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WorksheetsPractice Exam
Total questions: 100
Worksheet time: 2hrs 40mins
Customers who have waited 30 seconds feel like they have waited how many minutes?
10 minutes
1 minute
3-4 minutes
five minutes
Acknowledging the customer’s presence includes:
Not making the customer wait too long
all of these
Making eye contact
Never leaving a customer unnoticed
Projecting a professional and friendly image includes
Dressing in expensive, professional-looking clothes
Shaking every customer’s hand
Behaving in an alert and courteous manner
Standing behind your cash register and waiting for a customer
Which of the following is a direct way to show you are interested and friendly?
Engaging in long conversation
Make extended eye contact
Asking, probing, personal questions about their relationship
Smile
When creating an opening for discussion, never ask a customer “can I help you?” because it can lead to a
Dead-end response
Long boring conversation
Waste of time
Wedding proposal
As the sales associate, you should greet each customer in what type of way
loud and cheerful
natural and relaxed
quiet and clear
nonverbal
This type of question leads to further conversation by gaining more information
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
This type of question tends to end the conversation because it is usually answered in one word or yes/no answers:
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
These questions typically begin with words such as will, can, may, are, & do
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
Active listening requires
Concentration to avoid thinking about what you will say next
Monitoring your body language
Patience not to interrupt the customer unless absolutely necessary
all of these
means that you are hearing and understanding what a speaker is saying and the messages suggested behind the words
Open-ended questions
Active listening
Casual conversation
Breaking the ice
Which of the following is an example of an open-ended question?
Can I help you?
What features are important to you?
Do you like blue or brown?
Is that all for you today?
An example of active listening is when a customer shows up and appears to be upset and on edge, the sales associate should:
tell them to calm down
show empathy in their replies
give them coupons and a refund
call your manager
Which is the best response when trying to determine the customer’s needs?
I have this product in 64 GB and I’ve never run out of storage, it should be fine for you.
Do you want blue or pink?
We’ve got a big selection, what style do you prefer?
Did you do your research on this product before coming into the store today?
Which of the following is the best way to demonstrate that you have understood the customer?
Restate and summarize their needs
Ask the customer to repeat what they said
Restate the customer’s exact words
Ask the customer a follow-up question
Which of the following questions is closed-ended?
Would you like paper or plastic?
How do you go about booking tickets for a flight?
What sights do you expect to see on your vacation?
How did you and your best friend meet?
These questions typically begin with the words: Who, What, When, Where, Why, & How
Open-ended questions
Closed-ended Questions
Rhetorical Questions
Disjunctive Questions
Build customer’s trust by responding to their needs and giving them:
good information
coupons and discounts
whatever they ask for
free samples
Pink
Product Feature
Product Benefit
zero calories
Product Feature
Product Benefit
Use your laptop while you travel
Product Feature
Product Benefit
Denim
Product Feature
Product Benefit
Pumpkin Spice
Product Feature
Product Benefit
Listen to music with no interference from outside sound
Product feature
product benefit
plastic
Product feature
Product benefit
wash a large number of items at once
product feature
product benefit
Stay warm all night
Product feature
Product benefit
clear aligners
product feature
product benefit
no need to wear unsightly metal braces
Product feature
product benefit
higher cut ankle for better support
product feature
product benefit
Less chance of sustaining an ankle injury
product feature
product benefit
The best way to assist a customer who asks for help locating a product is to
Tell them where to go
Physically take them to the location
Tell them you cannot help them
Avoid customers by hiding when they enter your department
Answers the question, "WHAT?"
Product Feature
Product Benefit
Answers the question, "WHY?"
