class
Date
1.
Which of the following examples BEST represents cross-selling?
a)
Mentoring the sale on athletic shoes when a customer purchases a pair of dress shoes
b)
Discussing the benefits of different brands when a customer is purchasing a computer
c)
Letting a customer know there are a few out of season pajamas on the clearance rack
d)
Showing the customer a matching scarf and gloves when the customer purchases a winter coat
2.
What is the most effective way to determine a customers price range for an item?
a)
Ask how much of weekly income the customer can spend on the product
b)
Listen closely to the customers responses to questions regarding price
c)
Watch the customers body language when showing the customer a price tag
d)
Expect that if the customer likes the quality; price won't be an issue
3.
Which of the following BEST defines a guarantee?
a)
Coverage of the defects described in the information provided by the manufacturer
b)
Certificate insuring that a product has been properly inspected by the manufacturer
c)
Service contract that covers products beyond the time frame stated by the manufacturer
d)
Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective
4.
Which is the BEST way to exhibit the features and benefits of an item?
a)
Ask the customer to read the product labels & tags
b)
Stare personal experiences about using the product and say it works well
c)
Communicate the technical specification about the product such as weight and materials
d)
Relate product features to the customer's needs in a "so that you can" statement
5.
What is the BEST way for a sales associate to inform customers of the stores frequent shopper program?
a)
Tell customers about it during the sales transaction
b)
Explain the program upon customer inquiry
c)
Call potential customers to inform them of the program
d)
Call potential customers to inform them of the program and to offer to get them started earning rewards
6.
If store does not offer a particular product the customer is looking for and needs immediately 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)
Offer to order the special item
7.
If the store does not offer the specific one of a kind product that 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 story does carry
c)
Refer him to a competitor
d)
Offer to special order the item
8.
A customer is trying dresses on. A sales associate may assist by
a)
Asking what size the customer wants in the locker room
b)
Asking how much the customer plans on spending
c)
Offering 2 sizes stating each brand varies
9.
The BEST way to sell a new pizza at a bulk discount store (like SAMS/Costco) is
a)
Taste test
b)
End of aisle display
c)
Product comparison
10.
When is the BEST time to tell a customer about a product warranty?
a)
At beginning of sales process when discussing benefits
b)
During check out process
c)
When the sale is complete
11.
What is a REBATE and when does the customer receive it?
a)
During check out
b)
After the customer mails in the receipt, he/se will receive money in the mail
c)
When you put a little bit at a time for a product and when you finish paying for the product, you get to take it home
12.
What is the term for when a store meets a competitor's advertisement price?
a)
Advertisement
b)
Product guarantee
c)
Price matching
d)
Discounting
13.
The BEST way for the sales associate to learn the benefits of a product is to
a)
Attend a team training where you discuss benefits
b)
Read the vendor manual
c)
Read the instructions
14.
After a delivery is made to a customer, the sales associate, should
a)
Follow up with call that day
b)
End of month survey
c)
Thank them the next time they come in
15.
What should you do if you hear another sales associate struggling to answer questions from a customer?
a)
Stop and introduce yourself and help the associate
b)
Stop and switch the sales associate so you are both working
16.
A customer is looking for an item that is out of stock. How can the sales associate bEST assistant that customer?
a)
Personally deliver when in stock
b)
Offer alternative that meets the customer's needs
17.
The sales associate was with a customer when another customer walked in so he communicated with him non-verbally
a)
saying welcome to the store, how may I help you?
b)
Smiling at the customer and giving eye contact
c)
Smiling and saying I'll be right with you
18.
The warrant 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
19.
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
20.
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
d)
Studying all literature on the products you sell so you can answer questions
21.
To keep the lines of communication open, the BEST questions to ask:
a)
Are ones that can be quickly answered with a "yes" or a "no"
b)
Begin with who, what, where, when, how, or why
c)
Are ones that can direct the customer to a decision
d)
Are structured to save the customer's time
22.
Policies that are open to interpretation by store employees
a)
Customer satisfaction
b)
Government Law
c)
My Safety
d)
Liability of product
23.
Which of the following is a benefit?
a)
The comforter is white
b)
The comforter is versatile
c)
The comforter is queen size
d)
The comforter has a high thread count
24.
A sales associate can limit objections in sales presentations by
a)
Allowing an amount of time for feedback
b)
Not going over their price limit
c)
Telling all features
d)
Build rapport and trust and focus on their needs
25.
The BEST follow-up by the sales associate after a washer and dryer are bought and are to be delivered the next day is to:
a)
Call the day before the delivery
b)
Call the day after the delivery
c)
Send a thank you note
26.
A customer bought a kitchen applicate and had it installed. What is the next step for the sales associate?
a)
Call or email to check if the delivery was received on time and items not damaged
b)
Ask the customer next time they come in how the item is working
c)
put that they bought the appliance in your database
27.
