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WorksheetsCustomer Service Set M9
Total questions: 10
Worksheet time: 5mins
If your company does not supply business cards, you should:
Tell customers that they can find the store number in the phone directory
Check to make sure creating your own will not violate company policy
Tell the customer that the company is too cheap to give you business cards
Tell customers your name and phone number and offer them a pen to write it down
A customer walks into the office and asks 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?
Tell the person what you think the answer might be
Refer the person to your supervisor.
Say that you are not allowed to give out that information to the public.
Inform the person that you don't know but will find out.
Which of the following are good reasons to ask customers for their business cards?
So you can claim these customers as your own and keep co-workers from making sales to them
When customers show interest in an upcoming event and you offer to remind them
So you can build up your client records with names of potential customers
To learn more about them so you can suggest items that you think they can afford
Showing respect for a customer’s business card means you should:
Never write on it
Put it in your purse or wallet for safe keeping
Make some comment to indicate you have read it
Ask them if you can put it in the bowl used for drawing prizes
Which of the following is not an example of suggestive selling in a display?
Putting chocolate topping next to the ice cream
Dressing a mannequin with matching pants, shoes and a handbag
Putting soups next to the detergent
Putting flip-flops next to a beach towel
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?
Susan looks at Cassandra and says, “You have great tastes as that is our number 1 seller!”
Based on how Cassandra is dressed, Susan says, “I don’t think that perfume will fit your personality.”
After Cassandra smells the perfume, Sally says, “I can see you like a fragrance with notes of gardenia in it.”
Susan says, “That fragrance smells very nice on you.”
A customer is looking at a new desktop computer. To energize your sales presentation, you should:
Give a personal experience that you’ve had with using that same computer.
List the features of the computer
Ask questions about why she needs a computer
Demonstrate how the computer would be great for gaming because of its fast graphics
Which of the following is not a component of good customer service?
Attendance at store trainings
A positive attitude
Asking closed-ended questions to get a definitive yes or no answer
Acknowledge the customer quickly
What does shortage refer to?
pricing of products that are lowered to get rid of overstock
shoplifting, employee theft and inventory errors
delivery of merchandise that is lower than what is on packing slip
putting a smaller amount of inventory on shelves
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:
Return it to the customer telling him why
Ask the customer to leave the store immediately
Tear the counterfeit bill up and ask politely for another twenty
Note the customer’s description and any other identifying information
