WorksheetsCustomer Service Study Guide
Total questions: 100
Worksheet time: 3hrs 32mins
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
Which of the following are appropriate reasons for
following up with a customer?
You are curious whether a gift your customer pur-
chased 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
Customer follow-up is always a good idea, no matter
what the situation
True
False
How would you handle a situation where a customer
wants a brand that you don't carry?
Convince him that your brands are better
Get permission from him to show the items you do
have that meet his needs
Tell him that he won't find anything better than what
you have
Smile and listen politely, but don't tell him you don't
have his brand; show him your items anyway
Tell him you don't carry that brand then excuse
yourself to serve someone else
When the customer presents you with a problem, you
should ask her:
How she would like the situation solved
If she stops at your store on a regular basis
Who is at fault in the situation
Showing respect for a customer's business card
means you should:
Put it in your purse or wallet for safe keeping
Make some comment to indicate you have read it
Never write on it
If you don't have a warranty manual available or are
unsure about a warranty answer, a resource to consider is co-workers or your supervisor.
true
false
You should keep your client records up-to-date and
notify customers of merchandise you know is of interest to them.
true
false
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 that you think she should wear
Select only items that fit her interest
To keep the lines of communication open, the best
question to ask:
Are the ones that are able to direct the customer to
a decision
Are the ones that can be quickly answered with a
"yes" or a "no"
Are structured to save the customer's time
Begin with who, what, where, when, how, or why
You should record basic information that allows you
to stay in touch with customers and specific information that reminds you of their purchases and preferences.
true
false
It is important to build a relationship with your customer. In the first few seconds after you notice the customer's arrival, you should:
Find your sales book and get it ready for your next sale
Make sure your clothes are neat and you look professional
Tidy up the product display before showing it to the customer
Greet the customer and make him feel welcome
Most customers respond favorably to the hard sell
technique because it shows them your belief in the
product.
true
false
Which of the following are good reasons to ask customers for their business cards?
So you can build up your client records with names
of potential customers
So you can claim these customers as your own and
keep co-workers from making sales to them
To learn more about them so you can suggest items
that you think they can afford
When customers show interest in an upcoming
event and you offer to remind them
Showing the customer that you and your store stand
behind the products and services you sell:
Shows a professionalism that builds customer loyalty
Encourages customers to return items more frequently
Limits the profit on some items
When giving service to a person with developmental
disabilities, it may be helpful to explain complex tasks
one step at a time.
true
false
You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.
true
false
Keeping records of customer complaints and the
methods used to resolve them will help you resolve
similar situations in the future.
true
false
If a customer walks directly to an item, this may indicate that he:
Knows what he wants and would probably appreci-
ate quick, efficient service
Just wants to look at the item and has no interest
in buying
As a sales associate, you can help build trust by
making sure customers understand and benefit from
the product warranties.
true
false
When using the T.H.A.N.K.S. method, "K" stands for:
"Keep asking what the customer wants, even when
the solution is obvious to you"
"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"
If your store does not offer the particular product of
service the customer is looking for, your first option should always be to:
Suggest alternatives that your store does carry
Inform him of the drawbacks of the product he is
seeking
Convince the customer he doesn't need it anyway
Immediately refer him to a competitor
When working with customers with disabilities be
sure to take your time, be patient, and:
When you can, make decisions for the customer
Let the customer help you understand his needs
Speak loudly, using a lot of hand gestures
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
Sales associates who look snazzy and take turns
helping customers
Free coffee and doughnuts, and a clean restroom
When using the T.H.A.N.K.S. method, "T" stands for
"Thank the customer for bringing the problem to your
attention."
true
false
If an appliance or computer is being shipped, you
might call the customer to be certain it was delivered
on time and in good condition and:
If the customer really liked the deal you gave him
If the customer has any friends that might like the
item
That the delivery people were courteous and careful
In preparing a resource list for your customers, you
should consider including:
Local companies that have complementary services
to the products you sell
Phone numbers that customers have requested in
the past, such as a taxi service
Information about companies you recommend, such
as repair shops
all of the above
Turn your phone interaction into a loyal customer by:
Letting the customer know about sales events
Mentioning services he may not be aware of
Offering to ship items directly to the customer
all of the above
You should go out of your way to make customers
with disabilities feel like they don't have to do anything.
true
false
When customers return merchandise, you should:
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
Make sure they have a good reason for doing so
What portion of the general population may have
disabilities which are not obvious and may be difficult
to perceive?
One-third
Two-thirds
One-fourth
Keeping records about customer preferences:
Can help you provide more personalized service to
returning customers
Will make customers suspicious of your ability to remember details
Requires an expensive computer system
Referring a customer to a competitor will likely result
in:
The customer seeking you out for future needs
The customer never returning to your store
A lost sales opportunity for you
none of the above
When using the T.H.A.N.K.S. method, "A" stands for
"Appear interested in the problem, but excuse your-
self if another customer comes in."
true
false
Which of the following steps will help you keep com-
mitments to customers?
