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WorksheetsCustomer Sales and Service review
Total questions: 101
Worksheet time: 57mins
What is the importance of sales techniques in increasing customer sales?
Sales techniques have no impact on customer sales
Customer sales can be increased without using sales techniques
Sales techniques help in understanding customer needs, building rapport, and closing deals effectively.
Understanding customer needs is not important in increasing sales
Explain the key customer service strategies that can be implemented to improve customer satisfaction.
Active listening, personalized interactions, prompt issue resolution, continuous improvement
Slow response time
Generic and scripted responses
Ignoring customer complaints
Why is product and service knowledge crucial for sales and customer service professionals?
It is not important at all
Customers prefer not to be informed about products and services
Professionals can just make up information as they go
It allows professionals to effectively communicate the benefits and features of the offerings to potential customers, leading to increased sales and customer satisfaction.
What are some effective sales techniques that can be used to close a deal with a potential customer?
Ignoring customer needs and objections
Talking over the customer and not allowing them to speak
Building rapport, active listening, addressing customer needs, demonstrating product value, and overcoming objections
Focusing solely on the product without understanding the customer's perspective
Discuss the role of customer service strategies in retaining existing customers and attracting new ones.
Customer service strategies are only important for attracting new customers, not retaining existing ones.
Customer service has no impact on customer retention or acquisition.
Customer service strategies play a crucial role in retaining existing customers and attracting new ones.
Marketing strategies are the only factor in retaining and attracting customers.
How can customer relationship management help in building strong and loyal customer base?
CRM only focuses on acquiring new customers
CRM has no impact on customer loyalty
CRM helps in tracking customer interactions, personalizing communication, and providing better customer service.
CRM is too expensive for small businesses
Explain the significance of product and service knowledge in addressing customer queries and concerns.
Customer queries and concerns can be addressed without product and service knowledge
Product and service knowledge enables customer service representatives to address customer queries and concerns accurately and effectively.
Product and service knowledge has no impact on addressing customer queries and concerns
Product and service knowledge is only important for sales, not for addressing customer queries and concerns
What are some effective ways to upsell products or services to existing customers?
Ignore customer preferences and push random products
Offer discounts on unrelated products
Offer personalized recommendations based on previous purchases or browsing history
Send generic mass emails to all customers
How can product and service knowledge be used to build trust and credibility with customers?
By making up information to sound knowledgeable
By providing accurate information and solutions to the customers' needs.
By providing inaccurate information and misleading solutions
By ignoring customers' questions and concerns
What is the importance of sales techniques in increasing customer sales?
Sales techniques have no impact on customer sales
Customer sales can be increased without using sales techniques
Sales techniques help in understanding customer needs, building rapport, and closing deals effectively.
Understanding customer needs is not important in increasing sales
Explain the key customer service strategies that can be implemented to improve customer satisfaction.
Active listening, personalized interactions, prompt issue resolution, continuous improvement
Slow response time
Generic and scripted responses
Ignoring customer complaints
Why is product and service knowledge crucial for sales and customer service professionals?
It is not important at all
Customers prefer not to be informed about products and services
Professionals can just make up information as they go
It allows professionals to effectively communicate the benefits and features of the offerings to potential customers, leading to increased sales and customer satisfaction.
What are some effective sales techniques that can be used to close a deal with a potential customer?
Ignoring customer needs and objections
Talking over the customer and not allowing them to speak
Building rapport, active listening, addressing customer needs, demonstrating product value, and overcoming objections
Focusing solely on the product without understanding the customer's perspective
Discuss the role of customer service strategies in retaining existing customers and attracting new ones.
Customer service strategies are only important for attracting new customers, not retaining existing ones.
Customer service has no impact on customer retention or acquisition.
Customer service strategies play a crucial role in retaining existing customers and attracting new ones.
Marketing strategies are the only factor in retaining and attracting customers.
How can customer relationship management help in building strong and loyal customer base?
CRM only focuses on acquiring new customers
CRM has no impact on customer loyalty
CRM helps in tracking customer interactions, personalizing communication, and providing better customer service.
CRM is too expensive for small businesses
Explain the significance of product and service knowledge in addressing customer queries and concerns.
Customer queries and concerns can be addressed without product and service knowledge
Product and service knowledge enables customer service representatives to address customer queries and concerns accurately and effectively.