Product Feature
Product Benefit
If you do not know the answer to a customer's question
Suggest that the customer try an alternative that you are familiar with
Say "I don't know" and keep working, someone else will eventually come along to answer their questions
Admit you do not know and take the customer to a coworker who can help
Give your best guess and pretend like you know what you are talking about
Refers to recommending additional products that complement the customer's purchase
Upselling
Cross-Selling
Add-on Services
Warranty
The act of highlighting or revealing an extra value of a product or directing the customer’s attention to other products that may better satisfy their need, even when they may be more expensive
Cross-Selling
Upselling
Add-on Services
Warranty
The subjective worth that an item or service has for the customer compared to other alternatives
Product benefit
Value
Loyalty
Product Feature
A service that allows customers to make a deposit on merchandise which stays at the store and then pay for it over time until it is completely paid off
Warranty
Delivery
Alterations
Layaway
Modifications to products that help them best meet the needs of customers
Alterations
Warranty
Layaway
Credit
Products that are developed by national or international manufacturers and then sold under another brand name that is available only at a particular retailer’s store
Private-Label Product
Manufacturer
Retailer
Personalized Service
A guarantee to the purchaser by the product manufacturer promising to repair or replace the item for a specific period of time
Warranty
Layaway
Return policy
Credit
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers
Credit
Loyalty Program
Layaway
Private-Label Brand
Offered in installment financing through an internal lending business or third-party provider who loans money to the customer to buy their product
Warranty
Alterations
Delivery
Credit
What is the term for service that is designed to be tailored to a specific customer’s needs and interests?
Personalized needs
Quality Service
Typical Service
Private-label
What is the term for the delivery of a positive, memorable experience that is more than what the customer expected?
Personalized Service
Quality Service
Private Label
basic service
The tangible attributes of a product is called:
Product Feature
Product Benefit
Featured Products
Colors
The intangible reasons why the customer wants a product or service is called:
Product Feature
Product Benefit
Featured Benefits
personalized service
Which of the following are ways to Personalize Service to meet your customers needs? Check all that apply.
Explaining Features and Benefits
Sharing Product Stories and reviews
Giving discounts and coupons
Offering Options and Alternatives
Which of the following are ways to Personalize Service to meet your customers needs? Check all that apply.
Pricing Preference
Flatter them
compliment everything they say/do
Recommending Comprehensive solutions
Pretend to agree with them, even when you don't
The best way to determine the customer’s pricing preference indirectly is by
Asking open-ended Questions
Asking Closed-ended Questions
Judging them by their appearance
Taking your best guess
When you understand why the customer wants an item, you are better able to present the right _____ to help them make a buying decision.
Benefit
Feature
Color
Discount
As the sales associate, you should greet each customer in a
Natural, Relaxed way
Perky and positive way
Quiet and shy way
Loud and annoying way
Which of the following questions is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands
“What clothing brands do you usually prefer?”
“How much do you want to spend?”
“Do you buy clothes at second-hand stores?”
“I like higher-end clothing brands myself, don’t you?”
Which of the following is an example of upselling?
“I also have this other laptop that has most of the same features as the one you are looking at, but at a lower price-it’s on sale.”
“I’m sure you’ll love those basketball sneakers. Do you also need any T-shirts or shorts?”
“I love the TV model you are 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 fries, plus a medium drink, for an extra $2.00.”
If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?
A basketball
Soccer Shorts
A Soccer goal frame and net
A baseball bat
Every interaction with the customer is a unique opportunity to build a relationship between the customer, the retailer, and the sales associate. It takes a bit of effort that can generate lasting, positive results including customer loyalty.
True
False
In order to spare the customer’s embarrassment if their card is declined, it is important to handle the situation with
Respect and Courtesy
Your own money
Pity and Sympathy
A coupon for next time
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?
Escalate your tone to match the customer’s tone
Call a supervisor immediately
Deny the customer’s request
Call security
To keep customers coming back, consistently show them that you
Value them and are dedicated to their satisfaction
Will give them a discount if they ask for it
know everything about your product
Don’t approve of other store’s because your store is better
Which of the following is a good transition statement that can lead to closing a sale?
“Are you ready to buy this?”
“Do you want to buy this today or come back later?”
“Would you like that folded or left on the hanger?”
“Are you sure that’s the shirt you want to buy?”
When the customer makes the decision to purchase
Authenticate their information
Close the sale
Ask for their number
Evaluate service
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
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
What should the sales associate do IMMEDIATELY before putting products out for display?
Practice demonstrating features with a coworker
ensure that signage has been created and will attract customers
read the product label to learn features and benefits
Test the product to make sure it is damage-free and working properly
What type of purchase is BEST described as a customer's unplanned decision to buy an item just prior to the transaction?
Coincidental
Guided
Impulse
Instinct