If a customer meets all requirements to return an item what should you do?
a)
Apologize for the inconvenience and give the refund/offer a store credit
b)
Ask them why they didn't want it and give them store credit
c)
No returns should be allowed at any point in time.
28.
A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for?
a)
Do you like a certain brand?
b)
Is there a price you are staying within?
c)
How will you be using your phone, for example, business or personal use?
29.
A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. Sales associate's BEST response is
a)
We can't do anything
b)
I understand, let me get someone to assist you
c)
I apologize, here is the corporate office number
30.
Why should a sales associate read a flyer about a competitor's price?
a)
Be knowledgeable of prices when informing customer
b)
To tell the customers about the stores that have products that cost more than yours
c)
To always price your product a few cents below their products
31.
Item online they saw for discount and come in the store looking for it. It's not there. Apologize for the inconvenience and next
a)
Refer them back to the website
b)
Ask open ended questions to find alternatives that meet needs
32.
The phone is ringing in a very busy shoe store with customer already waiting
a)
Say company name and say you''ll call back later and get number
b)
Say company name and ask for them to call back
c)
Say company name and put them on hold
33.
There are 2 camera options. What should the sales associates ask the customer to figure out which one is best for them?
a)
What type of pictures do you plan to take with this camera?
b)
Do you prefer this or that camera?
c)
Do you like this brand?
34.
The sales associate's communication with a phone customer is best projected through his/her
a)
Patience
b)
Listening skills
c)
Problem solving
d)
Tone of voice
35.
The BEST way for a sales associate to show the product's quality is to
a)
demonstrate it
b)
say you use it
c)
let them read label
36.
A sales associate went to a class to learn about MP3's and forgot how long it takes to charge the battery
a)
He should ask another person about the MP3s
b)
He should review the online class
c)
He should look on the internet when he goes home
37.
What question do you ask to get feedback to see if the computer software met expectations of the customer?
a)
Did they deliver on time?
b)
Did you have installation problems?
c)
What new features have you used?
d)
How has the software worked for what you were using it for?
38.
A retailer may allow for a more flexible return policy because it
a)
Keeps customers from being dissatisfied by allowing them to return or exchange
b)
Keeps customers from getting angry and yelling at the associate
c)
Allows teenagers to wear outfits and return them afterwards
39.
An ad says "you buy it, we install it" but the sales associate gives the customer a list of items that the store doesn't do installments for. How do you handle this situation?
a)
Apologize for the inaccurate ad and pay for a professional to install
b)
Honor what the advertisement says and complete the installment yourself
c)
Give the customer money to get the AC installed by a professional
d)
Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad
40.
A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to an item and the customer has 10 days to return it
a)
Accept the return regardless of what the return policy states
b)
Tell the customer they should have returned in 3 weeks ago
c)
Let them know you can't accept the return but you can make an exchange
d)
Don't give them their cash but give them a store credit
41.
Warranties provide repair and/or maintenance for a specific time for a car, home, etc and is included in the price of a product. What is the purpose of a warranty?
a)
A promise to stand behind the product
b)
To show it isn't the best quality so you need a warranty
c)
A promise is to replace the product no matter what happens
d)
To prove you will not need a warranty
42.
Federal law requires that warranties be available. for you to read before you buy even when you're shopping by catalog or on the Internet
a)
True
b)
False
43.
Extended warranties are service contracts that are not actually warranties b/c it is sold separately at an extra cost. The warranty is provided by the manufacturer. The extended warrant is provided by the
a)
Manufacturer
b)
Retailer
c)
Customer
44.
When the sales associate is stocking the shelves, he should first make sure he/she
a)
Reads the instructions on the manual to know how to use
b)
Make sure the product is working
c)
Practices saying the features/benefits to a co-worker
45.
Customer: "I like this dress, but it is really more than I should spend. I'm just not sure". The associate should respond with:
a)
It looks so good on you and you're worth it, aren't you?
b)
It does really look nice on you. If you would like to think about it, I can hold it for you for 24 hours while you decide
c)
You're right. It really is awfully expensive
46.
Customer: "I think this rug would be perfect for my daughter's room, but I'm afraid that they color might be too dark". The associate should response with:
a)
That is the only color it comes in. Do you want to look at some other styles?
b)
Okay, I understand
c)
Why don't you take it home and try it in the room? You can return it for a full refund as long as you save your sales receipt.
47.
Customer: I think I might be making a mistake here. Just because I like these pans doesn't mean my friend will." The associate should respond with:
a)
She could always return them. If you're unsure, maybe I could help you find something more appropriate. What are some of her hobbies?
b)
She'll probably want to cook when she sees these pans!
c)
I think it's nice to give something you like. If she doesn't like them , she can exchange them.