Product and service knowledge has no impact on addressing customer queries and concerns
Product and service knowledge is only important for sales, not for addressing customer queries and concerns
What are some effective ways to upsell products or services to existing customers?
Ignore customer preferences and push random products
Offer discounts on unrelated products
Offer personalized recommendations based on previous purchases or browsing history
Send generic mass emails to all customers
How can product and service knowledge be used to build trust and credibility with customers?
By making up information to sound knowledgeable
By providing accurate information and solutions to the customers' needs.
By providing inaccurate information and misleading solutions
By ignoring customers' questions and concerns
These customers can take a long time to take a purchase decision, and might return to a retailer several times before making a purchase.
Innovation/Trend Buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers tend to take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers tend to spend a lot of time checking out products and prices through online sites.
Innovation/Trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customer view shopping as a fun occasion, so shopping does not necessarily in making a purchase.
Innovation/Trend buyers
Impulse buyers
Recreational shoppers
Comparison Buyers
These customers have an early adopter mindset and want to be recognized as trendsetters by others.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These shoppers have typically enjoyed and valued positive customer experiences with a particular retailer.
Loyal Customers
Followers
Recreational shoppers
Comparison Shoppers
These shoppers are rarely the first to try new products.
Loyal customers
Followers
Recreational Shoppers
Comparison shoppers
Which of the following is the term for behavior influences that come from a customer's family and friends?
External commercial cues
External social cues
Internal physical cues
Retailer cue
Which of the following is the term for behavior influences that come from retailer's marketing?
External commercial cues
External social cues
Internal physical cues
Retailer cues
Which of the following is the term for behavior influences that come from a customer's own need?
External Commercial cues
External social cues
Internal Physical cues
Retailer cues
These customers tend to make quick purchase decisions, often buying inexpensive items that are not of high importance to them.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers tend to spend a lot of time checking out products and prices through online sites, visiting different stores and comparing retailer ads.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers view shopping as a fun occasion, so shopping does not necessarily include making a purchase.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These customers have an early adopter mindset, and want to be recognized as trendsetters by others.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
These shoppers have typically enjoyed repeated and valued positive customer experiences with a particular retailer.
Loyal customers
Followers
Recreational shoppers
Comparison shoppers
Which of the following is the term for behavior influences that come from a family and friends?
External commercial cues
External social cues
Internal physical cues
Retailer cues
Which of the following is the term for behavior influences that come from retailer's marketing?
External commercial cues
External social cues
Internal physical cues
Retailer cues
Which of the following is the term for behavior influences that come from a customer's own needs?
External commercial cues
External social cues
Internal physical cues
Retailer cues
These shoppers are rarely the first to try new products.
Loyal customers
Followers
Recreational shoppers
Comparison shoppers
These customers can take a long time to make a purchase decision, and might return to a retailer several times before making a purchase.
Innovation/trend buyers
Impulse buyers
Recreational shoppers
Comparison shoppers
A customer is purchasing a set of sheets for a new apartment and is considering adding a monogram to the sheets. The store's policy states that the addition of monogramming would make the sheets non-returnable, and the customer is slightly concerned the color may not match the apartment's bedroom. In order to enforce store policy, what should the sales associate say?
a. "You can always exchange the sheets for a different color if these don't match."
b. "Please be aware that it is our store policy that personalized items cannot be returned."
c. "Our return policy is quite strict, so I would recommend that you don't buy these sheets."
d. "I think you can return the sheets for a refund if the color isn't right."
A sales associate sold new kitchen appliances to different customers this week. What should the associate do to ensure that customers are happy with the delivery and installation of their appliances?
a. Write down the customers' information and remember to thank them for their purchases the next time they come into the store.
b. Enter the customers' information into a contact management system and add a reminder to send each of them information about the next sale.
c. Write down the customers' information so each can be sent a satisfaction survey at the end of the month.
d. Contact each customer by phone or email before leaving work to ensure everything went well and there are no problems.
A sales associate who is loading a bedside table into a customer's car scratches the side of the table, leaving a mark. What should the associate do?
a. Thank the customer for the purchase and go back into the store.
b. Acknowledge the mark, take the item back to the store, and exchange it for a new one.
c. Acknowledge the scratch mark and tell the customer that it is not noticeable.
d. Suggest that the customer return to the store to receive a discount on the item.
