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WorksheetsCustomer Service Part III
Total questions: 40
Worksheet time: 26mins
Which of the following is the term for the overall impression gathered from information that is seen, heard and experienced by customers who encounter a business, its products and services?
Brand promise
Positive feeling
Company culture
Company brand
Which of the following is the term for the unique way that company employees act with each other and with customers?
Brand promise
Positive feeling
Company culture
Company brand
Which of the following best defines quality customer service?
Delivering a positive, memorable experience
Adhering to company policies when processing returns
Doing exactly what company procedures say to do
Offering free items to customers in order to keep them coming back
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$20-$30 million
$100-$150 million
$60-$70 billion
$100-$150 billion
After one negative experience approximately what percentage of people say they will never do business with that company again?
10%
20%
50%
75%
What's the term for service that is designed to be tailored to a specific customer's needs and interest?
Customer service
Quality service
Personalized service
Helpful service
What's the term for delivery of a positive, memorable experience that is more than what the customer expected?
Customer service
Quality service
Personalized service
Helpful service
Which of the following accurately defines "private-label" products?
Products that are available to be purchased only by a store's employee
Products whose names are not displayed on their packaging
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.
Which of the following questions is the most appropriate way or a retail associate 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?"
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 baseball bat
A soccer goal frame and net
Which of the following is an example of upselling?
Would you like that as a meal? You can get fries, and drink for an extra $2.00
I also have this laptop with the same features
You will love those basketball sneaker. Do you need any T-shirts or shorts?
I love the TV model you're looking at; let me show you a similar model with the same features.
Which of the following best defines a loyalty program?
Marketing incentives for repeat customers, who are loyal to the company
A club for employees of a retailer to join
A discount coupon or code that's made available to first-time customers
A discount program aimed at people who shop with a retailer's competitors
Which of the following is a good transition statement that can lead to closing a sale?
Are you ready tp 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 that you want to buy?
Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?
A $5 bill, 2 $1 bills, 1 dime, 1 penny
A $5 bill, 3 $1bills, 1 dime, 1 penny
A $5 bill, 3 $1 bills, 11 pennies
A $5 bill, 2 $1 bills, 11 pennies
Where are large bills, such as $50s and $100s, typically placed within a cash register?
In the compartment with the $20s
In the compartment with the $10s
Wherever there's the most room
Below the cash drawer
Approximately what percentage of Americans use a credit or debit card for at least some of their purchases?
80-90%
50-60%
30-40%
10-20%
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
Call a supervisor immediately
Deny the customer's request
Call security
Which of the following is Not an area of foundational knowledge that retailers look for in all employees?
Reading
Writing
Sales skills
Math
Which of the following describes a communicator who is straight to the point?
Analytical
Intuitive
Functional
Personal
Which of the following is Not a concept that helps you manage your time effectively?
Organizing
Prioritizing
Procrastinating
Focusing
If your total sales was $4,700 and you had 38 transacting, what was your average sale?
$133.68
$123.68
$123.58
$123.00
A job description typically contains:
The name of the supervisor
A description of the job's responsibilities
The specific career path for an individual starting with the company i this position
The exact hours that a person in this job works each week
What is the easiest way to calculate change?
Subtract the sale price from the amount the customer paid you
Subtract the amount the customer paid you from the sale price
Count up from the purchase total to the amount of money given to you by the customer
Start by giving all change in $1 bills, then convert to large bills if necessary
What is Not something you do if you get paid with counterfeit money?
Return it to the passer
Delay the passer if possible
Call the police or secret service
Write your initials and date in the white border
What should a salesperson ask of a satisfied customer to help increase their future sales?
Ask for a referral
Ask for the customer's business card
Ask, "Did I do all I can to help you today?
Ask the customer to request another salesperson if he or she returns
Which of the following is most likely to help in calming an angry customer when face to face?
Crossing your arms
Rapid nodding of the head
Slow nodding of the head
Smiling
Which statement about customer service is correct?
Excellent customer service results in a more positive business
reputation.
Excellent customer service results in more promises and
therefore more lawsuits.
Excellent customer service results in fewer loyal customers.
Excellent customer service results in lower wages.
8. What is the main purpose of customer service?
a. To meet needs and expectations.
To deliver standards.
To work as part of a team.
To increase sales
Which of the following is one of the most effective and least expensive ways to market a business?
In-theater advertising
Effective customer service
Glossy, colorful, professional brochures
One-on-one sales calls
An example of how to provide good customer service is...
Greeting customers in a friendly manner
Hiding in the stock room
Talking about customers with colleagues
Following a formal procedure for dealing with complaints
Which of the following is an easy way to show respect to customers?
When addressing a customer, use his or her first name.
Stop talking
when the customer begins to speak.
Return calls or e-mail messages at your own convenience.
Avoid eye-contact with the customer lest he or she is offended