48.
The customer has looked at several watches and seems to like one best. She tried it on, step it to the correct time and asks whether the bad can be changed to another style. The associate shows her the options, and she likes one in particular. The associate should respond with:
a)
Do you want to look at a few more styles?
b)
Will that be cash or credit?
c)
Shall I go ahead and replace the band for you?
d)
We'll be having a sale on watches sometime next month
49.
A customer asks if someone could help her get a purchase to the car. The associate should respond with:
a)
Yes, I'd be happy to carry it out for you. Do you want to see another alternative first?
b)
Yes, I will carry it out for you. You made a great choice.
c)
Yes, I can do that. I'm glad you came back. I had another customer who came in who was interested in this.
d)
Sure, I can find someone to carry it out for you. Will that be cash or credit?
50.
The best way to talk to a new customer is to:
a)
Flatter her
b)
Interact as if you are old friends
c)
Match what you say and tone of voice to her personality
d)
Convince her that you know what is best for her to buy
51.
Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:
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
52.
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)
Giving other service to those in the party, such as offering a chair or a cup a refreshment
d)
Remind the customer of the kids’ zone area
53.
According to market research, what percentage of customers is likely to spend more if the sales associate is helpful?
a)
25%
b)
32%
c)
45%
d)
55%
54.
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
55.
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
d)
Be the top sales associate in your department
56.
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
d)
Studying all literature on the products you sell so you can answer questions.
57.
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?
58.
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
c)
Select the approximate size you believe that she is.
d)
Wait till the customer picks out the right size.
59.
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.
60.
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
d)
Offer to push them around the department so they can pick out things
61.
An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:
a)
Completely avoid talking about the specific product and change the topic.
b)
Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to
resolve any issues.
resolve any issues.
c)
Just listen - you can’t please everyone.
d)
Tell the caller that the company is aware of the problem and is taking steps to fix it.
62.
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
d)
Send them to the service counter to wait for a customer service rep
63.
When using the T.H.A.N.K.S. 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”
64.
If a customer becomes abusive, you should probably:
a)
refund his money immediately
b)
contact your manager
c)
tell him he is being abusive
d)
call security
65.
When the 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
d)
Use your own judgment to solve it.
66.
How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?
a)
2 minutes
b)
90 seconds
c)
60 seconds
d)
30 seconds
67.
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
d)
Ask them if you can put it in the bowl used for drawing prizes
68.
What question do you ask to get feedback to see if the computer software met expectations of the customer?
a)
Did they deliver it on time?
b)
Did you have installation problems?
c)
What new features have you used?
d)
How has the software worked for what you were using it for?
69.
A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must
a)
Secure the area and report the situation to management
b)
Call the custodian for assistance
c)
Do a temporary cleanup as best he/she can
d)
Nothing; maintenance will clean it up
70.
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)
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
d)
Tell him you don’t carry that brand then excuse yourself to serve someone else
71.
What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?
a)
Read the labels and packaging information on the new product
b)
Check with co-workers to see what they know about the products
c)
Ask customers to explain what they know about the products
d)
Call the manufacturer or vendor and ask about the products.
72.
A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associated is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response?
a)
Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.
b)
Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage.
c)
Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive
d)
Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream
73.
Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?
a)
We do not offer installation services, but I will give you the number of a company that will come install the set for you.
b)
We offer installation on some items, but washers and dryers are not included.
c)
Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.
d)
I am sorry for the misunderstanding, but we do not install these items.
74.
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?
a)
selling process
b)
pricing strategy
c)
return policy
d)
deliver policy
75.
You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 2 rings. What do you do?
a)
Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
b)
Answer the phone and continue to help the customer at the store at the same time.
c)
Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.
d)
Excuse yourself, answer the phone, and quickly assist the caller.
76.
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
d)
Open up the package and read the warranty to them
77.
Managers who hire sales associates say that they value retail workers for their
a)
Willingness to “step back”
b)
Capacity to work alone
c)
Ability to focus on a single task
d)
Composure under pressure
78.
In your client record system, you should record
a)
Customer purchases
b)
Customer interests
c)
Follow-up activities
d)
All of the above
79.
If you do not have business cards, you can help the customer remember you by:
a)
Asking the customer 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
80.
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
d)
To see the best items in the store
81.
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
d)
Pick the best quality items to show
82.
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:
a)
Return it to the customer telling him why
b)
Ask the customer to leave the store immediately
c)
Tear the counterfeit bill up and ask politely for another twenty
d)
Note the customer’s description and any other identifying information
83.
Personal shopping services may be appropriate for which of the following customers?
a)
A shopper who says she just wants to browse
b)
A shopper who asks you to help select gift items for the holidays
c)
A customer who is in a hurry and does not have time to look for specific items
d)
B and C
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