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WorksheetsCSSCS Review
Total questions: 20
Worksheet time: 2hrs 40mins
A customer comes into your store, marches to the register and stands with arms crossed and and jaws clenched. From their nonverbal cues what could you possibly expect from this interaction.
They are coming to give you praise for a job well done.
They have a complaint.
They want to invite you out for lunch.
They are the next contestant on the Price is Right.
In order to actively listen, what skills should you NOT demonstrate?
Focus fully on the speaker.
Avoid seeming judgmental.
Make the speaker feel heard and understood.
Change conversation when you become uninterested.
A customer wants to return a broken item. Ravi, a store employee, responds with
"It is your fault it broke."
“I will give you a full refund. Our store’s merchandise breaks often.”
“I understand your frustration. Let me obtain some information from you, and let’s see what we can do about it.”
“I am not authorized to refund used products, but I’ll make an exception.”
Which type of retailing offers customers a seamless customer experience using technology?
Multichannel Retailing
Omnichannel Retailing
Amina would like to purchase a car and is reading car reviews, what part of the 5 Stage Decision Making Process is she on?
Purchase
Post-Purchase Evaluation
Need Recognition
Information Search
Which of the following describes a communicator who values relationships and connection?
Personal
Intuitive
Analytical
Functional
What is Customer Service?
Process of selling products and/or services to customers to earn a profit.
The support you offer your customers both before, during, and after they buy and use your products or services.
Process of selling services to customers to earn a profit.
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want-when, where, and how.
Kaia, an airline customer service agent, answers telephone calls from customers. The first thing Kaia does is
greet the customer and introduce herself by name.
try to solve the customer’s problem
determine where the customer lives.
place the customer on hold.
In a video store, a DVD that sells for $15 is marked, "10% off". What is the discount? What is the sale price of the DVD?
The discount is $2.50 and the sale price is $13.50.
The discount is $.50 and the sale price is $15.50.
The discount is $1.00 and the sale price is $14.00.
The discount is $1.50 and the sale price is $13.50.
In a bicycle store, a $500 bicycle is marked, "Get a 30% discount." What is the sale price of the bicycle?
$150
$250
$350
$500
A customer total for their purchase is $14.86 and they hand you a $20 bill, 3 quarters, 1 dime and 1 nickel. How much change do you owe them?
$6.00
$6.04
$4.86
$5.14
When putting a customer on hold you should
ask for permission
estimate the hold time
provide updates
all of the above
If a customer does not have a clear picture of what she wants, the sales associate should:
A. Point out the product that sells the best
B. Ask questions that can be answered “yes” or “no” to quickly narrow the options
C. Demonstrate the sales associate’s personal favorites
D. Ask open-ended questions to determine the customer’s needs
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:
A. That the delivery people were courteous and careful
B. If the customer really liked the deal you gave him
C. If the customer has any friends that might like the item
A new customer comes into your department, but you are helping another customer. You should:
A. Focus all your attention on your current customer
B. Let the new customer wait his turn until you have completed your current sale
C. Acknowledge the new customer’s presence with eye contact and/or a brief comment that you’ll be right with him
D. Help the customer who looks like he will spend the most money
When working with customers with disabilities be sure to take your time, be patient, and:
A. Speak loudly, using a lot of hand gestures
B. Let the customer help you understand their needs
C. When you can, make decisions for the customer
When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don’t want them to come back again
Even if your company’s return policy restricts what you can do for the customer, you should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. 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
C. Do what the customer asks; management will have to support your decision
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 by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you'll be right back and answer the phone
When providing a service to customers with disabilities, you usually should not provide physical assistance unless it has been requested.
True
False
