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WorksheetsNRF Customer Service 1.1 - 4.2
Total questions: 50
Worksheet time: 25mins
Which of the following in the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, its products, and services?
Brand Promise
Positive Feeling
Company Culture
Company Brand
Which of the following is the term for the unique way that company employees act with each other and with customers?
Brand Promise
Positive Feeling
Company Culture
Company Brand
Which of the following best defines quality customer service?
Delivering a positive, memorable, experience that is more than what the customer expected
Adhering to company policies when processing returns
Doing exactly what company procedures say to do.
Offering free items to customers in order to keep them coming back
As of 2019, roughly how much money do U.S. retailers lose annually due to poor customer service?
$20-$30 million
$100-$150 million
$60-$70 billion
$100-$150 billion
After one negative experience, approximately what percentage of people say they will never do business with the company again?
10%
20%
50%
75%
Which of the following does not describe a product feature?
Price
Flavor
Texture
Color
Which of the following is the valid reason for you, as an employee, not to escort a customer to the location of a product that they're asked to see?
The location is on the other side of the store, so it would be a long walk
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 a product
What's 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 and alternate product that you are more familiar with
Look for information on the product's packaging or on relevant signs
The type of mindset that limits your ability to grow and learn as an employee is called:
Fixed
Growth
Product
Retail
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
Which of the following describes a type of question that cannot reasonably by answered with "yes" or "no"
A leading question
An open question
An open-ended questions
A closed-ended questions
Which term best describes hearing and understanding what a speaker is saying out loud and any message 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
What's the term for service that is designed to be tailored to a specific customer's needs
Customer Service
Quality Service
Personalized Service
Helpful Service
What's the term for the delivery of positive, memorable experience that is more than what the customer expected?
Customer Service
Quality Service
Personalized Service
Helpful Service
Which of the following accurately defines "private-label" products?
Products that are available to be purchased only by a store's employees
Products whose names are not displayed on their packaging
Products that are sold only to a select group of customers
Products that are developed by national international manufacturers and then sold under another brand name that is available only at a particular retailer's store
Which of the following questions is the most appropriate way for a retail associate to understand if a customer prefers inexpensive or expensive brands?
"What clothing brands do you usually prefer?"
"How much do you want to spend?"
"Do you buy clothes at second-hand stores?"
"I like higher-end clothing brands myself, don't you?"
If a customer was about to purchase a soccer ball, which of the following would be the best item to try to cross-sell?
A basketball
Soccer Shorts
A soccer goal frame and net
A baseball bat
Which of the following is an example of upselling?
"I also have this other laptop that has most of the same features as the one you're looking at, but a lower price - it's on sale!"
"I'm sure you'll love those basketball sneakers. Do you also need any T-Shirts or shorts?"
"I love the TV model you're looking at; let me show you a different model with similar features, for the same price, so you can see another brand."
"Would you like that as a meal? You can get fries, plus a medium drink, for an extra $2.00."
Which of the following best defines a loyalty program?
A marketing program that provides incentives to repeat customers who are loyal company brand shoppers.
A club for employees of a retailer to join
A discount coupon or code that's made available to first-time customers.
A discount program aimed at people who shop with a retailer's competitors.
Which of the following is a good transition statement that can lead to closing a sale?
"Are you ready to buy this?"
"Do you want to buy this today or come back later?"
"Would you like that folded or left on the hanger?"
"Are you sure that's the shirt that you want to buy?"
Suppose a customer's purchases total $52.14 and the customer gives you $60.25. What's the correct change using the fewest number of bills and coins possible?
A $5 bill, 2 1$ bills, 1 dime, 1 penny
A $5 bill, 3 1$ bills, 1 dime, 1 penny
A $5 bill 3 1$ bills, 11 pennies
A $5 bill, 2 1$ bills, 11 pennies
Where are large bills, such as $50's and $100's, typically placed within a cash register?
In the compartment with the $20's
In the compartment with the $10's
Wherever there's the most room
Below the drawer
Approximately what percentage of Americans use credit or debit card for at least some of their purchase?
