WorksheetsCustomer Service - Unit 2
Total questions: 10
Worksheet time: 5mins
Which of the following does not describe a product feature? price, flavor, color, texture
texture
price
color
flavor
Which of the following is a valid reason for you, as an employee, not to escort a customer to the location of a product that they've asked to see?
The location is on the other side of the store, so it would be a long walk for you.
You're not sure exactly where the product is located.
You're working with another customer and can't leave your area.
The customer doesn't seem likely to be able to afford the product.
What's the best way to respond when a customer asks a question about a product and you don't know the answer?
Give your best guess answer and let the customer figure it out from there.
Suggest that the customer consider an alternative product that you are more familiar with, so you can better answer the customer's questions
Admit that you don't know the answer and take the customer to a coworker or supervisor who can help
Look for information on the product's packaging or on relevant signs
The type of mindset that best helps you grow and learn as an employee is called:
fixed mindset
growth mindset
sales mindset
retail mindset
The type of mindset that limits your ability to grow and learn as an employee is called:
retail mindset
product mindset
growth mindset
fixed mindset
A good way to help a customer form a good impression about you even before you interact with them is to:
Be sure to always look busy
Use nonverbal communication, such as having confident posture and making eye contact
Call out to the customer to get their attention
Approach the customer as soon as you see them, anywhere in the store
Which of the following describes a type of question that cannot reasonably be answered with "yes" and "no"?
A leading question
An open question
An open-ended question
A closed-ended question
Which of the following describes a type of question that is designed to elicit a "yes" or "no" answer?
A leading question
An open question
An open-ended question
A closed-ended question
Which term best describes hearing and understanding what a speaker is saying out loud and any messages suggested behind the words?
Patient listening
Foundational listening
Active listening
Passive listening
Which of the following is the best way to demonstrate that you have understood a customer?
Restate and summarize their needs
Ask the customer to repeat what they said
Restate the customer's exact words
Ask the customer a follow-up question
