WorksheetsCustomer Service and Sales Certification
Total questions: 80
Worksheet time: 40mins
John is very good at keeping his feelings to himself when he is under stress. What skill has John developed?
Self-esteem
Self-control
Self consciousness
Self-actualization
One of the ways that self-control can help you have good interpersonal relationships is by
preventing you from getting angry
showing you how to cope with life.
helping you to vent your anger on others.
helping you to think before you speak.
When customers request any of the service “extras” your store offers
Tell them they’ll have to contact Customer Service for further information
Tell them they’ll have to wait until you finish with the other customers in your area before you can
Make a note in your client record system so you can provide more personalized service when those customers return in the future
Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time
When working with customers with disabilities be sure to take your time, be patient, and
Speak loudly, using a lot of hand gestures
Let the customer help you understand his needs
When you can, make decisions for the customer
Acting as a personal shopper
Should be avoided since it takes you away from other customers
Can add interest and challenge to your job
Does not require any special skills or talents
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
What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
One-third
One-fourth
Two-thirds
One-half
Which of the following is an example of an employee’s using company resources for personal purposes while on the job:
Typing letters to friend
Faxing order to suppliers
Putting postage on business mail
Sending e-mail to customers
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.”
“Someone in Customer Service can help you with that; I’ll show you the way.”
“You’ll have to take this to Customer Service; I can’t help you here.”
In order to provide good service, employees would give customers
unsolicited advice
personal opinions
limited information
complete attention
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
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 to the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you will be right back and answer the phone
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
To help build customer loyalty, you should
Say what you’ll do and be very clear on what you are promising; make notes so you will remember
Not risk disappointing a customer by telling him when you cannot make an exception
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
Suggesting that he buy “top of the line” products
Stating that the products in your store are far better than those in other stores
Indicating that based on your professional product knowledge, you feel his puprchases are worthwhile
People who have self-control would generally respond to a supervisor’s constructive criticism by
going on the defensive
justifying their actions
asking the supervisor for assistance
using the feedback to help them improve
One of LaShea’s co-workers frequently makes critical comments about LaShea’s computer skills. LaShea can use self-control in this situation to help her
get back at her co-worker
file a formal complaint
learn aggressive behavior
avoid an angry response
An employee who misuses company time is actually
robbing
stealing
pilfering
shoplifting
Which of the following statements best describes why a client record system is called a “living” record?
It should be accessible to anyone who wants to read it
You should constantly refer to it and update it with new information
You will spend more time maintaining your records than you do actually serving customers
An employee can demonstrate a basic work ethic by
repeating personal information
not taking company property
choosing when to tell the truth
taking credit for all successes
What type of action might cause a business to dismiss an employee?
Misusing company benefits
Requesting a promotion
Asking for additional training
Forgetting to reorder supplies
Which of the following responses to a difficult situation would damage your professional image:
Showing empathy toward others
Using inappropriate language
Listening without interrupting
Controlling your facial expression
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
If a business allow its employees to dispose of contaminated water by pouring it into a nearby stream, the business might face possible
trade restrictions
management support
industry recognition
governmental intervention
To assist your customers in a personal way, you should become familiar with
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
Resources in and near your store
Which of the following situations is an example of an employee’s exhibiting unethical behavior:
Clocking out at the end of the day
Taking a day of sick leave to play golf
Scheduling a two-week vacation
Working four 10-hour days to shorten the week
One of the most important skills in being a personal shopper is to
Always guess correctly at what the customer wants
Listen carefully for clues about the customer’s preferences
Convince the customer to follow your advice
Which of the following traits would help you to develop self-control:
Self-indulgence
Self-doubt
Self-discipline
Self-importance
As a sales associate, your goal is to
Keep the returns to a minimum
Keep the customer coming back
Decide who is right or wrong
The warranty is an excellent tool for you to use to
Prove that your company has the best price
Reassure the customer about a product’s quality
Explain your company’s return policy
All answers are correct
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
Mary uses a lot of gestures when she is communicating with customers. What tool is Mary using?
Body language
Patience
Service attitude
Empathy
What can employees do to help provide good service to customers?
lower prices
plan events
resolve problems
offer discounts
A new customer comes into your department, but you are helping another customer. You should
Focus all your attention on your current customer
Acknowledge the new customer’s presence with eye contact and/or a brief comment that you will be right with him
Let the new customer wait his turn until you have completed your current sale
Help the customer who looks like he will spend the most money
Which of the following are appropriate reasons for following up with a customer?
You are curious whether a gift your customer purchased was well received
You finally located an item the customer asked for a while back
You want to know why a customer did not make it in for a special sale
You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now
Referring a customer to a competitor will likely result in
The customer seeking you out for future needs
A lost sales opportunity for you
The customer never returning to your store
No answer is correct
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
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”
Are ones that are able to direct the customer to a decision
Begin with who, what, where, when, how or why
An employer who discovers that an employee is stealing supplies or cash from business might decide to dismiss and then______________ that employee.
prosecute
reassign
terminate
transfer
Communication is important! When providing service to a person who is hearing impaired, you should
Ask the customer how he would like to communicate
Speak as loudly as you can, speak clearly, and stand very close to his ear while you talk
Call over to your sales associates and tell them you have a disabled person to work with, would they please take care of the other customers?
Self-control can help you to prevent job burnout by enabling you to
buy your stress
end your stress
keep stress under control
understand the causes of stress
What type of business information is inappropriate for employees to share with others?
