WorksheetsCustomer Service: Chapter 2 Review
Total questions: 40
Worksheet time: 20mins
A good reason for creating an opening discussion is to...
break down the customer's resistance.
get to know what the customer wants.
convince the customer how much you know about a product
increase your store's 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 of your professional product knowledge, you feel his purchases are worthwhile.
A retail associate sees that an electrical socket has wires exposed in an are where customers shop. The retail associate must..
secure the area and report the situation to management.
call the custodian for assistance.
do a temporary clean up as best he/she can.
nothing; maintenance will clean it up.
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should
Make sure your clothes are neat and you look professional
Find your sales book and get it ready for your next sale
Tidy up the product display before showing it to the customer
Greet the customer and make him feel welcome
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
Your ultimate goal as a sales associate is to
Meet your quota each month
Provide service to as many customers as you can
Satisfy the customer
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
To keep the lines of communication open, the best questions to ask
Are direct and to the point
Are ones that can be quickly answered with a “yes” or a “no”
Begin with who, what, where, when, how, or why
Are ones that are able to direct the customer to a decision
Are structured to save the customer’s time
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?
When fitting the products to the customer, you should
Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
Have you worn this brand before? What size was most comfortable for you?
How big are you?
You wear a bigger size on the bottom than on the top
How would you handle a situation where a customer wants a brand that you don’t carry?
Convince him that your brands are better
Tell him that he won’t find anything better than what you have
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
Get permission from him to show the items you do have that meet his needs
Tell him you don’t carry that brand then excuse yourself to serve someone else
If your store does not offer the particular product of service 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
Inform him of the drawbacks of the product he is seeking
Customers do not respond favorably to
Non-verbal greetings
Joking
Soft Sales
Hard sales
Which of the following are acceptable ways to ask a customer’s permission
to provide alternatives?
We don’t carry that specific brand, but may I suggest …
Is that the only brand you were interested in?
Is there anything else you were looking for?
We don’t recommend that item. May I show you a better product?
All of the above
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
Creating customer loyalty is rewarding for
The store
The sales associate
The customer
All of the above
When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and
A cup of coffee
Service with a smile
An excuse for the product’s failure
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
All of the above
If your company does not have a manual that describes all the major product warranties, you should:
Avoid talking about warranties with your customers
Create your own by making copies of the various product warranties and related information
A. Decide on a general, neutral comment you can make if customers ask you about a warranty
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Check with your immediate supervisor or manage
Make the exception, but only if the customer promises to make additional purchases
Tell him you do not make exceptions
When customers return merchandise, you should
Make sure they have a good reason for doing so
Treat them with the same respect you would if they were making a purchase
Not worry about how you treat them, because you don’t want them to come back again
The company’s return policy should always be
clearly displayed in writing & mentioned by the employee
clearly displayed in writing only
mentioned by the employee only
kept secret
Even if your company’s return policy restricts what you can do for the customer, you should
Consider alternatives, such as offering a discount coupon or a free sample
Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it
Do what the customer asks; management will have to support your decision
Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
“Customer service is on the third floor; take the elevator and turn right when you get off. I’d go with you, but I can’t leave this area unattended at the moment.”
“Someone in Customer Service can help you with that; I’ll show you the way.”
B. A and C
both
Customer complaints should be welcomed because they provide an opportunity to:
Do something different for a change
Get customers back to the store so they’ll buy more
Learn about problems so improvements can be made
Learn who the potential “problem customers” are
Which option sounds best when dealing with a customer complaint?
“Know when to give in to the customer’s demands”
“Keep the customer from asking for a refund”
“Know a solution if the customer does not suggest one”
Keep asking what the customer wants, even when the solution is obvious to you”
If a customer becomes abusive, you should probably:
Refund his money immediately
Contact your manager
Tell him he is being abusive and call security
When the customer presents you with a problem, you should ask her:
How she would like the situation solved
Who is at fault in the situation
If she shops at your store on a regular basis
What is the sales technique used to get a customer to spend more by purchasing a product that’s related to what’s being bought already (ex. Digital camera & memory card)
Cross Selling
Up-Selling
Direct Selling
Hard Selling
If a customer becomes irate, the sales associate should call
Police
Customer’s mom
Manager
WHY should you know about your competition
To say we offer a better price
To explain why our product is better
To be prepared for questions
To get a promotion
What type of question will help you understand a customer’s pricing needs without making them feel uncomfortable?
What kind of brand do you currently own?
How much exactly do you want to spend on this product?
Do you want to look on the clearance rack?
A customer comes in with broken shoe. The sales associate's BEST response is
What can I do to make right?
Was your foot too big for that size?
How did you break it?
Was it satisfactory before?
The sales associate’s communication with a phone customer is best projected through his/her
Patience
Listening skills
Problem solving
Tone of voice
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 promise to stand behind the product
To show it isn’t the best quality so you need a warranty
A promise to replace the product no matter what happens
To prove you will not need a warranty
Extended warranties are service contract 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
Manufacturer
Retailer
Customer
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
Showing the customer that you and your store stand behind the products and services you sell
Limits the profit on some items
Shows a professionalism that builds customer loyalty
Encourages customers to return items more frequently
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 need