Promising customers you will find the items they
request
Calling customers back only when you can find the
requested item or information
Immediately stopping whatever you're doing to take
care of phone customer requests
Calling customers back in a timely manner
Three ways to create a positive impression of you
an the store include: Complimenting the customer's
taste; assuring the customer that he is the expert;
and:
Stating that the products in your store are far better
than those in other stores
Suggesting that he buy "top of the line" products
Indicating that based on your professional product
knowledge, you feel his purchases are worthwhile
If your company does not have a manual that describes all the major product warranties, you should:
Decide on a general, neutral comment you can make
if customers ask you about a warranty
Avoid talking about warranties with your customers
Create your own by making copies of the various
product warranties and related information
A new customer comes into your department, but you
are helping another customer. You should:
Focus all your attention on your current customer
Let the new customer wait his turn until you have
completed your current sale
Acknowledge the new customer's presence with eye
contact and/or a brief comment that you'll be right
with him
Help the customer who looks like he will spend the
most money
Projecting a professional and friendly image includes:
Behaving in an alert and courteous manner
Dressing in expensive, professional looking cloth-
ing
Standing behind your cash register and waiting for
the customer to come to you
Shaking the hand of each customer
You should acknowledge customers with disabilities
by making eye contact, smiling, and extending a
greeting.
true
false
When customers request any of the service "extras"
your store offers:
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 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 give
them that amount of time
Which of the following are examples of open-ended
questions?
Is this all for you today?
Do you like blue or brown?
What features are important to you?
Can I help you?
Personal shopping services may be appropriate for
which of the following customers? Choose ALL that apply.
A shopper who says she just wants to browse
A shopper who asks you to help select gift items for
the holidays
A customer who is in a hurry and does not have time
to look for specific items
According to market research, what percentage of
customers are likely to spend more if the sales asso-
ciate is helpful?
25%
32%
45%
When providing a service to customers with disabil-
ities, you usually should not provide physical assis-
tance unless it has been requested.
true
false
When your customer asks you to make an excep-
tion to the company policy regarding warranties, you
should probably:
Make the exception, but only if the customer promis-
es to make additional purchases
Check with your immediate supervisor or manager
Tell him you do not make exceptions
As a customer service professional, the best way for
you to remember your regular customers' interests is
to keep a written record of the vital information.
true
false
If you find yourself having to resolve a very difficult
issue, you may want to:
Get help from a more senior employee
Ask the customer to come back another time
Tell the customer that he is being unreasonable
Acting as a personal shopper:
Can add interest and challenge to your job
Should be avoided since it takes you away from
other customers
Does not require any special skills or talents
The company's return policy is clearly displayed, it is
not necessary to mention it to the customer at the
time of the sale.
true
false
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
Set aside some items you think the customer will be
interested in
Keep your appointment book with you at all times so
you don't double-book yourself
all of the above
To assist your customers in a personal way, you
should become familiar with:
Resources in and near your store
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the
district
When using the T.H.A.N.K.S. method, "S" stands for
"Solve the problem, or find someone who can."
true
false
Your manager should warn you in advance if you
will be giving service to a customer with significant
disabilities.
true
false
If you are making a follow-up call, it's a good idea to
call during the dinner hour to make sure you contact
the customer on the first try.
true
false
Which of the following are acceptable ways to ask a
customer's permission to provide alternatives?
We don't carry that specific brand, but may I suggest.
Is that the only brand you were interested in?
Is there anything else you were looking for?
We don't recommend that item. May I show you a
better product?
all of the above
When leaving phone messages for customers, you
should let them know whether it is important for them
to call you back or not.
true
false
The customer has said, "No thank you" when you
offered your help. Your next step is to back off for the
time being, but remain alert for a sign that you are
needed.
true
false
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
The date a special order is due
An upcoming sale
all of the above
Customer complaints should be welcomed because
they provide an opportunity to:
Do something different for a change
Get customers back to the store so they'll buy more
Learn about problems so improvements can be made
Learn who the potential "problem customers" are
You should match your store services with cus-
tomers who will appreciate them by paying attention
to each customer's unique needs and interests.
true
false
When something goes wrong or a product does not
perform as expected, provide the customer with a
quick resolution and:
An excuse for the product's failure
A cup of coffee
Service with a smile
The best way to talk to a new customer is to:
Flatter her--tell her she has taste and looks great
Interact as if you are old friends
Convince her that you know what is best for her to
buy
Match what you say and your tone of voice to her
personality
It's a good idea to offer customers several of your
business cards and ask them to hand them out to their friends
true
false
When fitting the products to the customer, you
should:
Ask questions that will help her define the right fit
Correct her if she tells you the wrong size
Creating customer loyalty is rewarding for:
The store
The sales associate
The customer
all of the above
If the customer isn't shopping alone, you can include
the rest of the party by:
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 shopping decision when he is alone and can
concentrate
Telling any children to behave themselves while
their parent makes this important decision
Communication is important! When providing service
to a person who is hearing impaired, you should:
Call over to your sales associates and tell then you have a disabled person to work with, would they
please take care of the other customers?
