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WorksheetsCustomer Service Sales Prep
Total questions: 102
Worksheet time: 26hrs 30mins
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 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. When something goes wrong or a product does not perform as expected, provide the customer with a quick resolution and:
A. A cup of coffee
B. Service with a smile
C. An excuse for the product’s failure
2. As a sales associate, you can help build trust by making sure customers understand and benefit from the product warranties.
True
False
3. The warranty is an excellent tool for you to use to:
A. Prove that your company has the best price
B. Explain your company’s return policy
C. Reassure the customer about a product’s quality
D. All of the above
4. If your company does not have a manual that describes all the major product warranties, you should:
A. Avoid talking about warranties with your customers
B. Create your own by making copies of the various product warranties and related information
C. Decide on a general, neutral comment you can make if customers ask you about a warranty
5. 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
6. You should explain all warranty conditions to your customer at the time of purchase.
True
False
7. When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
A. Check with your immediate supervisor or manager
B. Make the exception, but only if the customer promises to make additional purchases
C. Tell him you do not make exceptions
8. When customers return merchandise, you should:
A. Make sure they have a good reason for doing so
B. Treat them with the same respect you would if they were making a purchase
C. Not worry about how you treat them, because you don’t want them to come back again
9. The company’s return policy should always be clearly displayed in writing.
True
False
10. If the return policy is clearly displayed, it is not necessary to mention it to the customer at the time of the sale.
True
False
11. Even if your company’s return policy restricts what you can do for the customer, you should:
A. Consider alternatives, such as offering a discount coupon or a free sample
B. 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
C. Do what the customer asks; management will have to support your decision
12. Which of the following might be acceptable techniques for directing a customer to the Customer Service department?
A. "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.”
B. “You’ll have to take this to Customer Service; I can’t help you here.”
C. “Someone in Customer Service can help you with that; I’ll show you the way.”
D. A and C
13. Customer complaints should be welcomed because they provide an opportunity to:
A. Do something different for a change
B. Get customers back to the store so they’ll buy more
C. Learn about problems so improvements can be made
D. Learn who the potential “problem customers” are
___________ 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
A business owned by shareholders through publicly traded stock. These retailers usually have centralized decision-making for its multiple store locations
Independent business
Corporation
Franchise
Private Company
A type of business where a license is granted to another retail entity to sell a company’s products or services in a particular area; consistency in the customer experience is critical.
Independent business
Corporation
Franchise
Private Company
Which of the following is a term for physical goods that are bought and sold?
Sales
Products
Pricing
Services
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
Which of the following terms best describes a grower of potatoes?
Manufacturer
Wholesaler
Distribution Center
Retailer
buys large quantities of these products directly from the manufacturer and then sells smaller amounts to retailers.
Manufacturer
Wholesaler
Distribution Center
Retailer
The majority of retailers are
independently owned
corporations
franchises
online only
The process of selling products and/or services to customers to earn a profit.
Retail
Consumer selling
franchising
independent selling
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:
If the customer has any friends that might like the item
If the customer really liked the deal you gave him
That the delivery people were courteous and careful
If you are making a follow-up call, it’s a good idea to call
during the dinner hour to make sure you contact the customer on the first try
in the morning while they are getting ready for work
their home in the afternoon while they are at work & leave a voicemail if necessary
their house phone & speak with their spouse
Which of the following items would NOT be an appropriate finishing touch to your service?
Remember the customer’s name and use it when he comes in again
Send a handwritten note thanking the customer for his business
Call the customer to make sure he is satisfied with his purchase
Send a postcard thanking a customer for letting you help him select a gift for his wife
Which of the following is an appropriate reasons for following up with a customer?
You are curious whether a gift your customer purchased was well received
You want to know why a customer did not make it in for a special sale
You finally located an item the customer asked for a while back
You haven’t seen the customer in a long time and are wondering if she is shopping somewhere else now
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
In your client record system, you should record:
Customer purchases
Customer interests
Follow-up activities
ALL OF THE CHOICES
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
You should contact your customer for feedback when:
Their items are being delivered
They purchase expensive items
They give you permission to call
ALL OF THE CHOICES
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 CHOICES
After a DELIVERY is made to a customer, the sales associate should:
Follow up with call
End of month survey
Thank them next time come in
The sales associate was with a customer when another customer walked in so he communicated with him NON-VERBALLY by:
Saying welcome to the store, how may I help you?
Smiling at the customer & giving eye contact
Smiling & saying I’ll be right with you
The BEST follow-up by the sales associate after a washer & dryer are bought and will be delivered the next day is to:
Call the day before the delivery
Call the day after the delivery
Send a thank you note
A customer bought a kitchen appliance and had it installed. What is the next step for the sales associate?
Call or email to check if the delivery was received on time and items were not damaged
Ask the customer next time they come in how the item is working
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver on time?
Did you have installation problems?
What new features have you used?
How has the software worked for what you were using it for?
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
Is in a hurry and doesn’t want any attention from you
Is looking for the least expensive brand
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
Which option sounds BEST when dealing with a customer complaint?
“Know when to give in to the customer’s demands”
“Keep the customer from asking for a refund”
“Know a solution if the customer does not suggest one”
“Keep asking what the customer wants, even when the solution is obvious to you”
If a customer becomes abusive, you should probably do what FIRST:
Refund his money immediately
Contact your manager
Tell him he is being abusive and call security
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 shops at your store on a regular basis
If you find yourself having to resolve a VERY DIFFICULT issue, you may want to:
Ask the customer to come back another time
Tell the customer that he is being unreasonable
Get help from a more senior employee
When customers come to you with complaints, you need to:
Listen carefully
Be patient
Get information
ALL OF THE CHOICES
When balancing service between phone customers and those you may already be helping in the store, you should:
Tell your in-store customer that you need to get the phone and she should look around for awhile
Move your in-store customer over to by the phone and help both customers at the same time
Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone
The sales associate’s communication with a phone customer is best projected through his/her
Patience
Listening skills
Problem solving
Tone of voice
A customer comes in to return an item without a price tag attached 1 month from the date on the receipt. The return policy states the price tag must still be attached to the item and the customer has 10 days to return an item.
Accept the return regardless of what the return policy states.
Tell the customer they should have returned in 3 weeks ago.
Let them know you can’t accept the return but you can make an exchange.
Don’t give them their cash but give them a store credit.
If a customer becomes IRATE (angry), the sales associate should call who FIRST?
Police
Customer’s mom
Manager
A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer’s questions. Another associate overhears the customer and offers to help. Which of these should the FIRST associate do?
Politely refuse the help and try to answer the customer’s questions anyway
Ignore the other associate, who probably only wants the commission on the sale
Let the other associate help the customer and look for another customer to help
Accept the offer of help & listen to the answers to the customers questions to learn
Which of the following is a customer body language cue?
A customer rolling his eyes while looking around
A customer asking "Where is the laundry detergent?"
A customer asking her friend for the car keys
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 first 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
Which of the following would be an appropriate use of language in an email:
"Yes, I am happy to help you! "
"OK, no prob. "
"Will check w my mgr. "
"I'll run that by our max team and get back with you. "
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 is the S in SMART goals?
Special
Specific
Smart
Success
What is T is SMART goals?
Time
Temperature
Task
Technology
Customer follow-up is
Sometimes a good idea depending on the situation
Never a good idea
Always a good idea for the customers who spend the most money on a regular babsis
Always a good idea, not matter the situation