WorksheetsNRF Customer Service Practice Quiz #7
Total questions: 13
Worksheet time: 7mins
What are the PRIMARY types of retail training for sales associates?
Accounting procedures and stock management
Product knowledge and company procedures
Special orders and delivery scheduling
Vendor relationships and site locations
You are working with an in-store customer to determine a delivery date. Two of your three phone lines ring. What should you do?
Ignore the phone and let another associate answer the call
Reassure your in-store customer that you will get right back to her and try to help the customers on the phone quickly
Excuse yourself. Answer the phone Immediately and ask the caller to hold, then finish with the customer in front of you.
Excuse yourself. Answer the calls and give the customers an alternative number to call for assistance
Horizon electronics is launching a new ali-in-one product. The product can be used to play music, watch movies, check email, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor's store. How should you prepare for the large amount of clients asking about this product?
Test the item on display making sure you can explain how to use each feature
Remind customers they can return the item if its too difficult to use.
Rely on one of your co-workers to help you answer questions as he just bought the product for himself.
Tell customers that they can call Horizon Electronics directly to answer questions about how to use the product.
A customer enters a store looking to purchase a new refrigerator as a gift for someone who just bought a new home. The customers wants to ensure that the refrigerator will not be a financial burden in the event of needed repairs. The customer also explains that the refrigerator will be the recipients' first major appliance so extra features probably would be more confusing than helpful.
Basic model that includes extended warranties and service plans
Basic model that offers various features and limited lifetime warranties
High-end model that includes extended warranties and service plans
Various models with various features and extended warranties and service plans
Why is it important to understand the customer's needs when presenting alternative or additional products for consideration?
The sales associate can better tell the customer which product to buy.
The customer's objections can be minimized which will speed up the sale.
The customer may not know about all of the available options
The sales associate can better move slow-selling items.
George explains that he can no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new monitor. What should the sales associate do?
Ask George how and when the problem with poor eyesight developed
Lead George by the arm to the computer monitor area
Suggest that George consult an eye-care specialist before buying a new monitor.
Demonstrate the features of monitors that may be suitable.
Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sals price adjustment policy. She wants a credit for the price difference. The associate should:
Tell the customer there is nothing the associate can do to help her and move on to the next customer.
Suggest that the customer return the coat
Suggest that the customer return the coat, then buy it again at the discounted price.
Ask the customer to wait while the sales associate asks the manager for approval.
A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the BEST way for sales associates to prepare for the launch?
Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.
Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.
Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics.
Ask co-workers if they have used the cosmetics and ask what whas liked or disliked about each product.
Why should a sales associate offer additional services to customers?
Services can improve the customer's experience with the products
Services have much higher profit margins than products.
Services ae designed to improve the quality of products.
Services guarantee repeat business with the customer.
What is the FIRST thing a sales associate should do when asked by a customer to make an exception to store policy.
Ask an immediate supervisor to approve the exception
Explain that company policies cannot be altered
Find a co-worker who will process the exception
Try to find out if any competitor offer the same exception.
A customer calls to find out whether the product he ordered has arrived at the store. Which of the follwiing is the BEST way for the sales associate to respond to the customer's request.
Thank the customer for the call and tell him a convenient time to call back
Take the customer's name and number and tell him you will call back when you are able to reach a manager.
Ask the customer if he would prefer to hold or have you call back with the information.
Ask the customer if you can place him on hold in order to check and verify the request.
What are the Best steps to take if a customer's expectations are not met?
Apologize for the issue and show the customer the store policy for returns and exchanges
Listen, acknowledge the problem, ask questions, and determine a solution the and the store can agree to
Answer each point of the customer's complaint while referring to store policy as needed.
Get a supervisor or manager involved, apologize for the problem and provide a refund to quickly resolve the issue.
A customer places an order over the Internet for a bouquet of flowers for Valentine's Day. When the bouquet arrives a day late and wilted, the angry customer calls the Internet source to complain. How should the associate respond.
Send the customer a coupon for a future purchase
Apologize and send out another bouquet at now charge.
Tell the customer that nothing can be done about the bouquet because Valentine's Day is over.
Apologize and offer to either refund the customer's money or send out another bouquet at no charge.
