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WorksheetsCS Screening Test # 2
Total questions: 52
Worksheet time: 26mins
Name
Class
Date
1.
By becoming an expert at special orders, you may benefit by:
a)
Learning more about the products you sell
b)
Learning more about eh customer needs and interest
c)
Getting to know people in other departments
d)
All answers are correct
2.
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
d)
Give them a new one of the same product
3.
A customer approaches the service desk with a toy doll. she says that she bought the doll for her niece's birthday a month ago and that the doll no longer speaks. Which of these should the associate say first?
a)
Are you sure that you bought this doll at this store. Do you have the reciept
b)
We've had a lot of complaints about this doll. You might want to contact the manufacturer
c)
We've never had any complaints about this doll before. What do you think your niece did to it?
d)
With this kind of toy, it's always best to check the batteries first. Let me check them for you.
4.
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 answers are correct
5.
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 customer ask you about a warranty
d)
Open up the package and read the warranty to them
6.
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?
a)
Find the elliptical training machine box and read whatever information came with it
b)
Demonstrate the elliptical machine in the store with customers until she is familiar with its features
c)
Ask her boxx to assign her to another department she is more familiar with
d)
Switch departments with another sales associate
7.
An irate caller reaches you and starts berating your company's service on a particular product that has been controversial. You should:
a)
Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve the issue
b)
Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken
c)
Tell the caller that the company is aware of the problem and is taking steps to fix it
d)
Just listen - you can't please everyone
8.
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
a)
check with your immediate supervisor
b)
Make the exception, but only if the customer promises to make additional purchases
c)
Tell him you do not make exceptions
d)
Tell them to buy the product again and return the broken one in the new box
9.
When customers return merchandise, you should
a)
Make sure they have a good reason dor 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
10.
A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?
a)
Refer to your store's policy on meeting competitor's ads
b)
Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
c)
Immediately change the price in your store to meet the competitor's price
d)
Ask your sotre manager how to respond to the customer
11.
A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?
a)
Refer to your store's policy on meeting competitor's ads
b)
Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
c)
Immediately change the price in your store to meet the competitor's price
d)
Ask your sore manager how to respond to the customer
12.
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
13.
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 & 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
d)
Apologize for your store's policy
14.
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
b)
You'll have to take this to the Customer Service; I can't help you here
c)
Someone in customer service can help you with that; I'll show you the way
15.
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
16.
A customer calls and has some technical questions about a product with which you are not completely familiar. You should
a)
transfer his call to someone who is knowledgeable in that area
b)
pretend that you know what you are talking about and give your own answers
c)
tell him to call back another time
d)
ask him why he is being so inquisitive
17.
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?
a)
Do not get involved in the situation
b)
Quickly take your boss aside and provide the correct name
c)
Wait until the client leaves, and then provide your boss with the correct name
d)
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.
18.
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.
19.
You have been training Ms. W. You are explaining an application to a client when Ms. W interrupts to ask you a question. You tell her you are busy and will come to her office when you are finished. She walks off talking about you and the department negatively. What should you do?
a)
Ignore her and continue to assist the client
b)
Get on the phone and request assistance from the department administrator
c)
Say, Now Ms. W I said I would be with you as soon as I could. Now please let me finish
d)
Ask another employee to help the client while you escort Ms. W to a room away from the public area.
20.
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
21.
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 judgement to solve it
22.
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 he is being unreasonable
c)
Get help from a more senior employee
d)
Get creative and just solve the problem
23.
What are the best kinds of questions to ask to a customer to encourage conversation?
a)
Open-ended
b)
Direct and to the point
c)
Yes, No
d)
None. Let the customer do all the talking.
24.
As a sales associate, your goal is to:
a)
Keep the returns to a minimum
b)
Keep the customers coming back
c)
Decide who is right and wrong
d)
Increase sales for your store.
25.
