WorksheetsREVIEW - Test 6 Quizizz 12/16
Total questions: 45
Worksheet time: 24mins
Conscious or unconscious gestures and movements that express feelings or intentions
Body Language Cues
Facial expressions
Empathy
Posture
To be successful in handling multiple customers, sales associates need to be
Quick and alert
Hostile and pernicious
Friendly, organized, and patient
Wearing comfortable shoes and carrying a clipboard
If a customer appears on edge, upset, or angry, then you should
Mirror their behavior
Refer them to your supervisor
Show empathy in your replies
Offer them a refund or discount
Which of the following is an example of an Open-ended Question?
“Were you satisfied with your service today?”
“Was there anything we could have done better to improve your experience today?”
“How could we have made your experience more enjoyable today?”
“Was the sales associate helpful today?”
Most body language is usually
Conscious
Subconscious
On purpose
Obvious
An action the retailer provides to address a service failure.
Body language cues
Service Recovery
Product Return
Employee Training
After you’ve helped a second customer on the sales floor, when you return to the first customer you were helping, what should you say? Choose the most appropriate answer.
“Sorry about that! That customer took forever!”
“Thank you for waiting. You were deciding between the copper and stainless steel products. What questions can I answer about the product?”
“Thank you for waiting. Have you made your decision yet?”
“Are you ready for my help now or do you need more time?”
______ is valuable in identifying problems with products, services, facilities, or processes that can be fixed.
Service Recovery
Body Language Cues
Customer Feedback
Weekly Store Inspection
______ is the process of the customer taking previously purchased merchandise back to the retailer to receive a refund, exchange, or store credit
Service Recovery
Product Return
Customer Feedback
Customer Loyalty
When dealing with a product return, if the situation escalates and the customer becomes irate, the first thing to do is to
Call the Police
Tell them to calm down
Offer an additional discount/coupon
Call your manager
Sales Associates should always treat everyone the same:
Numerically
Respectfully
Like Royalty
Insignificantly
___ is the collective group of customers that are served by that retailer or sales associate
Clientele
Referral
Customer
Members
_____ is the term for when a person recommends a store or salesperson based on their positive experiences
Service Recovery
Follow-Up
Referral
Clientele
_____ with customers to let them know you are concerned about their satisfaction and reinforce that it was a good choice to shop at your store.
Referral
Take a survey
Become Facebook friends
Follow up
Which of the following is a customer's body language cue?
A customer rolling his eyes while looking around
A customer asking “Where is the laundry detergent?”
A customer asking her friend for the car keys
A customer saying “I wish you still carried the large bottle of Tide.”
When is it an OK time to temporarily leave one customer in order to go help a second customer?
When the first customer is being difficult
When the first customer is looking at alternate products
When the first customer doesn’t appear to really be likely to buy anything
When the first customer seems likely to make a purchase
When following up with a customer, it is important to
Make the process easy on the employee
Make the process a little unpleasant
Keep it in the store’s best interest
Use a method suited to the customer
When it comes to communication, Which of the following is the biggest factor in how we get our message across to others
Words
Tone
Body language
Texting
Customers who are looking around expectantly may be
Ready to be assisted
Trying to steal
Waiting for a friend
Lost
If a customer walks directly yo an item, this may indicate that he:
Knows what he wants and would probably appreciate quick, efficient service
Just wants to look at the item and has no interest in buying
is in a hurry and doesn't want any attention from you
is looking for the least expensive brand
When customers request any of the service "extras" your store offers:
Tell them they'll have to contact customer service for further information
Make a note of it in the client record system so you can provide more personalized service when those customers return in the future
tell them they'll have to wait until you finish with other customers in your area before you can give them that amount of time
Tell them you will call someone else to take care of them since you are busy
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
give them a new one of the same product
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
send them to the service counter to wait for a customer service representative
If a customer becomes verbally abusive, you should first:
Refund his money immediately
Contact your manager
Tell him he is being abusive
Call Security
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
When a 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
use your own judgement to solve it
If you find yourself having to resolve a very difficult issue, you may want to:
Ask the customer to come back another time
Tell the customer that he is being unreasonable
Get help from a more senior employee
get creative and just solve the problem
When a customer comes to you with complaints, you need to:
Listen carefully
be patient
get information
all of the above
A person approaches you and tells you of many complaints he has about your department. You should first:
Assume that he is just blowing off steam and ignore his complaints
check into the legitimacy of the complaints
ask for advice from your supervisor on the best way to handle the situation
regard the complaints as accurate and take immediate steps to correct them
If an appliance or computer is being shipped, you might call the customer to be certain it was delivered on time and in good condition and:
that the delivery people were courteous and helpful
if the customer really liked the deal you gave them
if the customer has any friends that might like the item
if they need to buy any additional products
Which of the following would not be an appropriate finishing touch to your service
Call the customer to make sure he is satisfied with his purchase
send a handwritten note thanking the customer for his business
send a postcard thanking the customer for letting you help him select a gift for his wife
give the customer your business card and encourage him to return to the store
Which of the following is an appropriate reason for following up with a customer?
