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WorksheetsCustomer Service- Review #2
Total questions: 37
Worksheet time: 19mins
What question should sales associates ask themselves when studying competitors' products and services?
"What can I tell customers about competitors that will make my company sound better?"
"What is misleading about the competitors' prices or services?"
"Why would I buy my own company's product or service over a competitor's?
"How can I convince customers that competitors do not offer good customer service?"
An experienced stylist sees a new shampoo person about to use a certain conditioner on a customer. The stylist knows the customer is allergic to that conditioner. Which of the following should the stylist do?
Speak to the shampoo person before he uses the conditioner on the customer.
Move quickly to the shampoo area and offer to finish with the customer.
Ask the customer if the shampoo person was told about the allergy.
Tell the shampoo person not to use the conditioner on that customer's hair again.
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 3 weeks ago. The store has a 14-day sales price adjustment policy. She wants a credit for the price difference. The associate should:
Suggest that the customer pay more attention to the sale dates in the future.
Suggest that the customer return the coat, then buy it again at the discounted price.
Tell the customer there is nothing the associate can do to help her and move on to the next customer.
Ask the customer to wait while the sales associate asks the manager for approval.
Which of the following is the BEST reason for a sales associate to test and sample a product before it goes on display?
To learn how to push slow-moving products and not lose a sale.
To impress customers by demonstrating knowledge and expertise.
To warn customers about products that are difficult to assemble.
To make it easier to demonstrate and sell products.
A sales associate completes an online training class for a store's new MP3 players, but she cannot remember how long it takes to charge the batteries. What should the sales associate do?
Review the online class again.
Check the internet when the sales associate goes home.
Plug the display unit in and time how long it takes to charge.
Ask a friend that has a similar MP3 player.
What is the sales associate's goal when asking a customer, "If you could describe the ideal software to solve your business problems, what would you like it to do for you?
To prompt the customer to purchase software that same day.
To understand the customer's overall need.
To determine the customer's knowledge of available products.
To determine if the product is available within the store.
What is the MOST important information a sales associate should look for when studying the store's competition?
Product sale and sale-timing information that the competing store places on websites and in newspapers.
Flow of the competing store, including product displays, and the location of cash registers and service desks.
Selling techniques and product demonstrations employed by sales associates at the competing store.
Product details and specifications offered by the competing store, such as brand, price, size, and warranty.
In the customer service curriculum, what does the acronym "CRAVED" refer to?
How customers want you to help them to get what they need
Hot products that theives tend to steal more often than other products
Products that aren't valuable to thieves
What customers crave from employees
Why should a store allow a customer to return or exchange a purchased item, as long as the transaction is within the store's defined policy?
The customer may become angry otherwise, and it is important to keep the customer calm.
It is less expensive to accept an exchange or return than to deny the customer that option.
Accepting returns or exchanges lowers the possibility of losing a dissatisfied customer forever.
The store will attract more customers because of its return/exchange policy.
An associate begins to help a customer he believes is next to be served. A second customer interrupts by saying that she should be next. The sales associate's BEST response is:
Allow the 2 customers to determine who should be helped first.
Assure the 2nd customer that he will help her as soon as possible and proceed to help the other customer.
Direct the second customer to an associate in another department.
Try to find another sales associate to help one of the customers.
Three customers enter a store together. A sales associate saw them earlier in the week, but none of them made a purchase. The sales associate would like to ensure that they are not shoplifting. Which of the following is the BEST approach for the sales associate to take in this situation?
Greet them and offer to help them find what they are looking for.
Contact a supervisor or loss prevention while avoiding direct contact with the customers.
Kindly ask them to leave the store.
Immediately call the police and keep an eye on them while they are in the store.
A customer approaches a sales associate at a sporting goods store for help with purchasing a golf driver. The customer wants to be sure that the driver fits his height and price range. What approach should the sales associate take to ensure that the customer buys the correct golf driver?
Discuss additional services that the store offers.
Show the customer the most expensive driver.
Send the customer to a store with a larger selection.
Ask questions and observe the customer.
A customer is looking at televisions. What is the BEST question for the associate to ask the customer?
"Are you looking for anything special?"
"What features are important to you?"
"Is this for you, or is it a gift?"
"May I show you some televisions that just arrived?"
Which of the following statements about warranties and customer service is TRUE?
Warranties have no place in a sale when commissions are part of the associate's pay structure.