A sales associate sees a customer looking at a skirt and tells her that it is very popular this season. The customer agrees and begins looking at the size tags. What should the sales associate say?
a. “Would you like to purchase any accessories with that skirt?”
b. “We’re almost sold out. I have sizes 10 and 12 left. Which would you like?”
c. “Would you like me to bring one to the fitting room for you to try on? What size would you like to try?”
d. “How much are you planning to spend?”
If a customer asks how to clean a dress, which is the BEST source for this information?
a. Manufacturer's customer service department
b. Product care label on the dress
c. Department manager
d. Product warranty
A sales associate is about to start helping a customer decide on a new sofa, but the customer has not stated a budget range. Which would be the MOST appropriate strategy for the associate to use to determine the budget?
a. Ask the customer directly what budget range would be best.
b. Show the lowest-priced sofas and move up until the customer is satisfied.
c. Show the highest-priced sofas and move down until the customer is satisfied.
d. Show medium-priced sofas and adjust according to the customer's reactions.
An associate and a customer are having a conversation in a home goods store. The customer, who has been looking at dining room sets, is responding with verbal and physical cues. Which cue would MOST likely be an indication that the customer is about to purchase a dining room set?
a. Stating, "My current dining room sets are also oak."
b. Focusing on the price tags of the dining room set
c. Praising and touching a particular dining room set
d. Asking, "How long is this dining room set on sale?"
A customer wants to purchase a $75 winter coat. She has a 25% off coupon for one item and a 10% coupon for her entire purchase. Both can be used. What is the total of her purchase?
a. $50.63
b. $55.00
c. $24.75
d. $45.50
A store chain advertises a special on inflatable pools with limited quantities. Two customers come in together specifically for the sale item and learn that only one unit is left in the store. The ad stated that limited quantities were available. What should the associate do FIRST?
a. Tell the customers there are no more pools available.
b. Suggest to one of the customers that she come back in three weeks when the pool will be in stock at the regular price.
c. Let the customers work out between themselves who will get the last pool.
d. Offer to contact another store to see if they have any pools left.
A manager sets a goal of increasing sales by 15% over last year. If last year's sales were $60,000, what is the sales goal for this year?
a. $69,000
b. $65,000
c. $67,500
d. $70,500
1. It is important to build a relationship with your customer. In the first few seconds after you notice the customer’s arrival, you should:
A. Make sure your clothes are neat and you look professional
B. Find your sales book and get it ready for your next sale
C. Tidy up the product display before showing it to the customer
D. Greet the customer and make him feel welcome
2. 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
3. Projecting a professional and friendly image includes:
A. Dressing in expensive, professional looking clothing
B. Shaking the hand of each customer
C. Behaving in an alert and courteous manner
D. Standing behind your cash register and waiting for the customer to come to you
4. A good reason for creating an opening for discussion is to:
A. Break down the customer’s sales resistance
B. Get to know what the customer wants
C. Convince the customer how much you know about the product
5.The best way to talk to a new customer is to:
A. Flatter her—tell her she has taste and looks great
B. Interact as if you are old friends
C. Match what you say and your tone of voice to her personality
D. Convince her that you know what is best for her to buy
6. Three ways to create a positive impression of you and the store include: Complimenting the customer’s taste; assuring the customer that he is the expert; and:
A. Suggesting that he buy “top of the line” products
B. Stating that the products in your store are far better than those in other stores
C. Indicating that based on your professional product knowledge, you feel his purchases are worthwhile
7. 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
8. If the customer isn’t shopping alone, you can include the rest of the party by:
A. Telling any children to behave themselves while their parent makes this important decision
B. Suggesting that the customer might want to make this shopping decision when he is alone and can concentrate
C. Showing some kind of service to others in the party, such as offering a chair, a cup of coffee, and so on
9. The best way to create customer loyalty is to listen carefully, respond to the customer’s needs, and give good information.
True
False
10. 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
11. According to market research, what percentage of customers are likely to spend more if the sales associate is helpful?
