Free Printable Customer Service Part 2-Ch 2b

Worksheets

Customer Service Part 2-Ch 2b

Total questions: 25

Worksheet time: 13mins

Name

Class

Date

If you do not have a product that meets all of a customer’s needs, your best course of action is to:

Sell a product you have that satisfies most of the customer’s needs

Point the customer toward a nearby competitor that sells exactly what they’re looking for

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:

Provide more information

Make it easier to buy

Suggest an alternative

None of the above

A layaway option could satisfy a customer’s objection regarding:

Warranty

Capacity

Affordability

Delivery time

If a customer wants an item that is out-of-stock, you should do all of the following except:

Find out when the next shipment is due to arrive

Contact other stores in your chain to see if they have it in stock

Check with the warehouse and see how quickly it can be transferred to your store

Take the customer’s phone number but don’t promise to call by any specific date

Brand loyal customers:

Always purchase from the same store

Ask for a particular make by name

Either of the above

If a customer does not have a clear picture of what she wants, the sales associate should:

Point out the product that sells the best

Ask questions that can be answered “yes” or “no” to quickly narrow the options

Demonstrate the sales associate’s personal favorites

Ask open-ended questions to determine the customer’s needs

When asked, “Is this a good sleeping bag?” a sales associate’s best response is:

“Can you tell me where you’ll be using it?”

“It’s our best-seller.”

“I love mine.”

“Yes, and it’s on sale.”

A customer will be more likely to buy a product such as a DVD player if you:

Show how easy it is to program

List every feature the DVD player has

Open the manual to show how instructions are displayed

Customers most likely need your help when:

They are buying a product for the first time

All of the above

An item includes assembly instructions

A and C

10.

If you discourage customers from purchasing a product that exceeds their needs, they are most likely to:

Appreciate your honesty

Resent your interference

Buy more than they need anyway

11.

Which of the following examples BEST represents cross-selling?

Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.

Discussing the benefits of different brands when a customer is purchasing a computer.

Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas.

Showing the customer a matching scarf and gloves when the customer purchases a winter coat.

12.

What is the most effetive way to determine a customers price range for an item?

Ask how much of weekly income the customer can spend on the product

Listen closely to the customers responses to questions regarding price

Watch the customers body language when showing the customer a price tag

Expect that if the customer like the quality; price wil not be an issue.

13.

Which of the following BEST defines a guarantee?

Coverage of the defects described in the information provided by the manufacturer

Certificate insuring that a product has been properly inspected by the manufacturer

Service contract that covers products beyond the time frame or conditions stated by the manufacturer

Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.

14.

If the store does not offer the particular product the customer is looking for to use this weekend for a party they are hosting, your FIRST option should always be to

convince the customer he doesn’t need it anyway

Suggest alternatives that your store does carry

Immediately refer him to a competitor

Offer to special order the item.

15.

If the store does not offer the specific one of a kind particular product the customer is looking for, your FIRST option should always be to

convince the customer he doesn’t need it anyway

Suggest alternatives that your store does carry

Immediately refer him to a competitor

Offer to special order the item.

16.

A customer is ready trying dresses on. A sales associate may assist by

Asking what size the customer wants in the locker room

Asking how much the customer plans on spending

Offering 2 sizes stating each brand varies

17.

The BEST way to sell a new pizza at a bulk discount store (like SAM’s) is

Taste test

End of aisle display

Product comparison

18.

When is the BEST time to tell a customer about a product warranty?

At the beginning of sales process when discussing benefits

During check out process

When the sale is complete

19.

The BEST way for the sales associate to learn the benefits of a product is to

Attend a team training where you discuss benefits

Read the vendor manual

Read the instructions

20.

A sales associate hears another associate struggling to answer questions from customer.

Stop and introduce yourself and help the associate

Stop & switch with the other sales associate so you are both working on something

21.

A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer?

Personally deliver the item when in stock

Offer alternative that meets the customer’s needs

22.

The warranty is an excellent tool for you to use to:

Prove that your company has the BEST price

Explain your company’s return policy

Reassure the customer about a product’s quality

23.

Which of the following is a benefit of the down comforter (bed spread)?

The comforter is white.

The comforter will keep you warm and cozy.

The comforter is a queen size.

The comforter has a high thread count

24.

A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?

Apologize for the inconvenience & give the refund unless they prefer an exchange or store credit

Ask them why they didn’t want it and give them store credit

No returns at this point in time

25.

A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what they are looking for?

Do you like a certain brand?

Is there a price you are staying within?

How will you be using your phone? Will you use it for example business or personal use?

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Customer Service Part 2-Ch 2b

Total questions: 25

Worksheet time: 13mins

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