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WorksheetsNRF Customer Service & Sales Chp. 2 Review
Total questions: 38
Worksheet time: 22mins
___________ is information learned and used to help customers understand how a product or service will meet their needs.
Product Knowledge
Product Features
Company Brand
Brand Promise
True or False
The assortment of products and/or services offered for purchase by a retailer is an important part of their brand promise to customers and their competitive edge in the marketplace.
True
False
True or False
Products are physical goods
True
False
True or False
Services are intangible actions
True
False
Product (a) can be touched, tasted, seen, smelled and/or heard.
Choose ALL that apply-
Product features include things like:
color
flavor
scent
size
True or False
Product and service benefits are the advantages that make a certain product or service a good choice for the consumer.
True
False
Choose ALL that apply.
Retail employees use product and service knowledge to:
Assist customers in locating products within the store.
Provide general information to answer customer questions.
Offer customers extensive information about products and services.
To know which items to use their discount on.
The best way to assist a customer who asks for help locating a product is to:
Physically take them to its location.
Tell them where it is.
The best way to assist a customer who asks for help locating a product is to:
Ask how you can further help them.
Tell them where to find you if they have questions.
The best way to assist a customer who asks for help locating a product is to:
If they need more assistance, either continue to help, or if appropriate, introduce them
to someone working in the area.
Call someone who works in the area
True or False
Retail employees who work in selling areas should be able to provide general information about
products and services, at a minimum.
True
False
Choose ALL that Apply.
An in-depth understanding of product attributes might include:
Product history
Comparison to competitor products
Styles, colors, models, and materials
Warranty, delivery, and repair options
Which of the following does not describe a product feature?
Price
Flavor
Texture
Color
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 customer doesn't seem likely to be able to afford the product
You're not sure exactly where the product is located
You're working with another customer and can't leave your area
He customer doesn't seem likely to be able to afford the product
What's You're working with another customer and can't leave your area the best way to respond when a customer asks a question about a product
and you don't know the answer?
Admit that you don't know the answer and take the customer to a coworker or supervisor
who can help
Give your best-guess answer and let the customer figure it out from there
Suggest that the customer consider an alternate product that you are more familiar with,
so you can better answer the customer's questions
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:
A fixed mindset
A growth mindset
A product mindset
A retail mindset
The type of mindset that limits your ability to grow and learn as an employee is called:
A fixed mindset
A growth mindset
A product mindset
A retail mindset
True or False
You can influence how customers perceive you before you ever say a word
True
False
True or False
Show the customer that you will assist them in the style they prefer instead of a style that you may prefer.
True
False
True or False
Open-ended questions cannot be answered with "yes" or "no."
True
False
True or False
Closed-ended questions are designed to get you a short or yes/no answer.
True
False
True or False
Open-ended questions begin with the words who, what, when, where, why or how.
True
False
True or False
Closed-ended questions are designed to get you a short or yes/no answer.
True
False
______ _________ means that you are hearing and understanding what a speaker is saying out loud and any messages suggested behind the words.
(a)
Choose ALL that apply
Active listening requires:
Concentration to avoid thinking about what the customer, or you, will say next.
Monitoring your body language to maintain eye contact, controlling your facial expressions
and not crossing your arms, slouching or turning your body away from the customer.
Patience: Don't interrupt the customer unless it is necessary to do so in order to ask a question.
Respond immediately before they finish speaking so you can actively assist.
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
Call out to the customer to get their attention
Use nonverbal communication, such as having confident posture and making eye contact
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" or "no"?
A leading question
An open-ended question
A closed-ended question
A closed 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
True or False
Employees who deliver quality customer service experiences using in-depth product knowledge can gain a customer's trust and loyalty, resulting in current and future sales.
True
False
True or False
Retail employees may serve customers who saw an item on the company website that is not available at their store. Associates need to be prepared to explain this to customers and offer options to help them locate and/or purchase the merchandise online.
True
False
Choose ALL that apply.
Training and product knowledge resources are available through:
Apps and QR Codes
Customer Feedback
Workbooks
Online courses
Choose ALL that apply.
Training and product knowledge resources are available through:
Group Classes
Product Labels and Packaging
Discussions with supervisor
learning on-the-job
True or False
Product and service benefits are the advantages that make a certain product or service a good choice for the consumer
True
False
True or False
Product location awareness is the most basic level of product knowledge, but is very important to the customer's experience.
True
False
It's important to seek and fully participate in company-provided training opportunities, which often include
role-plays
video games
obstacle courses
gauntlet
It's important to seek and fully participate in company-provided training opportunities, which often include
product competition
simulated conversations between employees and customers
client workbooks
itinerary
