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WorksheetsNRF Customer Service Study Guide First Semester
Total questions: 69
Worksheet time: 52mins
Name
Class
Date
1.
What should a retail associate do if he or she discovers an electrical hazard?
a)
Call the custodian for assistance.
b)
Make temporary repairs as BEST he or she can.
c)
Nothing; maintenance is probably aware of the situation
d)
Secure the area, and report the situation to management
2.
What is the BEST way to learn about new merchandise in your store?
a)
Check with co-workers to see what they know about the products.
b)
Ask customers to explain what they know about the products.
c)
Read the labels and packaging information on the new products.
d)
Call the vendor or manufacturer and ask about the product.
3.
Joe sells a customer a new freezer for his garage. The customer wants it installed, but the store does not offer installation services for freezers. Which of the following is the BEST response?
a)
“All you have to do is simply plug it in. It does not need any special hook-ups.”
b)
“We offer installation on some items, but freezers are not included.”
c)
I am sorry for the misunderstanding, but you do not need installation services for this unit.”
d)
“Unfortunately, we do not install freezers, but I will show you exactly what you need to do so you can do it yourself.”
4.
This is the price list at a garden shop. Use the price list to answer this question. If a senior citizen buys a bird feeder on Wednesday, how much will it cost?
a)
16
b)
17
c)
18
d)
19
5.
A new line of designer silk scarves has arrived in your store. The scarves have intricate clasps and there are multiple ways to tie. What should the sales associate do before demonstrating the scarves to the customers?
a)
Try out the multiple ways to tie the scarves so she can better show customers how to wear them.
b)
Safely unpack the merchandise to minimize damage from handling before putting on display.
c)
Photocopy an illustration to show the different styles for wearing.
d)
Check for an inspection sticker on either the merchandise or package to ensure the clasps work properly.
6.
A customer goes to Happy’s Hardware to shop for a new gas grill. She is looking for a gas grill that is a good value and will last a long time. The sales associate knows that competitors offer similar grills at their stores. What is the BEST way for the sales associate to encourage the customer to buy her grill at Happy’s Hardware?
a)
Mention that with the store credit she will be able to buy additional grills.
b)
Explain how the multiple features of Happy’s Hardware grills make them the BEST value.
c)
Tell the customer Happy’s Hardware has the BEST customer service in town.
d)
Tell the customer that the five-year warranty reflects your commitment to the manufacturer.
7.
You are completing a sale in store and another customer calls on the phone. What should you do?
a)
Answer the phone and continue to help the customer at the store at the same time.
b)
Put the call on hold, excuse yourself, and go find another associate to handle the call.
c)
Excuse yourself, answer the phone, and ask if you can call the customer back.
d)
Excuse yourself, answer the phone, and quickly assist the caller?
8.
A new employee has just begun to work for a company. The employee has not seen any other employee use the copy machines for personal materials, but knows that there are some benefits that have not been explained yet. The employee decides to bring in tax returns to photocopy. Which of these is the BEST thing for the employee to do?
a)
Wait until no one is around and copy the returns quickly.
b)
Ask a coworker what everyone else does, and then do the same.
c)
Consult company policy or the manager about using the copier.
d)
Copy the returns any time during the day when there are not customers.
9.
A cashier at the Pharmaid decides to buy a candy bar to eat during break. According to the personnel policy shown, how should the cashier pay for the candy?
a)
Ring up the candy himself before the break begins.
b)
Use another employee’s discount card to buy the candy
c)
Ask someone else to ring up the candy after the break begins
d)
Pay for the candy after the break is over.
10.
A sales associate observes a customer browsing a rack of men’s suits. How should the associate approach the customer?
a)
“I see you’re interested in our suits.”
b)
“The blue suits are very popular. You take a size 40, right?”
c)
“We have some great fabrics and pattern choices. What colors do you prefer?”
d)
“I have some great suits on sale. May I show you a few?”
11.
Once you have established a connection with a customer, what is your NEXT challenge?
a)
Ask how much money he or she plans to spend?
b)
Ask if he or she has shopped in the store before.
c)
Determine exactly what the customer needs.
d)
Find out how much time he or she has to shop.
12.
Sally works for a sporting goods store and is assigned to treadmills for the time. She completed the product training two weeks prior. What should Sally do to prepare?
a)
Demonstrate the treadmill in the store to become familiar with the features.
b)
Ask her boss to assign her to another department she is more familiar with.
c)
Find the treadmill box and read the information.
d)
Switch departments with another sales associate.
13.