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
You can best determine the customer's needs by
gathering information through careful observation and by:
Telling the customer everything you know about
your products
Asking the customer thoughtful questions
Deciding the type of products you think the customer should buy
If you are shipping an item, it may be appropriate to
enclose a "Thank you note" with your business card
attached.
true
false
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
Bringing merchandise to an older or disabled customer while he sits down
Telling a customer about a lounge where she may
tend to her baby's needs
all of the above
Which of the following phrases might be appropriate
when discussing clothing size with your customer?
Have you worn this brand before? What size was most comfortable for you?
You look to be about a siz XX.
You wear a bigger size on the bottom than on the top.
How big are you?
When customers come to you with complaints, you
need to:
Listen carefully
Be patient
Get information
all of the above
To speed up the customer service process, you
should interact more with the accompanying
able-bodied person than with the shopper with disabilities.
true
false
You should make sure that, in your absence, other
sales associates do not have access to information
about your special orders.
true
false
If you do not have business cards, you can help the
customer remember you by:
Asking the customer for something on which to write your name and number
Writing "thank you" on the sales receipt and signing
your name
Telling the customer how many sales awards you
have won
Using your own name often in the conversation
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 customers to follow your advice
Your ultimate goal as a sales associate is to:
Satisfy the customer
Provide service to as many customers as you can
Meet your quota each month
As a sales associate, your goal is to:
Decide who's right or wrong
Keep the returns to a minimum
Keep the customer coming back
Even if your company's return policy restricts what
you can do for the customer, you should:
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
Consider alternatives, such as offering a discount coupon or a free sample
Which of the following statements best describes
why a client record system is called a "living" record?
You will spend more time maintaining your records
than you do actually serving customers
It should be accessible to anyone who wants to read
it
You should constantly refer to it and update it with new information
As a sales associate, you can influence a shopper's
decision to return to your store by making shopping
a more enjoyable experience.
true
false
When balancing service between phone customers
and those you may already be helping in the store,
you should:
Excuse yourself courteously from your in-store cus-
tomer saying that you'll be right back and answer the
phone
Move your in-store customer over by the phone and
help both customers at the same time
Tell your in-store customer that you need to get the
phone and she should look around for awhile
If a customer becomes abusive, you should probably:
Tell him he is being abusive and call security
Refund his money immediately
Contact your manager
When customers enlist you as their personal shop-
per, they probably should expect:
To save time and effort looking for items themselves
Several discounts
You to be available at all times
The warranty is an excellent tool for you to use to:
Prove that your company has the best price.
Explain your company's return policy.
Reassure the customer about a product's quality.
all of the above
In your client record system, you should record:
Customer purchases
Customer interests
Follow-up activities
all of the above
If a customer's business card includes a pager, e-mail
address, or fax number, ask him how he would prefer
to be contacted.
true
false
The best way to create customer loyalty is to listen
carefully, respond to the customer's needs, and give
good information.
true
false
To help build customer loyalty, you should: (choose ALL that apply)
Say what you'll do and be very clear on what you are
promising; make notes so you will remember (your response)
Not risk disappointing a customer by telling him
when you cannot make an exception
Make exceptions, but be sure to let the customer
know that you are making an exception and that your
actions do not reflect standard practices
The customer's return policy should always be clear-
ly displayed in writing.
true
false
It is appropriate to call the competition to make sure
they carry the item the customer is looking for.
true
false
Which of the following might be acceptable tech-
niques for directing a customer to the Customer Ser-
vice 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."
"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."
You should refrain from hovering, persisting, offering
judgments, or treating a customer with disabilities as
a child.
true
false
Which of the following items would NOT be an appro-
priate finishing touch to your service?
Send a postcard thanking the customer for letting
you help him select a gift for his wife
Send a handwritten note thanking the customer for
his business
Call the customer to make sure he is satisfied with his purchase
Give the customer your business card and encourage him to return to the store
Remember the customer's name and use it when he
comes in again
By becoming an expert at special orders, you may
benefit by:
Learning more about the products you sell
Learning more about customer needs and interests
Getting to know people in other departments
all of the above
If your company does not supply business cards, you
should:
Tell the customer that the company is too cheap to
give you business cards
Tell customers that they can find the store number
in the phone directory
Check to make sure creating your own will not vio-
late company policy
Tell customers your name and phone number and
offer them a pen to write it down
Once you have sent the product out for repair or ordered a replacement, your work is finished.
true
false
You should explain all warranty conditions to your customer at the time of purchase.
true
false
Any personal information a customer gives you becomes public knowledge and you may share it with other sales associates.
true
false