The associate is usually the first point of contact when a customer is not satisfied with a purchase.
Product warranties need not be made available until after a purchase has been finalized.
Associates are not responsible for understanding warranties and how to process claims.
Which question would be BEST for gaining customer feedback that could be used to improve future shopping experiences?
"How do you prefer to be notified about our promotions?"
"Do you follow us on any social media websites?"
"What did you like best and least about this store?"
"Where else have you shopped for this item?"
A customer approaches a sales associate and asks for a brand of vitamins advertised on the store's website as "buy 2, get 1 free." The sales associate is familiar with the promotion but knows that the generic brand of those vitamins is also on sale. Which of the following is the associate's BEST response?
"Those vitamins have been very popular this week because of the sale! I'm not sure that we have any left, but if we do, you will find them in Aisle 6. Let me know if you don't see them, and I will come help you look."
"The offer is only for the brand-name vitamins in Aisle 6, and the sale ends on Saturday. Make sure you pick up 3 of the exact same bottles, or you won't get the discount. Customers have been making that mistake all day."
"That offer is only good for a few more days, and you can find those vitamins in Aisle 6. Make sure you choose the brand-name vitamins because the 'buy 2, get 1 free' offer is only on those specific vitamins."
"Yes, the offer you saw is on the brand-name vitamins and is valid all week. There is also a sale on the generic brand of those vitamins that may show you even greater savings. How do you feel about the generic brand?"
What is the MOST effective way to determine a customer's price range for an item?
Listen closely to the customer's responses to questions regarding price.
Watch the customer's body language when showing the customer a price tag.
Ask how much of weekly income the customer can spend on the product.
Expect that if the customer likes the quality, price will not be an issue.
A customer is looking for a home security system. A sales has shown the customer several systems, but the customer keeps responding with various objections. What is the BEST way for the sales associate to determine which system matches the customer's needs?
Ask a combination of open and closed ended questions to understand the customer's objections.
Acknowledge the customer's objections while continuing to show different systems in a variety of price ranges.
Repeat the customer's requirements to prove that the various systems meet the customer's needs.
Provide more information on the features and benefits of the systems already presented.
What is the BEST way to explain the features of a product?
Give contact information of customer services.
Review the owner's manual with the customer.
Show the customer the product in action.
Refer the customer to a DVD demonstration of the product.
A preferred customer is at the register collecting a gift from a mailed promotion. The next customer in line wants a gift also and is getting angry. Which of the following should the associate do?
Process the sale and insert a customer feedback/
complaint form in the bag.
Apologize to the customer and complete the sale as quickly and efficiently as possible.
Offer a gift to keep it quiet so as not to upset the other customers.
Explain the qualifications to be a preferred customer and how to receive free gifts.
Why is it important for a sales associate to know how a store's products compare to the products of competing stores?
To inform customers where they can find the best products at the best prices.
To plan for future purchases when the competitors' products will be on sale.
To explain why customers should avoid purchasing competitors' products.
To highlight the differences between the store's products and those of the competition.
What is the FIRST thing a sales associate should do when asked by a customer to make an exception to store policy?
Explain that company policies cannot be altered.
Ask an immediate supervisor to approve the exception.
Find a co-worker who will process the exception.
Try to find out if any competitors offer the same exception.
A customer is waiting for a new sofa to be delivered. The delivery was scheduled for between 9am and noon. At 1pm, the customer calls to report that the sofa has not been delivered and she must leave the house. How should the customer service associate respond?
Tell the customer to call the delivery department to reschedule delivery.
Tell the customer that she should have called earlier so the associate could deal with the problem.
Explain to the customer that deliveries often run behind schedule.
Apologize and arrange to deliver the sofa at the next convenient time for the customer.
A small business owner explains to a sales associate that the business has grown faster than expected and says that a new computer is needed to handle several expanded business functions. The customer begins looking at a few low-cost computers. However, after interacting with the customer, the associate concludes that a more expensive computer would better meet the needs of the business and allow for future growth?
Which is the BEST strategy for the associate to use when providing this recommendation to the customer?
Explain that the more expensive computer can be returned for a full refund if the features do not accommodate the growing business.
Explain that the features and long-term benefits of the more expensive computer will save money and allow for future growth.
Show that the features of the customers current computer are vastly inferior to those of the more expensive computer.
