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WorksheetsCustomer Service Credential Chapter 3 Review
Total questions: 34
Worksheet time: 17mins
The warranty is an excellent tool for you to use to:
Explain your company's return policy.
Prove that your company has the best price.
Reassure the customer about a product's quality.
all of the above.
If you don't have access to the details of a product's warranty, a resource to consider is your co-workers or supervisor.
True
False
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Make the exception, but only if the customer promises to come back and buy from you again in the future.
Check with your supervisor or manager.
Tell him that you never make exceptions.
Read the following scenario and choose the Customer Expectation that best fits the situation.
Customer: "Even though I was in a hurry, buying that furniture set seemed like a breeze, even the financing process was easy."
Surprise me!
Solve my problem
Deliver value
Make it quick and easy for me
Understand my expectations
Read the following scenario and choose the Customer Expectation that best fits the situation.
Customer: "Help! I need to find a bed for the guest bedroom right away. My mother is coming to stay with us next week."
Surprise me!
Solve my problem
Deliver value
Make it quick and easy for me
Understand my expectations
Read the following scenario and choose the Customer Expectation that best fits the situation.
Customer: "Thursday morning and its 9:30 AM, right on time, just when she said they would deliver the furniture. What a relief!"
Be consistent and reliable
Solve my problem
Deliver value
Make it quick and easy for me
Keep it confidential
Read the following scenario and choose the Customer Expectation that best fits the situation.
Customer: "I'm glad I was working with Katina. She knew everything about those products, financing my purchase and how to get the items here on time. Even though I spent a bit more to buy the whole bedroom set, it's going to look great!"
Surprise me!
Solve my problem
Deliver value
Make it quick and easy for me
Understand my expectations
Read the following scenario and choose the Customer Expectation that best fits the situation.
Employee: "Just to confirm, Mr. Jones, you'd like a queen-sized bed with an iron frame, box spring and mattress that can be delivered to your house by next Thursday."
Surprise me!
Solve my problem
Deliver value
Make it quick and easy for me
Understand my expectations
Read the following scenario and choose the Customer Expectation that best fits the situation.
Employee: "Please come into the office while we complete the financing documents online. I'll need to ask you some questions."
Surprise me!
Keep it confidential
Offer options: let me decide
Make it quick and easy for me
Understand my expectations
Read the following scenario and choose the Customer Expectation that best fits the situation.
Employee: "We have these 2 options available that will meet your delivery timing. Let me tell you about each one and also about potential savings for purchasing the total bedroom set."
Surprise me!
Keep it confidential
Offer options: let me decide
Make it quick and easy for me
Understand my expectations
Read the following scenario and choose the Customer Expectation that best fits the situation.
Employee: "I'd like to include this set of queen sheets with your purchase today at no charge, if you're interested. I really do appreciate your business!"
Surprise me!
Keep it confidential
Offer options: let me decide
Make it quick and easy for me
Understand my expectations
_____ are the reasons that a product is an advantage for a customer.
Benefits
Private-label products
Features
Expectations
Which of the following options would be a benefit of the product feature listed below:
65-piece Lego Duplo Set in Different Colors
Children have the ability to use their imagination while they build and rebuild with the blocks, which keeps them busy and entertained.
The Lego brand is more expensive than private label brands, but you know you're getting quality with Lego brand sets.
Lego Duplo interlocking blocks come with step-by-step building plans.
all of the above
Which of the following options are important to consider when demonstrating products to customers? (select all that apply)
Make sure the product is in working order before demonstrating it.
During the demonstration, relate the product's features to the customer's needs.
Share personal experiences, both good and bad, with the customer
If you don't have personal experience with the product, share the positive experiences of co-workers and other customers.
____ are developed by national manufacturers and then sold under another brand name that is available only at a particular retailer's stores.
In-label products
Special-label products
Independent-label products
Private-label products
True or False:
A when a customer feels that they got the benefits from their purchase that they were hoping to get, they believe that their purchase was worthwhile.
