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WorksheetsCS Screening Test 1
Total questions: 50
Worksheet time: 25mins
Name
Class
Date
1.
What questions 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
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 them.
d)
Help the customer who looks like he will spend the most money
3.
Which of the following would be the best option when trying to find out what a customer wants to buy?
a)
Can I help you?
b)
Are you looking for anything special?
c)
Whatcolor do you prefer in that brand?
d)
Is that the brand you want?
4.
A good reason for creating an opening for discussion is to
a)
Breakdown the customer's sales resistance
b)
Get to know what the customer wants
c)
Convince the customer how much you know about the product
d)
Increase your store's sales revenues
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: complimenting the customer's taste; assuring the customer that he is the expert; and
a)
Suggesting that he buty "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.
A retail association see that an electrical socket has wires exposed in an areas where customers shop. The retail association 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
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)
Giving other service to those in the party, such as offering a chair or cup of refreshment
d)
Remind the customer of the kids' zone area
9.
A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You should her the options and she like one in particular. What is the best to say to close the sale?
a)
Do you want to look at a few more styles
b)
Will that be cash or credit card?
c)
Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
d)
We'll be having a sale on watches sometime next month.
10.
According to market research, what percentage of customer is likely to spend more if the sales associate is helpful?
a)
25%
b)
32%
c)
45%
d)
55%
11.
Which store offers the best price
Store 1 Price 27. No discount
5 year warranty
Store 2 Price 27. No discount
3 year warranty
Store 3 Price 30. 10% disc
4 year warranty
Store 1 Price 27. No discount
5 year warranty
Store 2 Price 27. No discount
3 year warranty
Store 3 Price 30. 10% disc
4 year warranty
a)
Store 1
b)
Store 2
c)
Store 3
d)
They all offer the same exact price
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
d)
Be the top sales associate in your department
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
d)
Studying all literature on the products you sell so you can answer questions
15.
To keep the lines of communication open, the best questions to ask
a)
Are direct and to the point
b)
Are one that can be quickly answered with a "yes" or "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
c)
Select the approximate size you believe that she is
d)
Wait till the customer picks out the right size
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.
Which of the following scenarios shows the proper use of a business card
a)
I'm glad I was able to help you find what you needed today. Here are a few of my cards - be sure to tell your friends and family about me
b)
We don't have business cards here, but it you give me one of yours I will call you whenever something interesting comes in
c)
If you change your mind and do want some help, here's my card.
d)
I've enjoyed helping you with your gift selection. Here's my business card in case I can be of further assistance.
22.
Which of the following are acceptable ways to ask a customer's permission 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
d)
None of the answers are correct
24.
Creating customer loyalty is rewarding for
a)
The store
b)
The sales associate
c)
The customer
d)
All answers are correct
25.
Which 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
26.
A computer store has a sign posted on the door that says, "No food or drink to be brought into the store." A sales associate is ringing up a customer and sees that another customer has a small child with an ice cream cone. What should the sales associate do?
a)
Finish ringing up the customer and explain to the second customer that they will not be served until they throw away the food.
b)
Excuse yourself from the 1st customer and let the 2nd customer know they will have to pay for anything damaged by the food
c)
Call security or the store manager to deal with the customer
d)
Briefly interrupt the first customer's transaction, ask the second customer kindly to dispose of the ice cream.
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
c)
Sales associates that look snazzy and take turns helping customers
d)
Good inventory and easy checkout
28.
Small kindnesses to your customers may include:
a)
Letting the customer make a local call to verify preference
b)
Consolidating many small packages into one large shopping bag
c)
Telling a customer about a lounge where she may tend to her baby's needs
d)
All answers are correct
29.
To assist your customers in a personal way, you should become familiar with
a)
Their relatives, special friends, and loved ones
b)
Entertainment centers and movie theaters in the district
c)
Resources in and near your store
d)
Dining and day care near the store
30.
Personnel Policy states the following: 20% discount cards for employees, Employees do not ring up their own purchases, Employees must pay for food before consuming it, and Employees should not leave the store with items not paid for.
A cashier decides to buy a soda during her break, how should she pay for the soda
A cashier decides to buy a soda during her break, how should she pay for the soda
a)
Use another employee's discount card to buy the soda
b)
Ring up the soda herself before the break begins
c)
Pay for the soda after the break is over
d)
Ask someone else to ring up the soda as soon as the break begins
31.
In preparing a resource list for your customers, you should consider,
a)
Local companies that have complementary services to the products that 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 answers are correct
32.
When customers request any of the service "extra's 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
d)
Tell them that you will call someone else to take care of them since you are busy
33.
When working with customer 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 store so that they can pick things out
34.
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product. What is the purpose of this 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 to replace the product no matter what happens
d)
To prove you will not need a warranty
35.
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.
36.
A customer says, "I think I may be making a mistake here. I do like these pans but they're a gift for my friend and she doesn't cook as much as I do.
a)
You friend could always return them. If you're unsure about the pans, maybe I could you find something more appropriate. What are her hobbies?
b)
She'll probably want to do more cooking 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.
d)
I'm sure she'll like them jut like you do.
37.
Below is the price list at Walmart Garden Center. Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul to make this purchase? Birdseed $7 Sprinkler 8.60, Hose 15.00 Wheel Barrow 40.00, Feeder 20.00 10% Discount for Senior Citizens
a)
$8.00
b)
$7.74
$7.74
$7.74
c)
$8.90
d)
$7.94
38.
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
39.
The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78.
a)
$10.71
b)
$.93
c)
$10.70
d)
$9.86
40.
Your company just received dresses from a new dress designer from china to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top blouse only, or as an "After 5" dressier piece. What should you do as the sales associate before displaying the item?
a)
Photocopy an illustration to show the different ways it can be worn
b)
Try on the dress and learn the mutiple ways it can be used in order to better show customers how to wear it
c)
Check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets US guidelines
d)
Safely unpack the merchandise to minimize damage from handling before displaying it
41.
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 quickly assist the caller.
d)
Excuse yourself, answer the phone, and quickly assist the caller.
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 you have a disabled person to work with, would they please take care of the other customers
d)
Call the person in another department who knows some sign language to come help you
43.
You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal use but some benefits have not been explained to you. You decide to bring in your tax returns to make copies. Which of these is the best thing to do?
a)
Consult company policy or the manager about using the copier
b)
Wait until no one is around and make copies of your tax return
c)
Ask a co-worker what everyone else does and then do the same
d)
Copy the returns anytime during the day when there are no customers
44.
When balancing service between phone customers and those you may already be 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 courteously from your in store customer saying that you'll be right back and answer the phone
d)
Since your customer is in the store, wait on the customer and ignore the phone until you have time.
45.
You work in a men's store and see a customer looking at a rack of men's suits. What would be the best thing to say as you approach this customer?
a)
We have some great fabric and pattern choices. What colors do you prefer?
b)
I see you are interested in our suits
c)
The blue suits are very popular. You take a size 40 right?
d)
I have some great suits on sale. May I show you a few?
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 answers are correct
47.
Which of the following steps will help you keep commitments to customers?
a)
Promising customers you will find the items they requested
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 customers request
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)
The "Say what you do answer" and "make exceptions answer"
49.
A customer comes into your store and you greet them. Now that you've make a connection, what is your next challenge?
a)
Ask how much money he/she plans to spend
b)
Determine exactly what the customer needs
c)
Ask if he/she has shopped in the store before
d)
Find out how much time he/she has to shop
50.
By becoming an expert at special orders, you may benefit by:
a)
Learning more about the products you sell
b)
Learning more about customer needs and interest
c)
Getting to know people in other departments
d)
All answers are correct
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