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Worksheets56a
Total questions: 56
Worksheet time: 14hrs 0mins
During solicitation of feedback from in-store customers, which question by a sales associate would yield the MOST useful information for improving customer satisfaction?
“What other retailers have you visited recently?”
“Do you like the setup of our new product displays?”
“Have you purchased anything from our store’s website?”
“How easy was it to find what you were looking for today?”
A customer purchases a pair of pants at a department store. The sales associate fits them and marks where to hem the legs. When the customer returns to pick the pants up, the legs are too short. The customer tells the sales associate, “This will never do. I can’t wear them like this. You are going to have to change the hem.” How should the sales associate respond?
Agree to alter another pair of pants without acknowledging the mistake.
Apologize. Tell the customer they were marked correctly, so the tailor must have made the mistake.
Tell the customer that the fit was based on accurate measurements.
Apologize, admit the mistake, and assure the customer that the situation will be quickly resolved.
A customer calls to complain that his refrigerator was not delivered on time. How should the associate handle the complaint?
Thank the customer, apologize for the inconvenience, and ask him for information pertaining to the delivery.
Thank the customer for the call, and put him on hold while the sales associate calls the delivery department for information.
Thank the customer for the call, and transfer the customer to the delivery department.
Apologize for the inconvenience, and offer a discount on the customer’s next purchase.
Which of the following examples best represents cross-selling?
Mentioning the sale on athletic shoes when a customer purchases a pair of dress shoes.
Discussing the benefits of different brands when a customer is purchasing a computer
Letting a customer know that there are a few out-of-season pajamas on the clearance rack when the customer purchases pajamas.
Showing a customer a matching scarf and gloves when the customer purchases a winter coat.
A sales associate working at the customer service desk is approached by an irate customer who demands to see the manager. The customer purchased a new laptop with an extended warranty last week and the battery will no longer hold a charge. What is the best way for the associate to respond to the customer?
“I can understand your anger since it’s a brand new product. Laptop batteries are notorious for failure if they aren’t charged properly. Did you follow the instructions in the setup guide?
“I’m sorry that the laptop is not working properly. Fortunately, the laptop is still under warranty by the manufacturer. Let me look up the sale and see what we can do to help you.”
“I’m sorry you’ve had this trouble. Fortunately, the laptop is still under warranty by the manufacturer, but we cannot take the return here. Let me get you their service number.”
“It’s strange that a new battery would stop working only a week after purchase. It must be either defective or somehow damaged. How were you using the laptop when the battery was working?”
During a busy day at a shoe outlet, several customers are waiting to try on shoes, and the phone is ringing. If only one sales associate is in the department, how should that associate address the customer on the phone?
After giving the name of the company and his or her name, ask for the customer’s name and a number to call back.
After giving the name of the company and his or her name, ask if the customer could call back.
After giving the name of the company, let the customer know that someone will be available momentarily to help.
After giving the name of the company, apologize for the delay and immediately place the customer on hold.
A customer calls the store to check if a particular digital camera is in stock, and the sales associate confirms that it is. The customer then states that he will arrive to view the camera shortly and mentions that he is in a rush. What would be the best way for the sales associate to prepare for the arrival of this customer?
Locate the manufacturer’s brochure and appropriate accessories, and be prepared to offer an extended warranty to the sale.
Place the camera and a memory card at the customer service desk with the customer’s name attached, and request a page when the customer arrives so he can be quickly assisted.
Place the camera in a bag with the customer’s name attached, and leave the bag at the customer service desk for quick access.
Select two alternate camera models with features similar to the ones the customer inquired about so that you can present a variety of products when the customer arrives.
A customer is purchasing a set of towels for a new apartment and is considering adding a monogram to the towels. The store’s policy states that the addition of monogramming would make the towels non-returnable, and the customer is slightly concerned the color may not match the apartment’s bathroom. In order to enforce store policy, what should the sales associate say?
“Please be aware that it is our store policy that personalized items cannot be returned.”
“I think you can return the towels for a refund if the color isn’t right.”
“Our return policy is quite strict, so I would recommend that you don’t buy these towels.”
“You can always exchange the towels for a different color if these don’t match.”
A customer has tried on a business suit and really likes the style and color, however, the pants are too long. Which of the following responses is the Best way for the sales associate to encourage the customer to use the store’s alterations services?
“Are those the shoes you’d wear with that suit? The shoe department is having a sale this week. You may want to try a higher heel.”
