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WorksheetsCustomer Service Chapter 3 Quiz
Total questions: 19
Worksheet time: 19mins
What should you do if a shopper topples a pyramid of canned goods into the aisle?
Call for a custodian or maintenance person to clean it up
Pick up the cans & recreate the display yourself
Check on the shopper, & then erect a barrier around the cans, until they can be cleaned up properly
What is the FIRST thing you should do if you find broken glass on the sales floor?
Call for a custodian or maintenance person to clean it up
Find a broom & clean it up yourself
Erect a barrier around the glass, or stand near the glass to direct traffic away from it until it can be cleared up
Which of the following 3 actions must you personally witness an individual doing in order to take action against that customer for stealing?
Pick up the item, conceal the item & lie about having the item
Pick up the item, conceal the item, & leave the store without intending to pay for the item
Conceal the item, lie about having the item, & leave the store without intending to pay for the item
Conceal the item, leave the store without intending to pay for item, & get caught by the cameras
Example of which one is not a perishable item:
Cosmetics
Over the counter medicine
Beverages
Socks
Which forms lists the quantity and type of merchandise that the vendor actually sent to your store?
Packing slip
Purchase order
Sales Invoice
Sales Receipt
Which item shows a detailed list of items requested by the store?
Packing slip
Purchase order
Sales invoice
Sales receipt
New merchandise arrives on your sales floor. Before re-stocking, you should
Check for damage first & then check that the price is accurate
Check that the price is accurate
Check if it is perishable & put the new stuff in front of the old
Check for damage & then put it on the shelf…someone will be desperate enough to buy the item
Which display showcases the idea of suggestive selling?
A display with hunting gear and ballet slippers.
A display with a mannequin with a dress, necklace, & shoes on.
A display with different color watches.
The purpose of tracking inventory is all of the following except
Make certain that the right merchandise is in the right store at the right time
Help verify the profitability of a store
Locate products that might have been damaged or dated items
Locate money that may have been misplaced
1) It is best to show products:
In dim lighting to avoid glare
Under artificial lighting to improve color
In natural light
A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do?
Ask the manufacturer
Look at the label
Ask a customer
Ask an employee
Private label items:
Are often made by famous manufacturers
May have the same features as a nationally-recognized brand
Are often less expensive than national brands
All of the above
Permanent labels in clothing are required by law to include:
The city in which the product was made
The fiber content, in descending order
The size
All of the above
When the sales associate is stocking the shelves, he should FIRST
Read the instructions on the manual to know how to use
Make sure the product is working
Practice saying the features and/or benefits to a co-worker
Store Policies that are open to interpretation by store employees
Customer satisfaction
Government law
Safety
Liability of product
Why is it important for employees follow the same store guidelines?
To ensure same quality experience
To ensure all employees are paid the same
To ensure the boss has total control
A hardware store has this sign displayed at its entrance. One day an associate sees a child bump into a shelf of industrial strength cleaners. A bottle falls off of the shelf and breaks. Its contents spill on the floor. The child runs to a parent in the next aisle, who doesn’t seem to notice what happened. Which of these should be the associate’s FIRST response?
Approach the child & ask open ended questions
Direct customers & employees away from the area
Calmly clean the spill according to the directions on one of the bottles still on the shelf
Let the parent know about the damage & tactfully ask for the payment according to the policy
An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven’t been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate’s BEST court of action?
Wait until no one is around and copy the returns quickly
Ask a coworker what everyone else does, and then do the same
Consult store policy or the manager about using the copier
Copy the returns any time during the shift when there are no customers
A store manager asks a new associate to straighten stock on the display shelves. During a lunch hour rush, only one register is open, and the line of customers is growing. Some customers put down their selections and leave the store without buying. The associate has been trained on the register but hasn’t handled it alone. The manager is at lunch and cannot be consulted. Which of these is the associate’s best course of action.
Continue straightening the stock because this is the assignment the manager gave before leaving for lunch
Apologize to customers in line & tell them that the wait is unusual & the manager will be back soon
Open another register, since the associate knows how to operative if even without having done it alone
Stop straightening stock & help the cashier by bagging, finding items, & getting the selections ready to be rung up
