WorksheetsKnowing Products & Services/Knowing the Customer
Total questions: 25
Worksheet time: 13mins
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
Studying all literature on the products you sell so you can answer questions.
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?
Selling Process
Pricing Strategy
Return Policy
Deliver Policy
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.”
A and C
Which of the following does not describe a product feature?
Price
Flavor
Texture
Color
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 location is on the other end of the store, so it would be a long walk for you.
You're not sure exactly where the product is located.
You're working with another customer and can't leave your area.
The customer doesn't seem likely to be able to afford the product.
What's the best way to respond when a customer asks a question about a product and you don't know the answer.
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help.
Give your best-guess answer and let the customer figure it out from there.
Suggest that the customer consider an alternative product that you are more familiar with, so you can better answer the customer's questions.
Look for information on the product's packaging or on relevant signs.
If a customer walks directly to 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
Which of the following describes a type of question that cannot reasonably be answered with "yes" or "no"?
A leading question
An open question
An open-ended question
A close-ended question
Which of the following describes a type of question that is designed to elicit a "yes" or "no"?
A leading question
An open question
An open-ended question
A close-ended 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
What is the best way to learn about new merchandise in your store?
Check with co-workers to see what they know about the products.
Ask customers to explain what they know about the products.
Read the labels and packaging information on the new products.
Call the vendor or manufacturer and ask about the products..
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 this all for you today?
Which of the following would be the best option when trying to find out what a customer wants to buy?
Can I help you?
Are you looking for anything special?
What color do you prefer in that brand?
Is that the brand you want?
Product features are described as all of the following except:
Be physical (color, size, etc.)
Relate to the quality of the merchandise and how the customer will enjoy it
Appeal to the senses
Answer the question "Why?"
The type of mindset that best helps you grow and learn as an employee is called:
A fixed mindset
A growth mindset
A product mindset
A retail mindset
*The type of mindset that limits your ability to grow and learn as an employee is called:
A fixed mindset
A growth mindset
A product mindset
A retail mindset
*A good way to help a customer form a good impression about you even before you interact with them is to:
Be sure to always look busy.
Call out to the customer to get their attention.
Use nonverbal communication, such as having confident posture and making eye contact.
Approach the customer as soon as you see them, anywhere in the store.
*Which of the following is the best way to demonstrate that you have understood a 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.
Your company just received dresses from a new dress designer from China to be sold at your business. These simple dresses can be wrapped on an individual in many ways to create a simple dress, as a top blouse only, or as an “After 5” dressier piece. What should you do as the sales associate before displaying this item for customers to examine?
Photocopy an illustration to show the different ways it can be worn
Try on the dress and learn the multiple ways it can be used in order to better show customers how to wear it
Check for an inspection sticker on either the merchandise or packaging to ensure that the clothing meets U.S. guidelines
Safely unpack the merchandise to minimize damage from handling before displaying it.
Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:
Suggesting that he buy “top of the line” products
Stating that the products in your store are far better than those in other stores
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
Suggesting that your store often has sales
To keep the lines of communication open, the best questions to ask:
Are direct and to the point
Are ones that can be quickly answered with a “yes” or a “no”
Begin with who, what, where, when, how, or why
Are ones that are able to direct the customer to a decision
When fitting the products to the customer, you should:
Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Select the approximate size you believe that she is.
Wait till the customer picks out the right size.
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
Have you worn this brand before? What size was most comfortable for you?
How big are you?
You wear a bigger size on the bottom than on the top
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?
Find the elliptical training machine box and read whatever information came with it.
Demonstrate the elliptical machine in the store with customers until she is familiar with its features.
Ask her boss to assign her to another department she is more familiar with.
Switch departments with another sales associate.
If a customer asks how to clean a dress, which is the BEST source for this information?
Manufacturer's customer service department
Product care label on the dress
Department manager
Product warranty
