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WorksheetsRefresher Service Excellence
Total questions: 25
Worksheet time: 13mins
Identify the correct sequence of steps involved in selling.
Greeting the customer, asking for sale, qualifying the customer, demonstrating the solution, answering objections, closing the sale
Greeting the customer, qualifying the customer, demonstrating the solution, answering objections, asking for sale, closing the sale
Greeting the customer, qualifying the customer, demonstrating the solution, asking for sale, answering objections, closing the sale
Greeting, qualifying, asking for sale, demonstrating the solution, answering objections, closing the sale
What should solutions be based on?
Customer's need
Latest technology
Availability of product in store
Customer's ask
Solution selling is _________________________________________________________.
Offering a complete set of products, accessories & services to satisfy a customer's need
Providing the product the customer asks for
Providing services such as installation and demonstration
Offering products at the best price
If a customer compares Reliance Digital prices with those of an organised retailer, _________________________.
Tell the customer that our price is reasonable
Give the customer the best price guarantee
Give more discount to the customer
Ask the manager to handle them
What should you avoid doing while interacting with a customer?
Compliment the customer
Talk on mobile phone
Excuse yourself for personal work
Talk to your colleagues
What kind of questions should you ask while probing for requirements?
Ask how the customer will use the product
Check about the brand and model they are looking for
Enquiry about the customer's budget
When should attachments and accessories be proposed?
After the customer has finalized the product
After pitching RCP
During the product demonstration
If the customer asks
When should you recommend Reconnect products?
Along with all the other products in the requested product category
To upgrade customers to a higher version/level of a product in the same price range as that of the lower version
To offer a good quality product in an affordable price range
When the customers asks about them.
resQ Care Plan is applicable to all products
TRUE
FALSE
Finance Options must be proposed:
Only when a customer asks
Upfront
If the customer seems to need them
a, b, c
What should you do if a customer asks for discount?
Inform/Remind the customer about offers and promos, as applicable
Inform them that if any organised retailer is selling the same product at a lower price, Reliance will refund the difference through a gift voucher (conditions apply)
Provide additional discount
Hand over the customer to your manager
Why should customers purchase the resQ Care Plan from Reliance Digital?
resQ is an authorised service provider for most brands
resQ services are as good as those from brands
resQ services provide added advantage of service extension over a longer period of time
resQ services are available 24 hours/7days
How should you respond if a customer says that brand warranty is enough for them?
resQ provides extended warranty even after brand warranty has expired
Brand warranty covers only spare parts, whereas resQ covers labour charges as well
Unlike brand services, resQ services are available 7 days a week from 10 A.M. to 10 P.M.
resQ covers all types of product-related services that are not covered under the brand
How should you respond to a customer who asks for a product that is not available in the store?
Inform them that the product is not available
Tell them when the product will be available
Offer to take the order and deliver as soon as the product reaches the warehouse
Suggest alternate products
A browser deserves equal attention as a prospective customer.
TRUE
FALSE
A customer walks in, and your team members are busy with other customers. What should you do?
Ignore them
Let the brand promoter handle them
Ask your team member to attend the customer
Greet and enquire about their requirement
While interacting with a customer, you should listen more than talk
True
FALSE
It's okay to speak bad about other companies while selling products
True
FALSE
You are telling a customer about a product when their child pin points to a product and wants to know more about it. What should you do?
Continue talking to the parent without paying any attention to the child
Ask the child not to touch the product
Direct the child to the gaming section
Acknowledge the child and tell them that you will be with them after your discussion with their parent
Which are the available payment options?
Cash
Jio Money
Debit/Credit Card
Paper Finance
Gift Vouchers/PayTm
Identify the unique features of resQ services.
Available 365 days a year
From 10 A.M. to 6 P.M.
Multi Location
Multi Product
Multi Brand
How do you convince a customer to buy attachments and accessories along with a product?
Demonstrate the use of the attachments and accessories along with the product
Explain how the attachments and accessories can enhance the product experience
Make false commitments to sell
Tell them the product will not work without attachments and accessories
Identify ways to enhance customer experience.
Greet customers well
Listen patiently when customers share their requirements
Give customers undivided attention
Present solutions appropriately
Follow the customer wherever they go
A customer visited your store and finalised a product. This billing transaction was done through debit card. Due to a technical glitch, the payment was debited, but the confirmation slip was not generated. You ask the customer to swipe again; however, the Customer refuses because they have already received a confirmation message from their bank. How will you deal with this situation?
Ask your manager to intervene to convince the customer to swipe again
Check if Reliance has received the payment. If not, inform the customer
Pacify the customer and ask them to confirm with their bank
Offer to pay and ask the customer to revert after confirming with their bank
A customer walks in and asks for a certain product. What should you do?
Give the customer the product they asked for
Ask a couple of probing questions to confirm the client's requirement, and then offer a suitable product
