WorksheetsCustomer Service Practice for Final 5
Total questions: 25
Worksheet time: 13mins
A sales associate at a nursery is working with a couple to choose plants for their home. The couple want to pay by check. It is store policy to verify ID when accepting a check. The couple asks the associate to accept the check without ID. What should the associate say?
I could get fired for taking a check without ID. Do you have another form of payment?
I’m sorry but I can’t process your purchase without ID.
I’ll make an exception this time but next time bring some ID.
We can hold your items while you get your ID or you may pay by credit card.
Why is it important for sales associates to study to products or services of the store's competitors, including their marketing materials (advertisements, fliers, television commercials, websites, etc.)?
To be sure that their own products and services are priced competitively
To be able to answer customers' questions about their own products compared to the competitors' products.
To see if the competitors have newer or more up-to-date products
To be able to refer customers to other stores
A customer is interested in purchasing a piece of furniture from the clearance section of a store. Store policy states that all sales of clearance items are final. The customer really wants the item but thinks it may be too big. What is the best response that the sales associate can give this customer?
Tell the customer that if it doesn't fit, the manager might take it back if it is returned in 48 hours or less.
Point out that the clearance item is really a great value at that price, and when it's gone, it's gone
Inform the customer of the store's policy, give them the measurements of the item they want to buy and have them check to see if it will fit in their room. If the item fits, offer to have the sale processed over the phone and delivered from the store.
Ask the customer if he knows someone else he could gift the item to if it turns out to be too big
What are the primary types of retail training for sales associates?
Restocking procedures and how to schedule deliveries
Product knowledge and company policies
Safety plans and work schedules
Special orders and placing orders online
A customer walks into the store and starts telling you everything he/she needs. What do you do?
Ask the customer to tell you one thing at a time as you walk through the store together.
Ask the customer to make a list and give it to you
Remember as much as you can of the list and get the items as quickly as possible.
Write down a list of the items and ask any necessary questions to clarify his/her needs.
A mother purchased a new softball bat for her daughter who is playing softball for the first time. The bat that the sales associate recommended was too heavy. The mother is returning the bat. What is the BEST course of action for the customer service representative?
Apologize, but explain that you can't take the bat back because it has been used.
Apologize, thank her for bringing the problem to your attention, and inform her that you will tell the manager what happened.
Apologize and process the return of the item.
Apologize, accept the bat, and offer to help the customer find the proper size bat for her daughter.
Why is a customer's complaint helpful to a retailer?
It provides feedback that can help lead to improvements in products, services or policies.
It helps the manager identify associates who are not doing their job properly.
Customers are more loyal to stores after they have complained and felt that their voices were heard.
It lets the supervisor see what items in the store are of poor quality.
An associate has just spent an hour working with a client who is shopping for a party she is having this weekend. The customer realizes one of the last items in her cart is damaged. The employee offers to try to order a replacement for the damaged item and have it shipped to the customer in time for the party. The employee takes the customer's information, and the customer leaves with her purchases. The associate is due to leave for the day, and his supervisor has strict rules about overtime. What should the employee do about the special order?
Stay at work until the order is placed, even if you get in trouble for working overtime.
Leave an explanation and the order form on the supervisor's desk.
Call the customer the next time you are at work and apologize for not getting the order in on time.
Give the order to another associate to process, and ask that he follow up with the customer to let her know the order was placed.
A customer returns to the store with a suitcase that was purchased last month. It was only used a few times for travel, but the wheels are not working properly. Which of the following actions should the sales associate take to BEST remedy the situation?
Ask the customer if the suitcase was overstuffed because extreme pressure on the wheels may have caused the problem. Offer to show the customer a more durable line of
suitcases.
Ask the customer what you can do to make the situation right, and then determine if the proposed solution is in line with the store's policy. If not, ask a manager for help.
Ask the customer what caused the wheels to stop working properly, and determine if the malfunction was the customer's fault or a product defect. Then follow company policy.
Let the customer know that the malfunction appears to be a defect which the store is unequipped to fix. Provide the customer the manufacturer's contact information.
What question should sales associates ask themselves when studying competitor's products and services?
"How can I convince customers that my competitors do not offer good customer service?"
"What is misleading about the competitors' prices or services?"
"Why would I buy my own company's product or service over a competitor's?"
"What can I tell customers about competitors that will make my company sound better?"
A store is planning a product launch for a new line of eco-friendly cosmetics that the vendor has been heavily advertising. What is the BEST way for sales associates to prepare for the launch?
Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.
Ask co-workers if they have used the cosmetics and ask what was liked or disliked about each product.
Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics.
Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.
A wedding coordinator, unable to meet tight deadlines, has lost several clients. How can this be prevented?
Explain that the competitors have more dissatisfied customers.
Gather information about competitors to identify ways to increase efficiency.
