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Customer Service - Sales

Total questions: 78

Worksheet time: 7hrs 30mins

Name
Class
Date
1.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
2.
Which is not a way to provide consistent and reliable service?
a)
Product knowledge
b)
Dealing with problems
c)
Long waiting time
d)
Short waiting time
3.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
4.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
5.
Last year, we lost a lot of customers ______________ our competitor
a)
for
b)
on
c)
to
d)
with
6.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
7.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
8.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
9.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
10.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
11.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
12.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
13.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product 
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
14.
Interpersonal skills are valuable to an employer because they include the following:
a)
Hard Skills
b)
Communication & Social Awareness 
c)
Service Breakdown
d)
Psychological Distracters
15.
Choose an example of good customer service.
a)
Food service assistands stands with their  backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
16.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
17.
The staff in the shop are very polite, they are ______________________.
a)
courteous 
b)
efficient
c)
faithful
d)
uncaring
18.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product 
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
19.

A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?

a)

a. "You can always exchange the sheets for a different color if these don't match."

b)

b. "Please be aware that it is our store policy that personalized items cannot be returned."

c)

c. "Our return policy is quite strict, so I would recommend that you don't buy these sheets."

d)

d. "I think you can return the sheets for a refund if the color isn't right."

20.

A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?

a)

a. Write down the customers' information and remember to thank them for their purchases the next time they come into the store.

b)

b. Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.

c)

c. Write down the customers' information so each can be sent a satisfaction survey at the end of the month.

d)

d. Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.

21.

A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?

a)

a. Thank the customer for the purchase and go back into the store.

b)

b. Acknowledge the mark, take the item back to the store, and exchange it for a new one.

c)

c. Acknowledge the scratch mark and tell the customer that it is not noticeable.

d)

d. Suggest that the customer return to the store to receive a discount on the item.

22.

A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?

a)

a. “Would you like to purchase any accessories with that skirt?”

b)

b. “We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”

c)

c. “Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”

d)

d. “How much are you planning to spend?”

23.

If a customer asks how to clean a dress, which is the BEST source for this information?

a)

a. Manufacturer's customer service department

b)

b. Product care label on the dress

c)

c. Department manager

d)

d. Product warranty

24.

A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?

a)

a. Ask the customer directly what budget range would be best.

b)

b. Show the lowest-priced sofas and move up until the customer is satisfied.

c)

c. Show the highest-priced sofas and move down until the customer is satisfied.

d)

d. Show medium-priced sofas and adjust according to the customer's reactions.

25.

An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?

a)

a. Stating, "My current dining room sets are also oak."

b)

b. Focusing on the price tags of the dining room set

c)

c. Praising and touching a particular dining room set

d)

d. Asking, "How long is this dining room set on sale?"

26.

A customer wants to purchase a $75 winter coat. She has a 25% off coupon for one item and a 10% coupon for her entire purchase. Both can be used. What is the total of her purchase?

a)

a. $50.63

b)

b. $55.00

c)

c. $24.75

d)

d. $45.50

27.

A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?

a)

a. Tell the customers there are no more pools available.

b)

b. Suggest to one of the customers that she come back in three weeks when the pool will be in stock at the regular price.

c)

c. Let the customers work out between themselves who will get the last pool.

d)

d. Offer to contact another store to see if they have any pools left.

28.

A manager sets a goal of increasing sales by 15% over last year. If last year's sales were $60,000, what is the sales goal for this year?

