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WorksheetsNRF Customer Service Final Practice
Total questions: 57
Worksheet time: 43mins
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
When the customer presents you with a problem, you should ask her:
How she would like the situation solved
Who is at fault in the situation
If she stops at your store on a regular basis
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
Showing respect for a customer's business card means you should:
Make some comment to indicate you have read it
Never write on it
Put it in your purse or wallet for safe keeping
You should keep your client records up-to-date and notify customers of merchandise you know is of interest to them.
True
False
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
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
Showing the customer that you and your store stand behind the products and services you sell:
Limits the profit on some items
Encourages customers to return items more frequently
Shows a professionalism that builds customer loyalty
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 appreciate 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
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
Convince the customer he doesn't need it anyway
Immediately refer him to a competitor
Inform him of the drawbacks of the product he is seeking
When working with customers with disabilities be sure to take your time, be patient, and:
Speak loudly, using a lot of hand gestures
Let the customer help you understand his needs
When you can, make decisions for the customer
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
Free coffee and doughnuts, and a clean restroom
Sales associates who look snazzy and take turns helping customers
An enjoyable atmosphere and super service
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:
That the delivery people were courteous and careful
If the customer has any friends that might like the item
If the customer really liked the deal you gave them•
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
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
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
Which of the following steps will help you keep commitments 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
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 clothing
Standing behind your cash register and waiting for the customer to come to you
Shaking the hand of each customer
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?
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Make the exception, but only if the customer promises 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
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
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?
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
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
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
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
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
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 size 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
When customers come to you with complaints, you need to:
Satisfy the customer
Provide service to as many customers as you can
Meet your quota each month
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
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 customer 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
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
To help build customer loyalty, you should:
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
A and C
Which of the following might be acceptable techniques for directing a customer to the Customer Service 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."
A and C
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
Which of the following statements best describes why a client record system is called a "living" record?
It should be accessible to anyone who wants to read it
You should constantly refer to it and update it with new information
You will spend more time maintaining your records than you do actually serving customers
Keeping records about customer preferences:
Will make customers suspicious of your ability to remember details
Requires an expensive computer system
Can help you provide more personalized service to returning customers
You should make sure that, in your absence, other sales associates do not have access to information about your special orders.
True
False
