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WorksheetsCustomer Service: Know Before You Sell
Total questions: 26
Worksheet time: 14mins
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
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
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
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
Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
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?
Which of the following might be acceptable techniques for directing a customer to the Customer Service department? (2 correct answers)
“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.”
“You’ll have to take this to Customer Service; I can’t help you here.”
“Someone in Customer Service can help you with that; I’ll show you the way.”
As a sales associate, your goal is to:
Keep the returns to a minimum
Keep the customer coming back
Decide who’s right or wrong
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
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
Free coffee and doughnuts, and a clean restroom
Sales associates who look snazzy and take turns helping customers
To assist your customers in a personal way, you should become familiar with:
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
Resources in and near your store
The best method for finding the right product for a customer is:
Asking “yes” or “no” questions to move the sale along
Asking open-ended questions
Benefits of a product are determined by:
The manufacturer
The salesperson
The customer
All of the above
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 needs
The BEST way for the sales associate to learn the benefits of a product is to
Attend a team training where you discuss benefits
Read the vendor manual
Read the instructions
Which of the following is a benefit of the down comforter (bed spread)?
The comforter is white.
The comforter will keep you warm and cozy.
The comforter is a queen size.
The comforter has a high thread count.
A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what they are looking for?
Do you like a certain brand?
Is there a price you are staying within?
How will you be using your phone? Is it for business or personal use?
The customer is looking at 2 cameras & can’t decide which one to buy. What should the sale associate ask the customer to figure out which one is best for them.
What type of pictures do you plan to take with this camera?
Do you prefer this or that camera?
Do you like this brand?
A sales associate went to a class to learn about a portable Bluetooth speaker and forgot how long it takes to charge the battery. He should
Ask another person with a similar portable speaker
Review online class
Look on Internet when he goes home
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?
An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, “I can get this for a lot less over the Internet. Your prices are outrageaous!” Which of these is the associate’s most professional response to the customer’s remark?
Return the computer to the case & begin to help another customer
Explain the benefits of buying from the store rather than the Internet
Ask the manager to try to convince the customer to buy in the store
Thank the customer politely for coming into the store
A sales associate observes a customer browsing a rack of men's suits. How should the associate approach the customer?
"I see you are interested in our suits."
"The blue suits are very popular. You take a size 40 regular, right?"
"We have some great fabric and pattern choices. What colors do you prefer?"
"I have some great suits on sale. May I show you a few?"
Once you have established a connection with a customer, what is your NEXT challenge?
Ask how much money he or she plans to spend.
Ask if he or she has shopped in the store before.
Determine exactly what the customer needs.
Find out how much time he or she has to shop.
What are the BEST kinds of questions to ask a customer to encourage conversation?
Direct and to-the-point
None. Let the customer ask you questions.
Open-ended
Yes/no