a)

a. $69,000

b)

b. $65,000

c)

c. $67,500

d)

d. $70,500

29.
Closing method that involves stressing to the prospect that the decision to buy should be made NOW because something may happen soon that will make a delay costly.
a)
Integrity
b)
Impending  Event
c)
Up-Selling
d)
Industry
30.
Closing method that involves behavior by the sales person based on the assumption that the prospect has decided to buy
a)
Internal Customer
b)
Lazy Request
c)
Indirect Request
d)
Selling
31.
  Items bought in haste, with little or no thought as to the wisdom of the purchase
a)
Impulse Goods
b)
Super Goods
c)
Internal Goods
d)
Expensive Goods
32.
 A particular group of businesses with similar products
a)
Internal Organizations
b)
Industry
c)
Group
d)
Internet
33.
  The ability to distinguish between right and wrong and to make decisions based on that distinction
a)
United
b)
Excellence
c)
Respect
d)
Integrity
34.
  Automated system that leads callers through different menus with the goal of providing an automated response to their questions or routing their call to the person best suited to help
a)
Internet Voice System
b)
Interactive Voice Response System
c)
Call Log
d)
Call Responder
35.
  People within an organization who rely on one another for the information and resources they need to perform their jobs
a)
Internal Customers
b)
Employees
c)
Stakeholders
d)
All of the above
36.
  A network of public networks available almost anywhere
a)
Gateway
b)
Internet
c)
Intranet
d)
World Wide Gateway
37.
  Those skills that help you work well with others
a)
Interpersonal Skills
b)
Attractiveness
c)
Rodeo Skills
d)
Resume'
38.
  An internal network used by a select group, such as employees of a company
a)
Internet
b)
Intranet
c)
Gateway
d)
World Wide Gateway
39.
  People who are focused inward
a)
Extrovert
b)
Interconnected
c)
Introvert
d)
Social
40.
  The merchandise that a retailer has in stock
a)
Inventory
b)
Group Conference
c)
Distributer
d)
Manufacturer
41.
 A bill issued by a supplier for goods or services purchased from it
a)
Invoice
b)
Receipt
c)
Outvoice
d)
Packing List
42.
  Prospects who may be decided or undecided, but do not want the assistance of a salesperson
a)
Lazy Customer
b)
Just Looking Customer
c)
Happy Customer
d)
Over the top Customer
43.
  Lists major points of the product and gives all the reasons for purchasing it
a)
Key Points Presentation
b)
Proposal
c)
Invoice
d)
Receipt
44.

