WorksheetsCustomer Service Set M2
Total questions: 10
Worksheet time: 5mins
Which of the following scenarios shows the proper use of a business card? The Salesperson says,
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.
We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in.
If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you.
I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.
Referring a customer to a competitor will likely result in:
The customer seeking you out for future needs
The customer never returning to your store
A lost sales opportunity for you
None of the above
What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?
Read the labels and packaging information on the new product
Check with co-workers to see what they know about the products
Ask customers to explain what they know about the products
Call the manufacturer or vendor and ask about the products.
A new customer comes into your department, but you are helping another customer. You should:
Focus all your attention on your current customer
Let the new customer wait his turn until you have completed your current sale
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him
Help the customer who looks like he will spend the most money
A good reason for creating an opening for discussion is to:
Break down the customer’s sales resistance
Get to know what the customer wants
Convince the customer how much you know about the product
Increase your store’s sales revenues
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:
Suggesting that he buy “top of the line” products
Stating that the products in your store are far better than those in other stores
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
None of the above.
If the customer isn’t shopping alone, you can include the rest of the party by:
Telling any children to behave themselves while their parent makes this important decision
Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
Giving other service to those in the party, such as offering a chair or a cup a refreshment
Remind the customer of the kids’ zone area
If a customer walks directly to an item, this may indicate that he:
Knows what he wants and would probably appreciate quick, efficient service
Just wants to look at the item and has no interest in buying
Is in a hurry and doesn’t want any attention from you
Is looking for the least expensive brand
You can best determine the customer’s needs by gathering information through careful observation and by:
Deciding the type of products you think the customer should buy
Telling the customer everything you know about your products
Asking the customer thoughtful questions
Studying all literature on the products you sell so you can answer questions
Which of the following are examples of open-ended questions?
Can I help you?
What features are important to you?
Do you like blue or brown?
Is this all for you today?