“How are you with a needle and thread? If you don’t sew, we do offer alterations for a small fee.”
“That suit sure looks nice on you! Are you aware that we offer free hemming on all of our slacks? It only takes a couple of days.”
“That’s a great suit! You may want to have it laundered and then see if the slacks are still too long. We do have a tailor on staff.”
An irate customer calls demanding a credit after making a full-price purchase the day before a sale. The responding sales associate explains that the store’s policy on returns and exchanges only allows credits to be given in the store, and it does not allow for credits over the phone. The customer is not satisfied with the associate’s answer. After apologizing for the inconvenience, what else should the associate do to help satisfy the customer’s request?
Clearly repeat the policy so the customer understands there is no other option.
Explain how the customer and store benefit from the store’s policy
Inform the customer of dates when the item may be on sale again.
Offer the customer the option of an in-store return or the opportunity to speak with a supervisor.
A woman enters a store to purchase a dress for a special event. She finds a dress she loves, but she is concerned about the price. As the sales associate, you know that the dress she likes will go on sale in two days. How do you close the sale?
Explain that special events need special dresses and she cannot go wrong with her selection.
Tell her about the sale and encourage her to return next week to buy the dress.
Ask your manager whether you can override the price.
Suggest a different dress that is currently on sale.
What is the best method a sales associate can use in order to learn the product knowledge needed to sell a new line of appliances that the store has just started to stock?
Attend product demonstrations offered by the manufacturer at the store, and ask questions while taking notes.
Meet with several experienced sales associates in the store, and ask them for guidance and advice.
Observe the store manager assisting a customer, and try to employ the same techniques that were used.
Research the product line on the Internet, print out and read any available product information.
What is the best way to serve a customer who is shopping with a group of friends?
Isolate the customer from the group so you can concentrate on his or her needs.
Talk directly to the customer and avoid conversation with others.
Provide quality service to all in attendance.
Try to talk the friends into making purchases as well.
A sales associate is responsible for answering the phone and taking orders at The Pizza Store. It is lunchtime, and all other employees are busy helping customers. The phone rings while the associate is taking payment from a customer. Which is the best way for the associate to answer the call?
Say, “The Pizza Store. May I put you on hold?” Then wait for an answer.
Say, “Good afternoon, The Pizza Store, may I put you on hold?” Then wait for an answer.
Say, “Hold, please.” Then get back to the phone as quickly as possible and apologize for the delay.
Say, “Thank you for calling The Pizza Store.” Then place the customer on hold and get back to the phone as quickly as possible.
A store is promoting a $50 rebate on the purchase of an Blu-ray player that costs more than $150. A customer expresses a lack of understanding about rebates. Which statement best describes this rebate offer?
The customer will receive $50 cash back at the time of purchase.
The customer will pay only $100 for a Blu-ray player.
The customer will receive a check for $50 after submitting proof-of-purchase verification.
A total of $50 will be deducted from the total amount paid by the customer at the time of checkout.
A bride is meeting with a hotel catering sales manager to discuss the menu for her upcoming reception. The bride wants a particular brand of cheese, but the hotel cannot guarantee that it will be delivered in time for the wedding. What should the catering sales manager do?
Review alternatives and offer the best solution.
Provide complimentary hors d’oeuvres for the reception.
Suggest that the reception be held at another location.
Restrict the selection of cheese to what is available on the menu.
A clothing store is selling sweaters, and a sales associate notices that a nearby department store is running a sale on the same brand of sweaters for the same price. What is the best strategy the associate can use to make sure the clothing store’s sweaters still sell?
Check the competitor’s website for policies and additional service offerings.
Discount the clothing store’s selection of sweaters by 10% to ensure the store is offering the lowest price.
Use approved signage that advertises the sweaters as the store’s “Everyday low price.”
Visit the competitor’s store to view their merchandise displays and prepare similar displays in order to increase visibility of the clothing store’s merchandise.
Which is the most important reason for a sales associate to discuss the warranty of a product while closing a sale?
To explain any manufacturer recalls
To demonstrate that the store stands behind its products.
To ensure fewer customer complaints when a product is defective.
To reassure the customer about the product’s performance, durability, and quality.
If you are working with a customer, how should you react when you are approached by a second customer?
Make eye contact to let the second customer know he has your attention.
Speak clearly so the second customer can hear what you have to say.
Inquire about the second customer’s day and shopping experience so far.
Ask if you can be of any assistance to the second customer.
