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WorksheetsCustomer service questions 91-10
Total questions: 20
Worksheet time: 10mins
If the customer isn't shopping alone, you can include the rest of the part by:
Telling any children to behave themselves while their parents makes this important decision.
Suggesting that the customer might want to make this shopping decision when he is alone and can concetrate.
Remind the customer of the kid's zone area.
Giving other service to those in the part, such as offering a chair or a cup of refreshment.
Showing the customer that you and your store stand behind theproducts and services you sell:
Encourgaes customers to return items more frequently
Shows a professionalism that builds customer loyalty
Limits the profit on some items
Shows the customer that you are a talented sales associate
A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?
Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
Ask your store manager how to respond to the customer
Refer to your store's policy on meeting competitor's ads
Immediately change the price in your store to meet the competitor's price
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she just dabbed on her wrist and smelled?
"That fragrance smells very nice on you"
"I can see you like a fragrance with notes of gardenia in it"
"I don't think that perfume will fit your personality"
"You have great tastes as that is our number 1 seller"
Showing respect for a customer's business card means you should:
Never write on it
Put it in your purse or wallet for safe keeping
Ask them if you can put it in the bowl used for drawing prizes
Make some comment to indicate you have read it
If your store does not offer the particular product of service the customer is looking for, your first option should always be:
Inform him of the drawbacks of the product he is seeking
Immediately refer him to a competitor
Convince the customer he doesn't need it anyway
Suggest alternatives that your store does carry
Whch of the following minght be acceptable techniques for directing a customer to the Customer Service department?
"Customer 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
What are the best kinds of questions to ask to a customer to encourage conversation?
Open-ended
Direct and to the point
None. Let the customer ask you questions
Yes, no
Which of the following is a product benefit for a new sweater?
The fabric is soft and will last through many washes
The sweater has a snag-free zipper
The fabric is made of natural wool
They come in neutral colors
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:
Suggest that he buy "top of the line" products
Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
Stating that the products in your store are far better than those in other stores
A customer pay you with 3 twenty dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty dollar cills is counterfeit. You should
Tear the counterfit bill up and ask politely for another twenty
Return it to the customer telling him why
Ask the customer to leave the store immediately
Not the customer's description and any other identifying information
In your client record system, you should record:
Customer purchases
Customer interests
Follow-up activities
All of the above
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for his information. This client is still in the office. What, if anything, should you do?
Wait until the client leaves, and then provide your boss with the correct name
QUickly take your boss aside and provide the correct name
Do not get involved in the situation.
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information
Which of the following items would NOT be an appropriate finishing touch to your service?
Call the customer to make sure he is satisfied with his purchase
Send a postcard thanking a customer for letting you help him select a gift for his wife
Give the customer your business card & encourage him to return to the store
Remember the customer's name and use it when he comes in again
What is one of the best ways to explain fatures and benefits to a customer?
Discuss the review of this product
Demonstrate the product
Explain the history of the product
Show the customer the user's manual
6.
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product train a week ago. What should Cheryldo to better prepare?
Switch departments with another sales associate
Ask her boss to assign her to another department she is more familiar with
Find the elliptical training machine and read whatever information came with it
Demonstrate the elliptical machine in the store with customers until she is familiar with its features
Which of the following phrases might be appropriate when discussing clothing sizesize with oyur customer?
You look to be about size XX
How big are you?
Have you worn this brand before? What size was most comfortable for you?
You wear a bigger size on the bottom than on the top
You are with a customer and completing a sale. The phone rings and you're supposed to answer phone calls within 3 rings. What do you do?
Excuse yourself, answer the phone, and sk the caller if you can call him/her back
Answer the phone and continue to help the customer at the store at the same time
Put the caller on hold, excuse yourself, and go find another sales associate to handle the call
Excuse yourself, answer the phone, assist the caller if they just need a quick answer, then get back to the customer
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
Say that you are not allowed to give out that information to the public
Refer the person to your supervisor
Tell the person what you think the answer might be
Inform the person that you don't know but will find out
Turn your phone interaction into a loyal customer by:
Offering to ship items directly to the customer
All of the above
Mentioning services he may not be aware of
Letting the customer know about sales events