A. 25%
B. 32%
C. 45%
12. If a customer walks directly to an item, this may indicate that he:
A. Knows what he wants and would probably appreciate quick, efficient service
B. Just wants to look at the item and has no interest in buying
C. Is in a hurry and doesn’t want any attention from you
D. Is looking for the least expensive brand
13. Your ultimate goal as a sales associate is to:
A. Meet your quota each month
B. Provide service to as many customers as you can
C. Satisfy the customer
14. You can best determine the customer’s needs by gathering information through careful observation and by:
A. Deciding the type of products you think the customer should buy
B. Telling the customer everything you know about your products
C. Asking the customer thoughtful questions
15. To keep the lines of communication open, the best questions to ask:
A. Are direct and to the point
B. Are ones that can be quickly answered with a “yes” or a “no”
C. Begin with who, what, where, when, how, or why
D. Are ones that are able to direct the customer to a decision
E. Are structured to save the customer’s time
Which of the following is a standard term that describes the audience of retail stores-that is, the people who will buy things from the stores?
Manufacturers
Wholesalers
Buyers
Customers
Which of the following is a term for intangible things, such as providing delivery, that are sold by retailers?
Gifts
Training
Services
Products
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 terms best describes a grower of potatoes?
Manufacturer
Wholesaler
Distribution ceter
Retailer
The majority of retailers are:
Independently owned
Corporations
Franchises
Online only
Which of the following is the term for the retailing approach that places the focus on creating a seamless shopping experience for customers by integrating multiple channels?
Multichannel
Omnichannel
Integrated channel
Seamless channel
Which of the following is the standard definition of a retail ecosystem?
An interconnected system of approaches for meeting the goal of retailing, which is to provide customers with the merchandise and services they want.
A group of stores that work together collaboratively to serve customer's needs.
A team of store employees who help each other.
A set of technological systems that work together in order to make sure all products in a retailer's inventory are tracked and accounted for.
Approximately what percentage of U.S. jobs are retail jobs, as of 2019?
5-10%
10-15%
20-25%
35-40%
Which of the following is a term for physical goods that are bought and sold?
Sales
Products
Pricing
Services
1. As a sales associate, you can influence a shopper’s decision to return to your store by making shopping a more enjoyable experience.
True
False
2. Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
A. An enjoyable atmosphere and super service
B. Free coffee and doughnuts, and a clean restroom
C. Sales associates who look snazzy and take turns helping customers
3. Small kindnesses to your customers may include:
A. Letting the customer make a local call to verify appropriateness or preference
B. Consolidating many small packages into one large shopping bag
C. Bringing merchandise to an older or disabled customer while he sits down
D. Telling a customer about a lounge where she may tend to her baby’s needs
E. All of the above
4. To assist your customers in a personal way, you should become familiar with:
A. Their relatives, special friends, and loved ones
B. Entertainment centers and movie theaters in the district
C. Resources in and near your store
5. You should match your store services with customers who will appreciate them by paying attention to each customer’s unique needs and interests.
True
False
6. In preparing a resource list for your customers, you should consider including:
A. Local companies that have complementary services to the products you sell
B. Phone numbers that customers have requested in the past, such as a taxi service
C. Information about companies you recommend, such as repair shops
D. All of the above
7. When customers request any of the service “extras” your store offers:
A. Tell them they’ll have to contact Customer Service for further information
B. Make a note in your client record system so you can provide more personalized service when those customers return in the future
C. Tell them they’ll have to wait until you finish with the other customers in your area before you can give them that amount of time
8. 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 his needs
C. When you can, make decisions for the customer
9. What portion of the general population may have disabilities which are not obvious and may be difficult to perceive?
A. One-third
B. Two-thirds
C. One-fourth
10. You should allow customers with disabilities to express their own needs and limits; your job is to accommodate those needs and make shopping a positive experience.
True
False
11. Your manager should warn you in advance if you will be giving service to a customer with significant disabilities.
True
False
12. You should go out of your way to make customers with disabilities feel like they don’t have to do anything.
True
False
13. You should acknowledge customers with disabilities by making eye contact, smiling, and extending a greeting.
True
False
14. To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.
True
False
15. You should refrain from hovering, persisting, offering judgments, or treating a customer with disabilities as a child.
True
False
What are the PRIMARY types of retail training for sales associates?
Accounting procedures and stock management
Product knowledge and company procedures
Special orders and delivery scheduling
Vendor relationships and site locations
You are working with an in-store customer to determine a delivery date. Two of your three phone lines ring. What should you do?