Once the customer has expressed interest in a product, how should the sales associate first present that product?
Describe other customers who bought this product.
Describe the product’s strongest features and benefits.
Explain manufacturer warranties and store guarantees.
Explain the available delivery or layaway options.
A sales associate is hosting a cooking class to demonstrate a new line of kitchenware and notices a customer interacting with the products as if actually using them. Which is the best way for the associate to create a memorable experience for the customer?
Provide the customer with the product video.
Give the customer an informational brochure.
Explain the products’ features and benefits to the customer.
Invite the customer to participate in the demonstration.
A customer is shopping for a new computer software package and states that the last version did not meet expectations regarding functionality. What should the sales associate do to help the customer select the right software?
Explain the steps involved in proper software installation.
Provide a hands-on demonstration of different software packages.
Provide the customer with computer upgrades information.
Show the customer top-selling software packages.
What is the best time to inform customers about extended service plans available for items that they are purchasing?
As part of the greeting when the customer enters the department.
As soon as it is determined that the plans are within the customers’ budget.
At the end of the sale, after presenting the associated accessories.
Early in the sales process as a benefit to the product being purchased.
Which of the following is the best resource for a sales associate to use to gain information about the benefits of a store’s products and services?
Company-provided training and testing
Independent industry sources online
Knowledgeable team members
Marketing materials provided by the vendor.
Which of the following methods best describes how sales associates can reduce the number of price objections they receive?
Build rapport, establish trust, and focus product presentation on the customer’s needs.
Describe the store’s price matching policy in case the item goes on sale in the near future.
Explain that the product recommended is the latest model and is therefore the best value.
Share a personal testimonial, or describe ways another customer enjoyed that same product.
A customer comes into a store to return an item that was purchased online. The customer states that the wrong item was received. The sales associate helping the customer has never dealt with this issue before. Which is the best action the associate can take to resolve the problem?
Apologize for the mistake and give the customer a phone number to use in order to file a complaint and reorder the correct item.
Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item.
Suggest that the customer look for the correct item in the store, and request that the incorrect item be returned by mail because the store does not stock the item.
Thank the customer for bringing the issue to the store’s attention, and then provide a refund for the item.
An associate has read the following safety information in a product manual:
· Do not use near water.
· Not suitable for use by children under the age of 10
· Do not operate for more than 30 minutes.
· Always unplug immediately after use.
A customer comes in to buy the product and says that it is a gift for a grandchild. What should the associate do first?
Ask the customer the age of the grandchild.
Sell the product information to the customer
Give the product information to the customer to read.
Try to interest the customer in the carrying case for the product.
Three customers enter a store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. Which of the following is the best approach for the sales associate to take in this situation?
Kindly ask them to leave the store.
Greet them and offer to help them find what they are looking for.
Immediately call the police and keep an eye on them while they are in the store
Contact a supervisor or loss prevention while avoiding direct contact with the customers.
Which of the following open-ended questions will best help a sales associate determine what kind of television is appropriate for a customer looking to purchase a new one?
“Are you replacing your current television?”
“Do you prefer a specific brand of television?”
“What are the dimensions of your living room?”
“What did you like or dislike about your last television?”
After eating a delicious meal at a restaurant, the customer completes a survey card that is on the table. The customer writes about how great the food and service was during the customer’s dining experience. Which of the following describes the benefit of this customer-contact approach?
Makes customer feedback easy
Makes sure customers have no verbal contact
Makes sure the business knows how to contact clients.
Makes sure customers know how to contact the business.
You are ringing up a customer’s order when the customer notices that the price on one of the products was rung up incorrectly. The customer states that there was a sale sign in front of the product. You go and check to see if there is a sale sign, and find that there is an old, expired sale sign in front of the product. Which of the following is the most appropriate course of action?
Remove the sign, apologize to the customer, and give the sale price to the customer.
Call your manger to remove the sale sign and handle the situation with the customer.
Explain to the customer that it is an expired sale sign and she needs to pay the higher price.
Ask a co-worker to finish ringing up the customer while you check to make sure all the signs in the store are current
A customer has decided to use a popular software program to do his own taxes. He comes to a retail store on Saturday morning to buy the program so that he can complete his taxes over the weekend. Taxes are due by midnight on Monday. The sales associate discovers that the store does not have the program in stock but sees that a new supply is expected soon.
What should the associate do to help the customer now?
Check for another software program with in the same price range.