A customer brings a competitor’s ad into your store and ask that you need the advertised price. As a sales associate, what should you do FIRST?
a)
Tell the customer that he or she should go to the store that placed the ad.
b)
Immediately change the price in your store to meet the competitor’s.
c)
Refer to your store’s policy on meeting competitor’s ads.
d)
Ask your store manager how to respond to the customer.
14.
What are the BEST kinds of questions to ask a customer to encourage conversation?
a)
Direct and to the point
b)
None. Let the customer ask you questions.
c)
Open-ended
d)
Yes/no
15.
A customer is gathering information before making the final selection on a new car. You have suggested the car that seems to be the BEST choice. After taking a test drive, the customer decides to look at other options. What is the BEST response to your customers?
a)
“Well, if you want to come back and look some more, here is my card. Feel free to give me a call.”
b)
“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.”
c)
“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 additional questions.”
d)
“I’m sorry, I don’t have a business card, but if you will give me yours, I’ll be glad to call you to see if you have other questions.”
16.
Which of the following examples BEST represents cross-selling?
a)
Mentoring the sale on athletic shoes when a customer purchases a pair of dress shoes.
b)
Discussing the benefits of different brands when a customer is purchasing a computer.
c)
Letting a customer know that there are a few out of season pajamas on the clearance rack when the customer asks about pajamas.
d)
Showing the customer a matching scarf and gloves when the customer purchases a winter coat.
17.
What is the most effective way to determine a customers price range for an item?
a)
Ask how much of weekly income the customer can spend on the product
b)
Listen closely to the customers responses to questions regarding price
c)
Watch the customers body language when showing the customer a price tag
d)
Expect that if the customer like the quality; price will not be an issue.
18.
Which of the following BEST defines a guarantee?
a)
Coverage of the defects described in the information provided by the manufacturer
b)
Certificate insuring that a product has been properly inspected by the manufacturer
c)
Service contract that covers products beyond the time frame or conditions stated by the manufacturer
d)
Agreement that the manufacturer will be responsible for any defect in a product & will replace or repair a product that is defective.
19.
Which is the BEST way to exhibit the features & benefits of an item?
a)
Ask the customer to read the product labels & tags.
b)
Share personal experiences about using the product & say it works well.
c)
Communicate the technical specification about the product such as weight & materials.
d)
Relate product features to the customer’s needs in a “so that you can” statement.
20.
Which is the NEXT BEST way to exhibit the features & benefits of an item?
a)
Ask the customer to read the product labels & tags.
b)
Share personal experiences about using the product & say it works well.
c)
Communicate the technical specification about the product such as weight & materials.
d)
Relate product features to the customer’s needs in a “so that you can” statement.
21.
What is the BEST way for a sales associate to inform customers of the stores frequent shopper program?
a)
Tell customers about it during the sales transaction.
b)
Explain the program upon customer inquiry
c)
Call potential customers to inform them of the program
d)
Call potential customers to inform them of the program and to offer to get then starting earning awards
22.
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
a)
convince the customer he doesn’t need it anyway
b)
Suggest alternatives that your store does carry
c)
Immediately refer him to a competitor
d)
Inform him of the drawbacks of the product he is seeking
e)
Offer to special order the item.
23.
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
a)
convince the customer he doesn’t need it anyway
b)
Suggest alternatives that your store does carry
c)
Immediately refer him to a competitor
d)
Inform him of the drawbacks of the product he is seeking
e)
Offer to special order the item
24.
A customer is already trying dresses on. A sales associate may assist by
a)
Asking what size the customer wants in the locker room
b)
Asking how much the customer plans on spending
c)
Offering 2 sizes stating each brand varies
25.
The BEST way to sell a new pizza at a bulk discount store (like SAM’s) is
a)
Taste test
b)
End of aisle display
c)
Product comparison
26.
When is the BEST time to tell a customer about a product warranty?
a)
At beginning of sales process when discussing benefits
b)
During check out process
c)
When the sale is complete
27.
What is a rebate and when does the customer receive it?
a)
During check out
b)
After the customer mails in the receipt, he/she will receive money in the mail
c)
When you put a little bit at a time for a product and then when you are finished paying for the product, you get to take it home
28.
What is the term for when a store meets a competitor’s advertisement price?
a)
Advertisement
b)
Product guarantee
c)
Price matching
d)
Discounting
29.
The BEST way for the sales associate to learn the benefits of a product is to
a)
Attend a team training where you discuss benefits
b)
Read the vendor manual
c)
Read the instructions
30.
After a delivery is made to a customer, the sales associate should
a)
Follow up with call that day
b)
End of month survey
c)
Thank them next time come in
31.
