WorksheetsCustomer Service Chapter 2
Total questions: 51
Worksheet time: 51mins
It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
Make sure your clothes are neat and you look professional
Find your sales book and get it ready for your next sale
Tidy up the product display before showing it to the customer
Greet the customer and make him feel welcome
A new customer comes into your department, but you are helping another customer. You should:
Focus all your attention on your current customer
Let the new customer wait his turn until you have completed your current sale
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him
Help the customer who looks like he will spend the most money
A good reason for creating an opening for discussion is to:
Break down the customer’s sales resistance
Get to know what the customer wants
Convince the customer how much you know about the product
If the customer isn’t shopping alone, you can include the rest of the party by:
Telling any children to behave themselves while their parent makes this important decision
Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
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
Your ultimate goal as a sales associate is to:
Meet your quota each month
Provide service to as many customers as you can
Satisfy the customer
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
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
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?
How would you handle a situation where a customer wants a brand that you don’t carry?
Convince him that your brands are better
Get permission from him to show the items you do have that meet his needs
Tell him that he won’t find anything better than what you have
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
If your store does not offer the particular product of service the customer is looking for, your first option should always be to:
Convince the customer he doesn’t need it anyway
Suggest alternatives that your store does carry
Immediately refer him to a competitor
Inform him of the drawbacks of the product he is seeking
Which of the following is an acceptable way to ask a customer’s permission to provide alternatives?
We don’t carry that specific brand, but may I suggest…
Is that the only brand you were interested in?
Is there anything else you were looking for?
We don’t recommend that item. May I show you a better product?
Referring a customer to a competitor will likely result in:
The customer seeking you out for future needs
The customer never returning to your store
A lost sales opportunity for you
None of the above
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
The warranty is an excellent tool for you to use to:
Prove that your company has the best price
Explain your company’s return policy
Reassure the customer about a product’s quality
All of the above
If your company does not have a manual that describes all the major product warranties, you should:
Avoid talking about warranties with your customers
Create your own by making copies of the various product warranties and related information
Decide on general, neutral comment you can make if customers ask you about a warranty
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Check with your immediate supervisor or manager
Make the exception, but only if the customer promises to make additional purchases
Tell him you do not make exceptions
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
The company’s return policy should always be
Clearly displayed in writing & mentioned by the employee
Clearly displayed in writing only
Mentioned by the employee only
Kept secret
Even if your company’s return policy restricts what you can do for the customer, you should:
Consider alternatives, such as offering a discount coupon or a free sample
Agree with him that the product is defective and should be replaced, but tell him that the store won’t let you do anything about it
Do what the customer asks; management will have to support your decision
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
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
Which option sounds best when dealing with a customer complaint?
“Know when to give in to the customer’s demands”
“Keep the customer from asking for a refund”
“Know a solution if the customer does not suggest one”
“Keep asking what the customer wants, even when the solution is obvious to you”
If a customer becomes abusive, you should probably:
Refund his money immediately
Contact your manager
Tell him he is being abusive and call security
When the 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
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
As a sales associate, your goal is to
Keep the returns to a minimum
Keep the customer coming back
Decide who’s right or wrong
When customers come to you with complaints, you need to:
Listen carefully
Be patient
Get information
All of the Above
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
Free coffee and doughnuts, and a clean restroom
Sales associates who look snazzy and take turns helping customers
When balancing service between phone customers and those you may already be helping in the store, you should:
Tell your in-store customer that you need to get the phone and she should look around for awhile.
Move your in-store customer over by the phone and help both customers at the same time.
Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone.
A customer says, “I know this is a popular line, but this is an awful lot to pay for a simple white T-shirt.” The best option for the sales associate is to:
Provide more information
Make it easier to buy
Suggest an alternative
None of the above
If a customer does not have a clear picture of what she wants, the sales associate should:
Point out the product that sells the best
Ask questions that can be answered “yes” or “no” to quickly narrow the options
Demonstrate the sales associate’s personal favorites
Ask open-ended questions to determine the customer’s needs
When asked, “Is this a good sleeping bag?” a sales associate’s best response is:
“Yes, and it’s on sale.”
“It’s our best-seller.”
“I love mine.”
“Can you tell me where you’ll be using it?”
A customer will be more likely to buy a product such as a DVD player if you:
Show how easy it is to program
List every feature the DVD player has
Open the manual to show how instructions are displayed
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 aa few out of season pajamas on the clearance rack when the customer asks about pajamas.
Showing the customer a matching scarf and gloves when the customer purchases a winter coat.
The warranty is an excellent tool for you to use to:
Prove that your company has the BEST price
Explain your company’s return policy
Reassure the customer about a product’s quality
Which of the following is a benefit of the down comforter (bed spread)?
The comforter is white.
The comforter will keep you warm and cozy.
The comforter is a queen size.
The comforter has a high thread count.
A customer bought a laptop last week and is trying to return it & he has the receipt. The receipt states if you return within 10 days you may receive a refund and if you return after 10 days you will receive store credit. In either situation you must have a receipt on hand. How does a sales associate respond?
Apologize for the inconvenience & give the refund unless they prefer an exchange or store credit
Ask them why they didn’t want it and give them store credit
No returns at this point in time
A customer is looking at cell phones. What should the sales associate say to the customer to help him/her find what they are looking for?
Do you like a certain brand?
Is there a price you are staying within?
How will you be using your phone? Is it for business or personal use?
Why should a sales associate read a flyer about a competitor’s price?
Be knowledgeable of prices when informing customers
To tell the customers about the stores that have products that cost more than yours
To always price your product a few cents below their products
The customer is looking at 2 cameras and can’t decide which one to buy. What should the sale associate ask the customer to figure out which one is best for them.
What type of pictures do you plan to take with this camera?
Do you prefer this or that camera?
Do you like this brand?
The BEST way for a sales associate to show the product’s quality is to:
Demonstrate it
Say you use it
Let them read the label
What type of question will help you understand a customer’s pricing needs without making them feel uncomfortable?
What kind of brand do you currently own?
How much exactly do you want to spend on this product?
Do you want to look on the clearance rack?
If a customer becomes irate, the sales associate should call the
Police
Customer’s mom
Manager
What is the sales technique used to get a customer to spend more by purchasing a product that’s related to what’s being bough already (ex. Digital camera and memory card)
Cross Selling
Up-Selling
Direct Selling
Hard Selling
What should an employee show to deal with an inconvenienced customer?
Empathy
Patience
Sincerity
Maturity
A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer’s questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?
Politely refuse the help and try to answer the customers questions anyway.
Ignore the other associate, who probably only wants the commission on the sale.
Let the other associate help the customer and look for another customer to help
Accept the offer of help and listen to the answers to the customers questions.
What is one of the best ways to explain features and benefits to a customer?
Demonstrate the product
Explain the history of the product
Show the customer the user’s manual
Discuss reviews of the product
How soon up on a customer’s entrance into the store should an associate greet the customer?
30 seconds
60 seconds
90 seconds
2 minutes
Which question is best to ask a customer?
“How much do you want to spend?”
“Do you want _____ or _____?”
“Why do you want _____?”
“We’ve got a big selection. What style do you prefer?”