Demonstrate that the more expensive computer can perform a larger variety of tasks than the owner's current computer.
A customer calls the store about a purchase she made, which was advertised for less at a direct competitor's location. The customer asks for a price adjustment on the item, and the sales associate is not sure how to respond. Which of the following is the BEST response for the sales associate to give the customer?
"Thank you for calling, I am not able to answer your question; however, let me give you the number of our corporate office."
"This happens all the time; let me take your name and phone number and ask a manager to contact you."
"I understand your concern. Please hold while I get someone to assist you right away."
"I realize that you are upset; however, there is nothing our company can do to help you."
What is the FIRST thing a sales associate should do when a customer has a problem with a product?
Thank the customer for bringing the problem to the store's attention.
Call a manager for assistance.
Return the product for the customer.
Tell the customer that he or she is not familiar with the product.
A customer calls to order a bouquet of tulips from a florist. Tulips are out of season, and the florist will not be able to order them for three months. Which of the following is the associate's BEST course of action?
Offer different flowers and notify the customer when tulips are available.
Provide phone numbers of other local florists who might currently carry tulips.
Ask the customer to call back when the owner is available.
Tell the customer that tulips are impossible to order at this time of year.
A sales associate calls an important customer and is told, "You've called at a bad time." Which would be the BEST response by the associate?
Try to continue the conversation.
Offer to schedule a second call.
Explain that the call will be short.
Ask the customer to call back.
How can a sales associate BEST use the data in a customer relationship management (CRM) system to improve customer satisfaction?
Ask customers to sign in to the system and identify brand preferences.
Email customers to alert them of sales on their favorite brands.
Send thank-you notes to customers who spent more than a certain dollar amount.
Offer free gifts or promotional items to customers who purchased a new brand or label.
How should a sales associate handle an upset customer who insists on speaking with a manager but will not explain the problem?
Call a manager for assistance.
Insist that the customer explain the problem before consulting a manager.
Express self-confidence in being able to take care of the customer's needs.
Ask a co-worker to pretend to be the manager.
What product display method would be the BEST for a bulk discount store selling a new pizza to customer?
End of aisle
Illustration
Taste test
Product comparison
A customer in a sunglass store would like some help buying a new pair of glasses. After selecting a $100 pair, the customer is concerned that the lenses will scratch. How should the associate respond to this question?
Offer an alternative pair at a cheaper price.
Inform the customer that the lenses may scratch and suggest not buying them if concerned.
Ask the customer to consider contact lenses with sun protection.
Tell the customer that each pair comes with a one-year warranty covering damage to the lenses.
Which of the following reasons BEST represents why sales associates should actively participate in company-provided training?
To feel more confident performing role plays in front of co-workers.
To prove to the company a commitment to a career in retail.
To learn new skills and knowledge used to provide exceptional customer service.
To achieve certification status for sales and service knowledge.
A customer calls a banking call center to report that the ATM fees on his account are incorrect. During the call, the call center's computer system goes down, making it impossible to check the customer's account. What should the call center associate do?
Tell the customer to try calling in about an hour when the system may be working.
Put the customer on hold in hope that the computer system will be working soon.
Suggest that the customer use online banking instead of the call center.
Offer to call the customer back when the computer system is working.
What is the BEST way to assist a customer who has developmental disabilities with purchasing items in your store?
Explain the procedures for purchasing products at your store.
Direct the customer to the aisle where the products are located.
Explain complex tasks one step at a time.
Speak loudly to the customer until the customer understands how to purchase items.
An associate in a home improvement store is asked by a customer to cut some shelving to fit the measurements of his master bedroom closet, a service that the store freely provides. If the associate has never cut shelving before, which of the following BEST represents an appropriate response to the customer's request?
Politely request that the customer go to the service desk and ask for the cutting specialist on duty.
Let the customer know that the associate will be happy to find a co-worker or supervisor to assist in cutting the shelving.
Take initiative and figure out how to use the cutting equipment to cut the shelves to the desired specifications.
Apologize for not having been trained on the equipment and explain that the shelving will need to be cut elsewhere.
A sales associate sees a customer looking at a dress 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?
"Would you like to purchase any accessories with that dress?"
"We're almost sold out. I have sizes 10 and 12 left. Which would you like?"
"Would you like me to bring one to the fitting room for you to try on? What size would you like to try on?"
"How much are you planning to spend?"