Call a competitor and see if it has the program in stock to meet the customer’s immediate needs.
Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for him.
Ask the customer what features he likes about the software and see if the store has another program in stock that would fit his needs.
A customer enters Happy’s Hardware and expresses an interest in finding the best grill with the most options available. Based on the information below, which statement by the sales associate would be most effective in encouraging the customer to choose Happy’s Hardware?
Grills R Us
1 year warranty
$650
Full refund or exchange with receipt
Home Warehouse
1 year warranty
$600
No refund/return policy
Happy’s Hardware
5 year warranty
$750
Store credit only
Grills.com
3 year warranty
$500
Pay shipping on returns
“At Happy’s Hardware, we gladly offer store credit for returned grills.”
“Home Warehouse does not have a refund/returned policy.”
“All of our gills have pre-installed warming racks.”
“We offer all of the grill features you are looking for, plus a five-year warranty.”
What is the first thing a sales associate should do when a customer has a problem with a product?
Tell the customer that he or she is not familiar with the product.
Thank the customer for bringing the problem to the store’s attention
Call a manager for assistance.
Return the product for the customer.
Which is the best way for a sales associate to respond if a customer asks for a lower price for an item that is not on sale?
Tell the customer to wait, it might go on sale next month.
Indicate which items are on sale and offer to show them to the customer.
Suggest that the customer continue to check the newspaper for the next sale date.
Tell the customer the merchandise is not included in the current sale promotion, but suggest that he or she apply for a store credit card and receive 10% off.
As you walk up the aisle, you notice a fellow associate struggling to assist a customer. What is the best course of action?
Continue what you were doing.
Ask the customer if you can help.
Stop, greet your teammate, and ask if you can be of service.
Let your fellow associate know that you will get a manager.
A sales associate is helping a customer with a new sweater that just arrived. The customer asks about the proper care instructions. What should the sales associate do?
Call over the manager to answer the question.
Check the care label in the sweater and advise the customer.
Ask another sales associate if he or she knows the care instructions.
Assume it is the same as the other sweaters and give those instructions.
When a sales associate reviews the manufacturer’s warranty of a product with the customer, what reassurance is given to the customer?
The store will provide a full refund on defective merchandise with a receipt.
The manufacturer will provide a full refund on defective merchandise.
The product’s performance, durability, or quality standards will be upheld.
The product, if defective, can be returned to the store without a receipt.
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
What product display method would be best for a bulk discount store selling new pizza to customers?
Taste test
End of aisle
Illustration
Product comparison
What is the best way for a sales associate to inform customers of the store’s frequent shopper program?
Tell customers about it during the sales transaction.
Explain the program upon customer inquiry.
Call potential customers to inform them of the program.
Call potential customers to inform them of the program and to offer to get them started earning awards.
Which of the following situations requires a sales associate to seek support from a supervisor?
A customer has brought three other friends to the store to shop, each with different needs.
A customer cannot find a particular item, and the sales associate forgot where it is on the floor.
The sales associate notices employees from a competitor in the store doing price comparisons.
The sales associate has encountered a difficult customer and cannot satisfy that customer’s needs.
A customer with two children enters a department and is looking at digital cameras. Which is the Best comment for a sales associate to make in order to engage them and make them feel comfortable and relaxed?
“Great options there! Notice that some models are ruggedly designed so that you won’t have to worry about your kids breaking them.”
“I can tell you’re probably a busy person. Let me save you some time by showing you our most popular cameras.”
“It’s a great day to bring the family shopping! Will your children be using the camera also, or will it be just you?”
“Those are some of the best and most popular cameras you’re looking at. What kind of photography will you be doing?
A sales associate completes an online training class for a store’s new MP3 players, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?
Review the online class again.
Ask a friend that has a similar MP3 player.
Check the Internet when the sales associate goes home.
Plug the display unit in and time how long it takes to charge
A customer asks an associate to help him find curtains for his apartment. They find the perfect color and fabric, but his windows are not a standard size. There is a custom drapery department in the store. What is the sales associate’s best response?
“I can make an appointment for you with our custom drapery department if you like.”
“We have an in-house custom drapery department. You might want to check with them.”
“Since your windows are not standard size, you should try another store that carries a wider selection.”
“For non-standard window sizes, blinds work best. Let me show you the selection.”
Which of the following scenarios most warrants a follow-up call from a sales associate to a customer?
A customer did not purchase the extended service plan at the time of purchase, and the manufacturer’s warranty is expiring.