Ignore the phone and let another associate answer the call
Reassure your in-store customer that you will get right back to her and try to help the customers on the phone quickly
Excuse yourself. Answer the phone Immediately and ask the caller to hold, then finish with the customer in front of you.
Excuse yourself. Answer the calls and give the customers an alternative number to call for assistance
Horizon electronics is launching a new ali-in-one product. The product can be used to play music, watch movies, check email, and make phone calls. Because there are so many features, you know there will be many questions. Your company is advertising a sale on the product, hoping that customers will buy it from your store rather than online or at a competitor's store. How should you prepare for the large amount of clients asking about this product?
Test the item on display making sure you can explain how to use each feature
Remind customers they can return the item if its too difficult to use.
Rely on one of your co-workers to help you answer questions as he just bought the product for himself.
Tell customers that they can call Horizon Electronics directly to answer questions about how to use the product.
A customer enters a store looking to purchase a new refrigerator as a gift for someone who just bought a new home. The customers wants to ensure that the refrigerator will not be a financial burden in the event of needed repairs. The customer also explains that the refrigerator will be the recipients' first major appliance so extra features probably would be more confusing than helpful.
Basic model that includes extended warranties and service plans
Basic model that offers various features and limited lifetime warranties
High-end model that includes extended warranties and service plans
Various models with various features and extended warranties and service plans
Why is it important to understand the customer's needs when presenting alternative or additional products for consideration?
The sales associate can better tell the customer which product to buy.
The customer's objections can be minimized which will speed up the sale.
The customer may not know about all of the available options
The sales associate can better move slow-selling items.
George explains that he can no longer see his computer monitor because he has developed poor eyesight. He would like to buy a new monitor. What should the sales associate do?
Ask George how and when the problem with poor eyesight developed
Lead George by the arm to the computer monitor area
Suggest that George consult an eye-care specialist before buying a new monitor.
Demonstrate the features of monitors that may be suitable.
Julie places her previously purchased coat on the counter with the receipt. She has seen that the coat is now 30% off the price she paid three weeks ago. The store has a 14-day sals price adjustment policy. She wants a credit for the price difference. The associate should:
Tell the customer there is nothing the associate can do to help her and move on to the next customer.
Suggest that the customer return the coat
Suggest that the customer return the coat, then buy it again at the discounted price.
Ask the customer to wait while the sales associate asks the manager for approval.
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?
Research technical terms associated with the cosmetics in order to speak like an expert when interacting with customers.
Acquire knowledge about the cosmetics by reading product labels once they are on the shelves.
Obtain information from the vendor's promotional brochures and demonstration videos about the cosmetics.
Ask co-workers if they have used the cosmetics and ask what whas liked or disliked about each product.
Why should a sales associate offer additional services to customers?
Services can improve the customer's experience with the products
Services have much higher profit margins than products.
Services ae designed to improve the quality of products.
Services guarantee repeat business with the customer.
What is the FIRST thing a sales associate should do when asked by a customer to make an exception to store policy.
Ask an immediate supervisor to approve the exception
Explain that company policies cannot be altered
Find a co-worker who will process the exception
Try to find out if any competitor offer the same exception.
A customer calls to find out whether the product he ordered has arrived at the store. Which of the follwiing is the BEST way for the sales associate to respond to the customer's request.
Thank the customer for the call and tell him a convenient time to call back
Take the customer's name and number and tell him you will call back when you are able to reach a manager.
Ask the customer if he would prefer to hold or have you call back with the information.
Ask the customer if you can place him on hold in order to check and verify the request.
What are the Best steps to take if a customer's expectations are not met?
Apologize for the issue and show the customer the store policy for returns and exchanges
Listen, acknowledge the problem, ask questions, and determine a solution the and the store can agree to
Answer each point of the customer's complaint while referring to store policy as needed.
Get a supervisor or manager involved, apologize for the problem and provide a refund to quickly resolve the issue.
A customer places an order over the Internet for a bouquet of flowers for Valentine's Day. When the bouquet arrives a day late and wilted, the angry customer calls the Internet source to complain. How should the associate respond.
Send the customer a coupon for a future purchase
Apologize and send out another bouquet at now charge.
Tell the customer that nothing can be done about the bouquet because Valentine's Day is over.
Apologize and offer to either refund the customer's money or send out another bouquet at no charge.
