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WorksheetsEXCELLENCE ENHANCEMENT
Total questions: 40
Worksheet time: 40mins
What is quality customer service?
Talking to customer
Going the extra mile to exceed customer's expectation
Assisting the customer to buy
Meeting the needs and wants of customers
What is required for delivering quality customer service? You may select more than 1 answer(s).
Understanding customers' needs and wants
Having good product knowledge
Proper personal grooming
Able to handle customers' queries
All of these
Which is NOT a reason why quality customer service is important?
Customers will choose to come back again
Customers will post on social media
Customers will recommend business to their friends
Customer loyalty created
Which is NOT a characteristic of quality customer service?
Attend customer casually
Smile
Be efficient
Polite
Which is NOT an example of after-sales service?
handling customers' complaints
handle customer concerns of price of products
handle returns, refunds and exchange of products
handle customer
Why do some retailers offer rewards to their cardholders?
Offer customers discounts on their purchases.
Decrease the spending power of the customers.
Encourage cardholders to spend more at the shops.
Allow the customers to exercise their consumer rights
Ms Siti, a first class passenger of a famous international airline is allowed access to the special waiting lounges that offer refreshment, grooming service and business centre. Ms Siti is enjoying such services because she
is a student
is a magician
is a member with special access privileges?
has bought an air ticket with additional benefits.
C & D BOTH
One of the ways to foster customer loyalty is to
always close the shops on time.
frequently communicate with management.
dress up the store with more video screens.
understand customers and fulfill their needs.
Which one of the following is NOT an important factor in fostering customer loyalty?
Customer Service
Employee Loyalty
Communication
Employer profile
Why is it important to offer after-sales service?
Builds relationship with customers
Increase the shelf life of the product
Improves economy of the company
Reduce the supplier's complaints
What are possible product knowledge a sales assistant should possess? You may choose more than 1 answer(s).
Product's features
Types of food available
How to care for product
Knowledge of Singapore's history
Product Pricing
Which step of the Selling Process is NOT a part of handling the sale?
Approaching Customers
Making a Sales Presentation
Closing the Sale
Providing After-sales Service
Which of the following are techniques to effective product presentation? You may choose more than 1 answer(s).
Hold the product carefully with pride
Acknowledge the customer’s feelings
Demonstrate how to use the product
Listen carefully
Accept the product returned
Selling products/ service that is not directly related to products that you have sold earlier is called
up-selling
retail selling
cross selling
suggestive selling
The ultimate aim of cross-selling and up-selling is to
improve the profit margin.
maintain customer loyalty
increase average transaction price
decrease average transaction price
Sir, this washing machine will give you a 30% saving on your monthly utilities bill” is an example of
trial close
assumption close
combination close
summary of benefits close
Which one of the following is NOT a way for stores to present and promote their products?
Touchpoint
Displays
Special Offer
Promotions
One characteristic of an actual product is
coupons
deals
design
visual merchandising
Sales staff are important to retailers because they
decide on discounts to be given to loyal customers.
maintain the warehouse inventory records.
assist to retain customers by giving excellent customer service.
help customers to retrieve products from the stockroom
A customer is concerned about the price of the product. How may you handle his objection?
Emphasize on the product benefits
Encourage customers to share their concerns
Offer Affordability Scheme
Ignore the customer's concern
When a customer objects to the price of an item, one way to handle this is by
showing them your understanding.
dissuading them from buying the item.
offer them the affordability schemes
educating them about the Fair Trading Act.
Ignore the Customer
What kind of objection is Kamlesh displaying if he does not believe that the product would be able to deliver the benefit explained by salesperson?
lack of interest
disbelieve
Price situation
hesitate
One example of an open posture used by customers to signal their readiness to buy is when the customers
look away from the salespeople
stand upright and trunk exposed
avoid eye contact with the salespeople
observe the products with a frown and arms folded
A data collection tool used to gather information about individuals is called a/an
survey
interview
focus group
customer comment card
When a company receives bad comments from customers, this is known as:
push strategy
market strategy
positive feedback
negative feedback
customer mind
A membership program is important as it is a valuable marketing tool used for
keeping profits low.
connecting customers.
gaining competitors’ data.
maintaining loyalty of staff
Which one of the following is NOT an element of product knowledge?
Disadvantages
General features
Stock availability
Customer service
One common way to develop and maintain product knowledge is by
asking current user of the product.
employing the trial and error method.
looking up for information at the manufacturer’s website.
asking from friends
List 2 characteristics of a successful sales professional
Self-confidence and people motivator
Self-motivation and selling aptitude
Multi-tasker and business-maximizer
Task performer and people-pleaser
What is the meaning of direct appeal close?
Closing the deal with pressure
Pleading the customer to close the sale
Asking for the order in a straightforward manner
Appealing to colleagues to help close the sale
What are the 2 types of feedback?
Good and Normal
Regular and Standard
Positive and Negative
Minor and Major
All of the following are methods of obtaining feedback from customers EXCEPT
survey
focus group
mystery shopping
appraisal
a written agreement in which a company selling something promises to repair or replace it if there is a problem within a particular period of time
transaction
product
warranty
guarantee
Your competitor is charging MORE than you. Do you say your product is?
Less expensive
Cheaper
More affordable
More costly
The selling of products to the customer is
Retailing
Services
Retail customer
Merchandise variety
The first thing that a sales staff can do to make any person at ease is by
smiling
shaking hands
standing upright
greeting with self-introduction
Which one of the following is NOT an element of good greeting?(more then 1 correct)
Immediate recognition.
Saying “May I help you?”.
Look away from customer.
Make greeting warm and sincere.
Open questions asked by the salesperson allow the customers to
gain a better deal.
take control of the conversation.
make the buying process quicker but less pleasant.
share more information to reduce misunderstanding.
An example of a want is
food
Headphone
education
drinking water
Saiful is offering a free Bluetooth headset if the customer is planning to purchase the XYZ Phone? What key element of product knowledge does this belong to?
Price
Benefits
Special features
Special offers