A customer purchased a printer the previous day. Specialty paper and ink cartridges will be on sale next week.
A customer complained about the workmanship of the alterations to a new suit. The sales associate thinks the issue has been resolved but is not sure.
The sales associate thinks a frequent customer would be interested in a new line of designer handbags that just arrived.
Horizon Electronics is launching a new all-in-one product. The product can be used to play music, watch movies, check e-mail, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor’s store. How should you prepare for the large volume of customers asking about this product?
Test the item on display, making sure you can explain how to use each feature.
Rely on one of your co-workers to help you answer questions as he just bought the product for himself.
Tell customers that they can call Horizon Electronics directly to answer questions about how to use the product.
Remind customers they can return the item if it is too difficult to use.
A customer who is going on a camping trip the next day would like to see the new line of high definition binoculars. Having just sold the last pair, how should the sales associate proceed?
Match features of the desired product with an alternative selection.
Offer the customer a discount on another brand.
Refer the customer to another store.
Steer the customer to items that are currently on sale.
Which is the best way to explain the features and benefits of an item to a customer?
Ask the customer to read the product labels and tags.
Share personal experiences about using the product and say that it works well.
Communicate technical specifications about the product such as weight and materials.
Relate product features to the customer’s needs in a “so that you can” statement.
A retailer encourages customers to use their mobile devices to “check in” when they walk into the store location. How can the retailer best use check-in data to gather information about the customers?
Use check-in data to forecast staffing levels based on customers’ peak shopping hours.
Use check-in data to target customers’ network of friends in order to attract new business.
Use check-in promotions to alert customers about special deals based on their past purchases.
Use social media to send and promote coupons to customers as they approach the sales department.
A customer who wishes to return an item has printed out he store’s return policy from the company website. The website states that returns are accepted 30 days from the date of purchase; however, it has not been updated to the current policy that allows returns 14 days after the date of purchase. The correct policy is clearly printed on the customer’s receipt. What should be the sales associate’s response?
Apologize to the customer for the inconvenience. Point out that the correct policy is printed on the receipt, and refer the customer to management.
Apologize to the customer for the misunderstanding, but state that an exception cannot be made. Suggest that the customer send an email to the corporate office.
Inform the customer of the current policy, and show where it is correctly printed on the receipt. Then honor the website policy because the information was misleading.
Thank the customer for bringing the error to the store’s attention, and let the corporate office know about it. Offer a coupon to remedy the inconvenience.
Which is the most important step a sales associate should take to ensure that a product is working before demonstrating it to a customer?
Role-play with a co-worker who can ask difficult questions in a customer scenario.
Have all vendor-supplied marketing materials on hand and a display model ready to go.
Read and understand all the information about the features being demonstrated so that they can be shown with ease.
Verify that the product is fully functional with power, if needed, and that any accessories needed to demonstrate the features are located.
Which of the following reactions represents the best way for a sales associate to respond to customer feedback?
Share the customer’s feedback with a manager, especially if it is negative.
Paraphrase what the customer said to ensure that it was correctly understood.
Thank the customer and request that the feedback be turned in on a comment card.
Ask the customer to post any positive comments on the store’s social media sites.
A health insurance all center associate receives a call from a customer who seems upset. The customer reports having called many times about a claim, and it is still not settled. The customer speaks loudly and becomes more upset by the minute. Which of the following should the representative say first?
“Let me look up your record. What is your policy number?”
“I’m sorry. It must be very frustrating that this isn’t resolved yet.”
“I’d like to help you, but I can’t understand you while you are yelling.”
“I’m sorry. We have a lot of new trainees, and they don’t always know the answers.”
A customer is searching for a shoe in a particular size and asks a sales associate for help. The associate knows that the size is unavailable because an earlier search revealed that it was out of stock. What is the most appropriate response to this customer’s request?
“I just put out the entire stock of that item yesterday. I’m pretty sure we don’t have it anymore. Sorry.”
“I think we sold the last size yesterday. That is a really popular item. You have great taste!”
“I will double check the stock room, but I am pretty sure we are sold out. I’d be happy to call our other store to see if they have it.”
“We should be getting more of those in next week. You can give me a call on Wednesday and if we have it, I can hold it for you.”
What policies within a company may be given room for interpretation by the employees?
Those that protect the licensing of the products sold
Those designed to ensure customer satisfaction
Those related to the safety of customers and employees
Those associated with governmental laws and liability concerns