80-90%
50-60%
30-40%
10-20%
What should you do if a customer argues that they are owed extra change, you don't think they're right, and they escalate their tone?
Escalate your tone to match the customer's tone.
Call a supervisor immediately
Deny the customer's request
Call security
Which of the following is a customer body language cue?
A customer rolling eyes while looking around
A customer asking her friend for the car keys
A customer asking "Where is the laundry detergent?"
A customer saying "I wish you still carried the large bottles of Tide."
When is it an OK time to temporarily leave one customer in order to go help a second customer?
When the customer is being difficult
When the first customer is looking at alternate products
When the first customer doesn't appear to really be likely to buy anything
When the first customer seems likely to make a purchase
What's the specific term for the action a retailer makes to address a service failure?
Customer Service
Service recovery
Quality service
Service process
The collective group of customers served by a particular retailer are referred to as the retailers:
Employees
Management
Competitors
Clientele
Which of the following is NOT an area of foundational knowledge that retailers look for in all employees:
Reading
Sales Skills
Writing
Math
Which of the following describes a communicator who wants process, detail, timelines and well-thought-out plans?
Analytical
Functional
Intuitive
Personal
Which of the following describes a communicator wants to hear about big-picture ideas?
Analytical
Functional
Intuitive
Personal
Which of the following would be an appropriate use of language in an email:
"Yes, I'm happy to help you!"
"Will check w/ my manager."
"OK, no prob."
"I'll run that by our Max team and get back to you."
The most common workplace injuries are:
Slips, trips, falls
Injuries due to workplace violence
Injuries due to improper lifting
Powered equipment accidents
What's the term for a brief speech that you can use to sell yourself to people you meet?
A job post
A keynote speech
An elevator pitch
A sales presentation
If you have a job interview scheduled for 1:00 PM, when's the best time to arrive at the store where you're being interviewed?
1:00 PM
12:30 PM
12:45 PM
12:59 PM
Which of the following comments would be inappropriate in a social media post?
Retail friends: I'm looking for a sales associate position, so if you know anyone, feel free to mention me!
Joe, send me your demo reel and I'll talk to my producer friend about you.
Quit my job today! No more being exploited and unappreciated
Thanks to Walgreens for filling my prescription so quickly!
What's the standard method to use to thank an interviewer after the interview?
Via email
Via text message
Via phone call
By sending the card in the mail
A ___________ is an interconnected group of people.
Resource
Network
Job description
Elevator pitch
Which of the following is NOT a concept that helps you manage your time effectively?
Organizing
Prioritizing
Procrastinating
Focusing
Part of effective time management is prioritizing tasks. Which of the following is NOT a code that you would use when setting priorities?
Do
Delegate
Designate
Delay
Which of the following is a SMART goal?
I will improve my sales
I will increase my monthly sales volume by 20% by the end of March
I will increase my sales volume until my manager is happy with my performance
I will increase my monthly sales volume every month.
What kinds of things does a manufacturer produce?
Raw materials
Fossil fuels
Services
Finished products
Which of the following holds large quantities of product that are later sent either to retail locations or directly to customers
Manufacturer
Wholesaler
Distribution center
Retailer
Which of the following would NOT be a factor that affects which products a retailer chooses to select to offer in a store?
Local customer preferences
Manufacturer incentives
Employee preferences
The store's location
What's the term that describes distributing merchandise from the manufacturer to a retailer's locations?
Innovation
Allocation
Alleviation
Reimagination
What's the term for reducing the price of an item in order to encourage sales?
Net profit
Margin
Markup
Markdown
The majority of retailers are:
Independently owned
Coporations
Franchises
Online only
Retail model that integrates multiple channels of a retail ecosystem to create a seamless consumer experience through the use of technology.
Multichannel
Omnichannel
Integrated channel
Seamless channel
Approximately what percentage of U.S. jobs are retail jobs, as of 2019?
5-10%
10-15%
20-25%
35-40%