A sales associate hears another associate struggling to answer questions from customer.
a)
Stop and introduce self and help associate
b)
Stop & switch the sales associate so you are both working
32.
A customer is looking for an item that is out of stock. How can the sales associate BEST assist that customer?
a)
Personally deliver when in stock
b)
Offer alternative that meets the customer’s needs
33.
The sales associate was with a customer when another customer walked in so he communicated with him non-verbally
a)
Saying welcome to the store, how may I help you?
b)
Smiling at the customer & giving eye contact
c)
Smiling & saying I’ll be right with you
34.
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
35.
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
36.
You can BEST determine the customer’s needs by gathering information through careful observation and by:
a)
Deciding the type of products you think the customer should buy
b)
Telling the customer everything you know about your products
c)
Asking the customer thoughtful questions
d)
Studying all literature on the products you sell so you can answer questions.
37.
To keep the lines of communication open, the BEST questions to ask:
a)
Are ones that can be quickly answered with a “yes” or a “no”
b)
Begin with who, what, where, when, how, or why
c)
Are ones that can direct the customer to a decision
d)
Are structured to save the customer’s time
38.
Policies that are open to interpretation by store employees
a)
Customer satisfaction
b)
Government law
c)
My safety
d)
liability of product
39.
Which of the following is a benefit?
a)
The comforter is white.
b)
The comforter is versatile.
c)
The comforter is queen size.
d)
The comforter has a high thread count.
40.
A sales associate can limit objections in sales presentations by
a)
Allowing an amount of time for feedback
b)
Not going over their price limit
c)
Telling all features
d)
Build rapport and trust and focus on needs
41.
The BEST follow-up by the sales associate after a washer & dryer are bought & are to be delivered the next day is to:
a)
Call the day before the delivery
b)
Call the day after the delivery
c)
Send a thank you note
42.
A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?
a)
Call or email to check if the delivery was received on time and items not damaged
b)
Ask the customer next time they come in how the item is working
c)
Put that they bought the appliance in your database
43.
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?
a)
Apologize for the inconvenience & give the refund unless the prefer an exchange or store credit
b)
Ask them why they didn’t want it and give them store credit
c)
No returns at this point in time
44.
A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what she is looking for?
a)
Do you like a certain brand?
b)
Is there a price you are staying within?
c)
How will you be using your phone, for example business or personal use?
45.
A customer calls about a cheaper price of a competitor and wants you to match the price and give him/her money back. Sales associate’s BEST response is
a)
We can't do anything
b)
I understand, let me get someone to assist you
c)
I apologize, here is the corporate office number
46.
Why should a sales associate read a flyer about a competitor’s price?
a)
Be knowledgeable of prices when informing customer
b)
To tell the customers about the stores that have products that cost more than yours
c)
To always price your product a few cents below their products
47.
Item online they saw for discount and come in store looking for it. It's not there. Apologize for inconvenience and next
a)
Refer them back to website
b)
Ask open ended questions to find alternative that meets needs
48.
The phone is ringing in a very busy shoe store with customers already waiting.
a)
Say company name and say you'll call back later and get number
b)
Say company name and ask for them to call back
c)
Say company name and put them on hold
49.
There are 2 camera options. What should the sale associate ask the customer to figure out which one is best for them.
a)
What type of pictures do you plan to take with this camera?
b)
Do you prefer this or that camera?
c)
Do you like this brand?
50.
The sales associate’s communication with a phone customer is best projected through his/her
a)
Patience
b)
Listening skills
c)
Problem solving
d)
Tone of voice
51.
The BEST way for a sales associate to show the product’s quality is to
a)
demonstrate it
b)
Say you use it
c)
Let them read label
52.
A sales associate went to a class to learn about MP3’s and forgot how long it takes to charge the battery.
a)
He should ask another person similar MP3
b)
He should review online class
c)
He should look on Internet when he goes home
53.
What question do you ask to get feedback to see if the computer software met expectations of the customer?
a)
Did they deliver on time?
b)
Did you have installation problems?
c)
What new features have you used?
d)
How has the software worked for what you were using it for?
54.
A retailer may allow for a more flexible return policy because it
a)
Keeps customers from being dissatisfied by allowing them to return or exchange
b)
Keeps customers from getting angry and yelling at the associate
c)
Allows teenagers to wear outfits & return them afterwards
55.
In a department store, a $40 dress is marked, "Save 25%." What is the sale price of the dress?
a)
10
b)
30
c)
50
56.
Which store offers the best price?
a)
Store 1
b)
Store 2
c)
Store 3
57.