You are a car salesman at a dealership. After taking a test drive, the customer decided to continue to look at other car options. What is your best response to her?
a)
I'm sorry. I don't have a business card, but if you give me yours, I'll be glad to call you to see if you have any other questions.
b)
I agree. You should give your decision more thought. It is important that you are 100% satisfied. Here is my card in case you have any questions.
c)
Well, if you want to come back and look some more, here is my card. Fee free to give me a call.
d)
I'm sorry you were not able to find exactly what you are looking for, but if you decide to come back, please be sure to ask for me.
26.
Showing the customer that you and your store stand behind the products and services you sell:
a)
Limits the profits on some items
b)
Shows a professionalism that builds customer loyalty
c)
Encourages customers to return items more frequently
d)
Shows the customer that you are a talented sales associate
27.
When customers come to you with complaints, you need to
a)
Listen carefully
b)
Be patient
c)
Get information
d)
All answers are correct
28.
A person approaches you and tells you of many complaints he has about your department. You should first
a)
assume that he is just blowing off steam and ignore his complaints
b)
check into the legitimacy of the complaints
c)
ask for advice from your supervisor on the best way to handle the person
d)
regard the complaint as accurate and take immediate steps to correct it
29.
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 like the deal you gave them
c)
If the customer has any friends that might like the item
d)
If they need to buy any additional products
30.
Dominque is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?
a)
How much do you want to spend
b)
Do you want the red coat or the blue coat
c)
Why do you want this type of coat
d)
No of these are appropriate to continue
31.
Which of the following is not a product benefit for a new sweater?
a)
the sweater has a snag-free zipper
b)
The fabric is made of natural wool
c)
They come in neutral colors
d)
the fabric is soft and will last through many washes
32.
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)
Remember the customer's name and use it when he comes in again
33.
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 locate an item the customer asked for a while back
d)
You haven't seen the customer in a long time and are wondering if she is shopping somewhere else now
34.
How soon upon a customer's arrival in your store should you, the salesperson, greet the customer?
a)
2 minutes
b)
90 seconds
c)
60 seconds
d)
30 seconds
35.
Keeping records about customer's preferences
a)
Will make customer's suspicious of you ability to remember details
b)
Requires an expensive computer system
c)
Can help you provide more personalized service to returning customers
d)
Will help you target market to them
36.
In your client record system, you should record
a)
Customer purchases
b)
Customer interest
c)
Follow Up activities
d)
All answers are correct
37.
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
d)
You keep it as long as the customer remains a customer of the store
38.
What is one of the best ways to explain features and benefits to a customer
a)
explain the history of the product
b)
Show the customer the users manual
c)
Discuss the review of this product
d)
Demonstrate the product
39.
A custome rshows up and appears to be usdet and on edge. as the sales associate, it would be best to:
a)
Mirror their behavior
b)
Refer the customer to your supervisor
c)
Show empathy in your replies
d)
Offer them a refund or discount to settle them down
40.
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 the future
b)
The date a special order is due
c)
An upcoming sale
d)
All of the answers are correct
41.
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
42.
If your company does not supply business cards, you should
a)
tell customer 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 you business cards
d)
Tell customers your name and phone number and offer them a pen to write it down
43.
A customer walks into the office and ask for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
a)
tell the person what you think the answer might be
b)
Refer the person to your supervisor
c)
Say that you are not allowed to give out that information to the public
d)
Inform the person that you don't know but will find out
44.
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 claiming 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 learn more about them so you can suggest items that you think they can afford.
45.
Showing respect for a customer's business card means you should
a)
Never write on it
b)
Put it in your purse or wallet
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
46.
Which of the following is not an example of suggestive selling in a display?
a)
Putting chocolate topping next to the ice cream
b)
Dressing a mannequin with matching pants, shoes and a handbag
c)
Putting soups next to the detergent
d)
Putting flip-flops next to a beach towel.
47.
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
d)
Can lead to a big tip
48.
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
49.
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 that you think she should wear
c)
Select only items that fit her interest
d)
Show them only the best products in the store
50.
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
51.
A customer pays you with 3 twenty dollar bills and 4 ones. In checking the currency, you notice that I 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
52.
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 show ask you to help select givt items for the holidays
c)
Both answers are correct
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