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WorksheetsCustomer Service Chapter 2 Review
Total questions: 32
Worksheet time: 16mins
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
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
Begin with who, what, where, when, how, or why
Are ones that can be quickly answered with a “yes” or a “no”
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?
“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.”
All of the above
A and C
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
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
Increased capacity would be a benefit of which feature?
Neutral colors
Natural fibers
Man-made materials
Dimensions or size of the product
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
When asked, “Is this a good sleeping bag?” a sales associate’s best response is:
“Yes, and it’s on sale.”
“It’s our best-seller.”
“I love mine.”
“Can you tell me where you’ll be using it?”
Customers most likely need your help when:
They are buying a product for the first time
They purchase an item frequently
An item includes assembly instructions
A and C
All of the above
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?
WHY should you know about your competition?
To say we offer a better price
To explain why our product is better
To get a promotion
You are completing a sale in store and another customer calls on the phone. What should you do?
Answer the phone and continue to help the customer at the store at the same time.
Put the call on hold, excuse yourself, and go find another associate to handle the call.
Excuse yourself, answer the phone, and ask if you can call the customer back.
Excuse yourself, answer the phone, and quickly assist the caller.
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
Which of the following does not describe a product feature?
Color
Texture
Price
Flavor
Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they’ve asked to see?
The customer doesn’t seem likely to be able to afford the product.
You’re not sure exactly where the product is located.
The location is on the other side of the store, so it would be a long walk for you.
You’re working with another customer and can’t leave your area.
What’s the best way to respond when a customer asks a question about a product and you don’t know the answer?
Look for information on the product’s packaging or on relevant signs.
Suggest that the customer consider an alternate product that you are more familiar with, so you can better answer the questions.
Admit that you don’t know the answer and take the customer to another employee who can help.
Give your best-guess answer and let the customer figure it out from there.
A good way to help a customer form a good impression about you, even before you interact with them, is to:
Approach the customer as soon as you see them, anywhere in the store.
Use nonverbal communication, such as having confident posture and making eye contact.
Be sure to always look busy.
Call out to the customer to get their attention.
Which of the following describes a type of question that cannot reasonably be answered with “yes” or “no”?
An open question
An open-ended question
A close-ended question
A leading question
Which of the following describes a type of question that is designed to elicit a “yes” or “no” answer?
An open question
An open-ended question
A close-ended question
A leading question
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
Patient Listening
Foundational Listening
Active Listening
Passive Listening
Which of the following is the best way to demonstrate that you have understood a customer?
Ask the customer a follow-up question.
Ask the customer to repeat what they said.
Restate and summarize their needs.
Restate the customer’s exact words.
If a customer is a comparison shopper, the best approach would be to:
provide adequate product knowledge or introduce them to an employee who can best help them.
follow them around and tell them everything you know about the products they’re considering.
wait for them to approach before acknowledging them.
allow the customer to explore options on their own.
If a customer doesn’t want your help, it’s okay to back off and allow them time to look at products in their own way.
True
False