An advertisement for the AC unit states “you buy it and we install it” but then the How will you handle this situation? sales associate gives the customer a list of items that the store doesn't do installments for and the AC unit is on the list. How will you handle this situation?
a)
Apologize for the inaccurate ad and pay for a professional to install.
b)
Honor what the advertisement says and complete the instalment yourself.
c)
Give the customer money to get the AC installed by a professional.
d)
Apologize for the inaccurate ad, pay for the professional to install, and take down the inaccurate ad.
58.
A customer comes in to return an item without a price tag attached 1 month from the date on the receipt The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item.
a)
Accept the return regardless of what the return policy states.
b)
Tell the customer they should have returned in 3 weeks ago.
c)
Let them know you can’t accept the return but you can make an exchange.
d)
Don’t give them their cash but give them a store credit.
59.
Warranties provide repair and/or maintenance for a specific time for a car, home, or major appliance and is included in the price of the product (usually provided by the manufacturer). What is the purpose of this warranty?
a)
A promise to stand behind the product
b)
To show it isn’t the best quality so you need a warranty.
c)
A promise to replace the product no matter what happens.
d)
To prove you will not need a warranty.
60.
Federal law requires that warranties be available for you to read before you buy even when you're shopping by catalog or on the Internet.
a)
true
b)
false
61.
Extended warranties are service contracts that are not actually warranties b/c it is sold separately at an extra cost. The warranty is provided by the manufacturer. The extended warranty is provided by the:
a)
Manufacturer
b)
Retailer
c)
Customer
62.
When the sale associate is stocking the shelves, he should first make sure he/she
a)
Reads the instructions on the manual to know how to use
b)
Make sure the product is working
c)
Practices saying the features and/or benefits to a co-worker
63.
When the sale associate is stocking the shelves, he should first make sure he/she
a)
Reads the instructions on the manual to know how to use
b)
Make sure the product is working
c)
Practices saying the features and/or benefits to a co-worker
64.
Customer: “I like this dress, but it is really more than I should spend. I’m just not sure.” The Associate should respond with:
a)
It looks so good on you, and your worth it, aren’t you?
b)
It does look really nice on you and it is very well made. If you would like to think about it, I can hold it for you for 24 hours while you decide.
c)
You’re right. It really is awfully expensive.
65.
Customer: “I think this rug would be perfect for my daughter’s room, but I’m afraid that the color might be too dark.” The Associate should respond with:
a)
That is the only color it comes in. Do you want to look at some other styles?
b)
Okay, I understand.
c)
Why don’t you take it home and try it in the room? You can return it for a full refund as long as you save your sales receipt.
66.
Customer: “I think I might be making a mistake here. Just because I like these pans doesn’t mean my friend will. She doesn’t cook as much as I do.” The associate should respond with:
a)
She could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are some of her hobbies?
b)
She’ll probably want to cook when she sees these pans!
c)
I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.
67.
The customer has looked at several watches and seems to like one best. She tried it on, sets it to the correct time and asks whether the band can be changed to another style. The associate shows her the options, and she likes one in particular. The Associate should respond with:
a)
Do you want to look at a few more styles?
b)
Will that be cash or credit?
c)
Shall I go ahead and replace the band for you?
d)
We’ll be having a sale on watches sometime next month.
68.
The customer returns to the store for the second time today to take another look at a bicycle for her child. She says she has decided on the one to buy and asks whether someone can help her get it into her car. The Associate should respond with:
a)
Yes, I’d be happy to carry it out for you. I also noticed another bike you might be interested in. Do you want to see it first?
b)
Yes, I will carry it out for you. You made a great choice. Your daughter will really enjoy this bike.
c)
Yes, I can do that. I’m glad you came back. I had another customer come in who was also quite interested in this one.
d)
Sure, I can find someone to carry it out for you. Will that be cash or credit?
69.
The customer has asked a lot of questions about Blu-ray disc players and has told you that he understands the benefits of Blu-ray discs versus standard DVDs. You excuse yourself for a few minutes to help another customer while he reads over the extended service policy for the one that best fits his needs. When you come back, he still seems a bit unsure. The Association should respond with:
a)
Thanks for being patient while I helped her. As you can see, the extended service covers any defects or repairs needed in the first two years. It also covers the universal remote that comes with it. Won’t it be nice to have only one remote for all of your audio/video devices? Your friends are going to love watching movies at you house!
b)
Thanks for waiting while I helped that other customer. You seem to need more time to think. I’ll let you look around. Just flag me when you’re ready.
c)
Thank you for waiting while I helped that other customer. Did I mention that this is the last one we have in stock? The next shipment won’t come in for at least another few weeks. I’d hate for you to have to wait that long.
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