Persuade the next few clients to schedule their wedding date slightly later.
Advertise in more local publications to attract more clients
Which is the MOST important reason why handling objections correctly is beneficial for sales associates?
It shows them if the customer is serious about purchasing.
It gives them confidence to make add-on or accessory sales.
It provides them an opportunity to show their expertise.
It allows them to better refine or address product recommendations.
Which is the BEST way to handle domineering customers?
Let them express their opinions.
Take control with authoritative statements.
Serve them non-emotionally.
Ask a manager or supervisor to intervene.
A customer arrives to pick up a stereo from the repair department. The customer states that the repairs department called earlier to tell him the stereo was ready. However, the stereo cannot be located. After 20 minutes, the customer is angry. What should the associate do?
Apologize and offer to locate and deliver the stereo
Refer the customer to a supervisor
Tell the customer you are sorry, the call was a mistake
Sell the customer a new stereo at a reduced price
A customer is checking the price tags of a variety of black sweaters. Some are on sale, while others are new in stock and sold at full price. A few of the sweaters are very expensive. What is the BEST way for the sales associate to engage the customer and determine how much the customer might be willing to spend?
There sure are a lot of black sweaters to choose from, aren't there? The cotton sweaters are the least expensive, and the cashmere sweaters are the most expensive, with the wool sweaters falling somewhere in the middle. Which fabric do you prefer?"
We have some really beautiful black sweaters in stock. The most luxurious styles we have are over there. They are a little more expensive, but I'm sure you'll agree it's worth it. Come with me and I will show you what we have."
"How much did you want to spend on a sweater? If I know what your budget is, I can help you save time looking through all these."
Samples of a new line of baked goods are arranged for sampling. Customers are complaining to an associate at the register that a child is touching all of the samples. The associate does not see the parents anywhere. Which of the following should the associate do?
Tell the complainers that no one has the authority to correct someone else's child
Leave the register to go find the parents and let them know what the child is doing
Gently ask the child to stop touching the samples and try to distract him
Ask another associate for help in moving the sample tray out of the child's reach
An angry customer rushes to the front of the line, approaches you at the cash register, and demands immediate attention to help solve her problem. What should you do to calm the customer?
Ask the customer to please calm down so that you can have a reasonable discussion about her problem.
Let the customer know you will do everything you can to correct the situation as soon as you finish helping your current customer.
Place the blame on another department to keep the customer from causing a scene in front of other customers at your counter.
Ask probing questions to try to see if the customer is at fault before offering to fix the problem. Then, get a supervisor involved.
A customer brings two snow tires to an automobile service center to have them put on his vehicle. The associate notices that the tires are badly worn. Which of the following should the associate do?
Put the snow tires on the vehicle as requested.
Tell the customer that two new snow tires are needed.
Get a second opinion from the manager before speaking with the customer.
Point out the condition of the tires and explain the trade-in policy.
When greeting a customer on the telephone, which of the following greetings is MOST appropriate?
"Good Morning, XYZ Company. We are currently working with customers. May I take your name and number and call you back?"
"Good Morning. You've reached XYZ Company. How may I help you?"
"Good Morning, XYZ Company. Please hold. I'll be happy to assist you in one
moment."
"Good Morning, XYZ Company. This is Mr. Polsky. How may I direct your call?"
Which of the following statements about warranties and customer service is TRUE?
The sales associate is usually the first point of contact when a customer is dissatisfied with a product.
The sales associates are not responsible for knowing information on warranties.
The information on warranties should be supplied only after the purchase has been made.
Warranty information should not be considered when resolving a customer complaint.
What is the sales associate's goal when asking a customer, "If you could describe the ideal software to solve your business problem, what would you like to do for you?"
To determine the customer's knowledge of available products.
To prompt the customer to purchase software that same day.
To understand the customer's overall need.
To determine if the product is available within the store.
An associate is helping a customer who has a strong accent and speaks very little English. The associate barely understands the customer. Which of the following is the BEST action the associate can take?
Ask the customer to please wait, then try to find an associate who speaks the customer's language.
Get the manager to speak with the customer.
Listen carefully, speak slowly, and show items that match the customer's words.
Try to get the customer to use gestures.
Which of the following methods BEST describes how sales associates can reduce the number of price objections they receive?
Describe the store's price matching policy in case the item goes on sale in the near future.
Explain that the product recommended is the latest model and is therefore the best value.
Share a personal testimonial, or describe a way another customer enjoyed the same product.
Build rapport, establish trust, and focus product presentation on the customer's needs.
Which is the MOST important reason why handling objections correctly is beneficial for sales associates?
It shows them if the customer is serious about purchasing.
It gives them confidence to make add-on or accessory sales.
It provides them an opportunity to show their expertise.
It allows them to better refine or address product recommendations.