You are curious whether the gift your customer purchased was well received
you want to know why a customer did not make it in for a special sale
You finally located an item the customer asked for a while back
You haven't heard from the customer in a long time and are wondering whether they are shopping somewhere else now
keeping records about customer preferences:
will make customers suspicious of your ability to remember details
requires an expensive computer system
can help you provide more personalized service to returning customers
will help you target market to them
Which of the following statements best describes why a client record system is called a "living" record?
It should be accessible to anyone who wants to read it
You should constantly refer to it and update it with new information
You will spend more time maintaining your record than you do actually serving customers
you keep it as long as the customer remains a customer of the store
Step one: Ask for permission
Step Two: Wait for permission
Step Three: Greet and introduce yourself to the second customer
Step four: Thank the first customer and re-engage the conversation
This is the four-step process for:
Handling Multiple customers on the sales floor
Four-step service recovery
Four steps of converting return into an exchange
four steps of body language
step one: Keep your composure
Step Two: Apologize and thank the customer
Step Three: Listen carefully and investigate the situation
Step Four: Propose solution options
This is the Four-step process for:
Handling multiple customers on the sales floor
The four-step service recovery process
Converting return into an exchange
body language
Step one: Ask Questions and Listen
Step Two: Confirm the Need
Step Three: Offer Recommendations
Step Four: Complete the Sale
This is the Four-Step Process For:
Handling multiple customers on the sales floor
The four-step service recovery process
Four-steps of converting return into an exchange
Body language
Which of the following are elements of body language?
Check all that apply
Face
Eyes
Ears
Posture
Gestures
Which of the following are elements of Body Language?
Check all that apply:
Voice
Movement
race
appearance
touch
Customers should typically be able to find Return policies in all of the following places:
Check all that apply
The Employee Handbook
Printed on the receipt
Posted by the POS
The Company Website
Tracking customer data allows you, the sales associate, to do all of the following to the customer:
Check all that apply
Provide More Personal Service
Prepare Recommendations
Sell their information, such as email addresses, to third party companies for a commission
Keep customers informed about promotions they might be interested in
Feedback is gathered in many ways, including all of the following:
Check all that apply
Inviting customers to participate in a survey
Become Facebook friends so you can see if they mention their purchase
Call, email, text, or send a card to the customer after their purchase
Ask customers for opinions the next time they shop
A Customer Record typically contains the following information:
Check all that apply:
Email address
Social Security Number
Home address
Phone Number
Purchase and browsing history
A Customer Record typically contains the following information:
Check all that apply:
Rewards Account password
Billing information
Brand Preferences
Follow-up activity history
Add-on services such as delivery or installation
Which of the following is NOT a step you should take as part of the service recovery process?
Apologize and thank the customer for bringing the issue to your attention
Listen carefully to the customer’s explanation
Tell the customer they need to do something, such as provide more information
Propose solution options