Determines whether or not a prospect has 3 things-

1.  a recognized need

2.  buying power

3.  receptivity and accessibility

a)
Manager
b)
Lead Qualification
c)
Customer
d)
List Price
45.
  A contract that permits a business or individual to use property for a specific time period in exchange for payment
a)
Lease
b)
Rent Money
c)
Apartment
d)
Contract Proposal
46.
The price set by the vendor
a)
Mark-up Price
b)
Sale Price
c)
List Price
d)
Retail Price
47.
  Strategy where businesses target marketing efforts toward their most valued customers
a)
Value Savings
b)
Friendship Sales
c)
Loyalty Marketing
d)
Marketing 101
48.
  Person who sells products to other maufacturers or directly to wholesalers or retailers
a)
Retailer
b)
Manufacturing Sales Person
c)
Customer
d)
Upscale Sales Person
49.
  The programs that reward customers for their business and encourage repeat business
a)
Shopper Programs
b)
Marketing
c)
Credit Cards
d)
Loyalty Programs
50.
  Business that transforms raw materials into products consumers can use
a)
Retailer
b)
Consumer
c)
Distributor
d)
Manufacturer
51.
  The amount a retailer adds to the cost of merchandise to calculate the retail price
a)
Sales Tax
b)
Mark-Up
c)
Real Estate Tax
d)
Juice
52.
  Model that arranges needs in ascending order of importance: physiological needs, safety or security needs, social needs, esteem needs, and self-actualization needs
a)
Maslow’s Hierarchy of Needs
b)
Freudology
c)
Pavlov's Dogs
d)
Adler's Theory
53.
  Any product that is bought and sold in the business
a)
Theory
b)
Service
c)
Merchandise
d)
Gallery
54.
  The amount of merchandise displayed or shelved per 1,000 square feet
a)
Merchandise History
b)
Merchandise Density
c)
GDP
d)
Visual Display
55.
  The variety, breadth, and depth of merchandise a store offers
a)
Merchandise(Product) Mix
b)
Grade Level
c)
Merchandise swap
d)
Merchandise Length
56.
  Two companies, about the same size, join forces
a)
Acquisition
b)
Merger
c)
Sales Force
d)
Diversity
57.
  A brief description of a company's purpose
a)
Mission Statement
b)
Goal
c)
Product Plan
d)
Management Plan
58.
  Exclusive control over a commercial activity
a)
Dictator
b)
Short Sale
c)
Empire
d)
Monopoly
59.
  Closing method that repeats the part of the process when alternatives are considered
a)
Narrowing The Choice
b)
Indirect Request
c)
Impending Event
d)
Lead Qualification
60.
Plan that identifies the products and the quanitity of each product that should be available on the first of the month
a)
Model Stock Plan
b)
Merger
c)
Manufacturer Plan
d)
Monopoly
61.
  Interviewing the customer to determine his or her specific needs and wants and the range of options the customer has for satisfying them
a)
Open-Ended Questions
b)
Merger Access
c)
Closure
d)
Needs Assessment
62.
  Any type of sales resistance by the prospect
a)
Objection
b)
Merger
c)
Closure
d)
Needs
63.
  The items you can't live without, such as food, water, clothing, and shelter
a)
Wants
b)
Needs
c)
Attractiveness
d)
Closure
64.
  The supplier gives the retailer the exclusive right to sell a product in a specific area, but the retailer does not do anything for the supplier
a)
New Deal
b)
3-Way Selling
c)
One-way Exclusive Dealing
d)
Upselling
65.
  Questions that require more than a one-word answer
a)
Yes/No Questions
b)
Closed Questions
c)
Multiple Choice
d)
Open Questions
66.
  The exchange of a product or service for the purchase price or the promise to pay the purchase price
a)
Transaction Selling
b)
Upselling
c)
Trial Selling
d)
Fundamental Selling
67.
  Process of offering a special discount if the customer increases the order quantity or upgrades to a combination of that product and another
a)
Upselling
b)
Trial
c)
Close-up
d)
Secure Selling
68.
 A supplier with a strong product forces a retailer to buy a weak product before it will allow the retailer to buy the strong product
a)
Service Agreement
b)
Tying Arrangement
c)
Closing Agreement
d)
Sales Arrangement
69.
  Prospects who do not know what to buy
a)
Undecided
b)
Broken
c)
Introverted
d)
Just Looking
70.
Money available to a business to buy merchandise and pay expenses
a)
Service
b)
Working Capital
c)
Profit
d)
Long-Term Cash
71.
  Sells products to retailers, other wholesalers, industrial firms, government agencies, or other buinesses; a middleman that buys directly from a producer and sells to retailers or large commercial users
a)
Service
b)
Wholesaler
c)
Retailer
d)
Manufacturer
72.
  Internal characteristic that is an obstacle to your company's success
a)
Service
b)
Strength
c)
Opportunity
d)
Weakness
73.
  The things that you would like to have but can live without
a)
Needs
b)
Weakness
c)
Wants
d)
Products
74.
  Prohibit advertisers from engaging in unfair and deceptive acts and practices
a)
Service Agreements
b)
Regulations
c)
Truth-in-Advertising Rules
d)
Rules for Selling
75.
Question customers ask regarding why they should buy from you
a)
Do I like the sales person?
b)
WIIFM (What's in it for me?)
c)
Do I have enough money?
d)
What do I want for dinner?
76.
A solution that meets or exceeds the needs of all parties
a)
Win-Win
b)
Lose-Lose
c)
Service Solution
d)
Champ Solution
77.
  Situation in which the salesperson turns the customer over to someone else in an effort to close the sale
a)
Turnover to Closer
b)
Temporary Sales
c)
Peek Situation
d)
Table Service
78.
  Tests to see how far along the prospect has come toward the buying decision
a)
Trial Close
b)
Test for Sale
c)
Keeper
d)
Prospect Plan

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