Promotional
Secondary
Demographic
Confidential
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 handwritten note thanking the customer for his business
Give the customer your business card and encourage him to return to the store
Send a postcard thanking a customer for letting you help him select a gift for his wife
Your business card or the sales receipt is a good place to make notes for a customer regarding
Your work schedule so the customer can contact you in the future
All upcoming sales
The date a special order is due
All answers are correct
It is important to build a relationship with your customer. In the first few seconds after notice the customer’s arrival, you should
Make sure your clothes are neat and you look professional
Tidy up the product display before showing it to the customer
Find your sales book and get it ready for your next sale
Greet the customer and make him feel welcome
In which of the following situations might a business be held liable for the unethical behavior of its employees while they are on the job:
Customers are treated with little respect
Female applicants are harassed during interviews
Suppliers are rated according to their prices.
Promotional techniques of competitors are copied.
By becoming an expert at special orders, you may benefit by
Learning more about the products you sell
Getting to know people in other departments
Learning more about customers’ needs and interests
All answers are correct
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 shopping decision
Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
Suggesting that the customer might want to make this shopoping decision when he is alone and can concentrate
asking one of the adults to look after the children
Projecting a professional and friendly image includes
Dressing in expensive, professional looking clothing
Behaving in an alert and courteous manner
Shaking the hand of each customer
Standing behind your cash register and waiting for the customer to come 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
In preparing a resource list for your customers, you should consider including
Local companies that have complementary services to the products you sell
Information about companies you recommend, such as repair shops
Phone numbers that customers have requested in the past, such as taxi service
All answers are correct
If a customer walks directly to an item, this may indicate that he
Knows what he wants and would probably appreciate quick, efficient service
Is in a hurry and doesn’t want any attention from you
Just wants to look at the item and has no interest in buying
Is looking for the least expensive brand
When acting as a personal shopper, you should
Choose a wide selection of items from which the customer can choose
Ignore the customer’s bad taste and choose the items you think she should wear
Select only items that fit her interests
If you schedule a personal shopping appointment with a customer, it would be a good idea to
Call and confirm the appointment the day before
Keep your appointment book with you at all times so you don’t double-book yourself
Set aside some items you think the customer will be interested in
All answers are correct
Personal shopping services may be appropriate for which of the following customers?
A customer who is in a hurry and does not have time to look for specific items
A shopper who asks you to help select gift items for the holidays
Both answers are correct
Which of the following is an example of a situation in which a customer might think that an employee was acting unethically:
Suggesting less expensive substitute items
Explaining how to make quantity purchases to save money
Offering an unadvertised discount for payment in cash
Asking for identification when accepting a personal check
What is one of the main reasons that employees behave unethically?
To obtain publicity
To become managers
To create positive customer relations
To do what everyone else does
When using the T.H.A.N.K.S. method, “K” stands for
Know when to give in to the customer’s demands
Know a solution if the customer does not suggest one
Keep the customer from asking for a refund
Keep asking what the customer wants, even when the solution is obvious to you
According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?
25%
45%
32%
10%
If you find yourself needing 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
The best way to talk to a new customer is to
Flatter her--tell her she has taste and looks great
Match what you say and your tone of voice to her personality
Interact as if you are old friends
Convince her that you know what is best for her to buy
A good reason for creating an opening for discussion is to
Break down the customer’s sales resistance
Convince the customer how much you know about the product
Get to know what the customer wants
display the item to the customer
Your ultimate goal as a sales associate is to
Meet your quota each month
Satisfy the customer
Provide service to as many customers as you can
Let your co-worker make the sale
Small kindnesses to your customers may include
Letting the customer make a local call to verify appropriateness or preference
Consolidating many small packages into one large shopping bag
Telling a customer about a lounge where she may tend to her baby’s needs
All answers are correct
A business lost income because an employee failed to complete a project on time. What might the business have to do to make up for this lost income?
Obtain loans
Raise expenses
Increase prices
Refinance debts
In your client record system, you should record
Customer purchases
Follow-up activities
Customer interests
All answers are correct
Creating customer loyalty is rewarding for
The store
The customer
The sales associate
All answers are correct
A business’s employees are accused of offering bribes to local officials. This type of unethical behavior might create a(n) ___________ for the business.
negative cash flow
new target market
advertising opportunity
poor public image
Turn your phone interaction into a loyal customer by
Letting the customer know about sales events
Offering to ship items directly to the customer
Mentioning services he may not be aware of
All answers are correct
When something goes wrong or a product does not performan 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
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
Make some comment to indicate you have read it
Which of the following are examples of open-ended questions?
Can I help you?
Do you like blue or brown?
What features are important to you?
Is this all for you today?
What should you do to demonstrate a customer-service mindset in the following situation: An irate business customer yells at you because of a billing error.
Get as upset as the customer.
Find out what caused the mistake.
Blame the billing department
Call the person’s supervisor to complain about the customer’s attitude.
How would you handle a situation where a customer wants a brand that you don’t carry?
Convince him that your brands are better
Tell him that he won’t find anything better than what you have
Get permission from him to show the items you do have that meet his needs
Smile and listen politely, but don’t tell him you don’t have his brand; show him your items anyway
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 a gneral, neutral comment you can make if customers ask you about a warranty
How does self-control help you think clearly?
By helping you to be defensive.
By helping you to deal with criticism
By helping you to be objective
By helping you to deal with co-workers
When customers enlist you as their personal shopper, they probably should expect
Special discounts
To save time and effort looking for items themselves
You to be available at all times
What do customers expect business employees to be?
open-minded
goal-oriented
self-serving
well-informed
Which of the following most often helps to create an individual’s personal code of ethics:
Upcoming advertisement
Sales forecasts
Past learning experiences
Planned training sessions
A customer who is very angry about a mistake in an order is yelling at Mark on the telephone. Self-control will help mark to handle the situation by
finding out who made the mistake.
listening without interrupting.
stopping customers’ angry speech.
preventing the mistake from recurring.