True
False
Which one of the following questions is the best option to help you understand if the customer prefers expensive or inexpensive brands?
How much do you want to spend today?
What clothing brands do you usually prefer?
Why do you want to buy this?
What brands do your friends typically buy?
____ is recommending additional products that complement the customer's purchase.
Downselling
Upselling
Complementary-selling
Cross-selling
____ is explaining extra value to address a customer's need that's not in the product that they're considering.
Complementary-selling
Upselling
Downselling
Cross-selling
A good cross-selling product option for a PlayStation gaming system would be ____.
sneakers
a gaming controller
socks
none of the above
A(n) ____ is an add-on service provided by the store that promises to repair or replace the product and costs extra (not included in original purchase price).
warranty
extended warranty
layaway
alteration
credit
A(n) ____ is an add-on service provided by the manufacturer that promises to repair or replace the product and is included in original purchase price.
warranty
extended warranty
layaway
alteration
credit
A(n) ____ is an add-on service that allows customers to make a deposit on merchandise and then pay for it over time. The merchandise stays at the retail location until it's completely paid off.
warranty
extended warranty
layaway
alteration
credit
____ is an add-on service that allows customers to finance their purchases and pay for it over time.
warranty
extended warranty
layaway
alteration
credit
____ are marketing programs that provide incentives to repeat customers who are loyal company brand shoppers.
Loyalty programs
Repetitive buyer programs
Preferred customer programs
New customer programs
True or False:
Customers usually appreciate a pushy and aggressive sales approach.
True
False
Which of the following options would be the best response to a customer who is unsure about purchasing a dress because it is more than they hoped to spend?
"It looks so good on you and you're worth it, aren't you?"
"You're right. It really is expensive."
"It does look nice on you and is very well made. If you'd like to think about it, I can hold it for you for 24 hours while you decide."
any of the above options are acceptable responses
Which of the options below would be the best response to the following customer's comment:
“I think I might be making a mistake. Just because I like these pans doesn’t mean my friend will. She doesn’t cook as much as I do.”
“Maybe this gift will inspire her to cook more.”
“I think it’s nice to give something you like. If she doesn’t like it, she can exchange it.”
“Maybe I can help you find something more appropriate. What are some of her hobbies?”
“OK, I understand.”
____ means tailoring a service to a specific customer’s needs and interests.
Quality Service
Helpful Service
Personalized Service
Customer Service
Which of the following accurately defines “private-label” products?
Products that are developed by national or international manufacturers and then sold under another brand name that’s available only at a particular retailer’s store.
Products whose names are not displayed on their packaging.
Products that are sold only to a select group of customers.
Products that are available to be purchased only by a store’s employees.
Which of the following is an example of upselling?
“I’m sure you’ll love those basketball sneakers. Do you also need any T-shirts or shorts?”
“I love the TV model you’re looking at; let me show you a different model with similar features for the same price, so you can see another brand."
“Would you like that as a meal? You can get chips and a large drink for an extra $1.75.”
“I also have this other laptop that has most of the same features as the one you’re looking at, but at a lower price--it’s on sale!”
Which of the following is a good transition statement that can lead to closing a sale.
“Would you like that folded or left on the hanger?”
“Are you sure that’s the shirt that you want to buy?”
“Are you ready to buy this?”
“Do you want to buy this today or come back later?”
What should you do if a customer argues that they are owed extra change, you don’t think they’re right, and they escalate their tone?
Deny the customer’s request
Call a supervisor immediately
Escalate your tone to match the customer’s tone
Call security
Which of the following is true regarding completing a transaction?
When a card is declined, inform the customer that they should pay in cash.
If you suspect that a credit card is stolen, you should not attempt to take it from the customer.
Lengthy transactions are fine, as long as the customer doesn’t seem bothered.
If a credit or debit card is declined, you should alert your supervisor immediately.
