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WorksheetsCUSTOMER SERVICE SCREENING TEST
Total questions: 100
Worksheet time: 50mins
What question do you ask to get feedback to see if the computer software met expectations of the customer?
Did they deliver it 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?
Select the letter of the best response to each question about customer service. 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
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
Which of the following would be the best option when trying to find out what a customer wants to buy?
A. Can I help you?
B. Are you looking for anything special?
C. What color do you prefer in that brand?
D. Is that the brand you want?
A good reason for creating an opening for discussion is to:
Break down the customer’s sales resistance
Get to know what the customer wants
Convince the customer how much you know about the product
Increase your store’s sales revenues
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
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
Select the letter of the best response to each question about customer service. A retail association sees that an electrical socket has wires exposed in an area where customers shop. The retail associate must:
Secure the area and report the situation to management
Call the custodian for assistance
Do a temporary cleanup as best he/she can
Nothing; maintenance will clean it up
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. Giving other service to those in the party, such as offering a chair or a cup a refreshment
D. Remind the customer of the kids’ zone area
Select the letter of the best response to each question about customer service. A customer has looked at several watches and seems to like one best. She tries it on, sets it to the correct time, and asks if the band can be changed to another style. You show her the options and she likes one in particular. What is best to say to close the sale?
Do you want to look at a few more styles?
Will that be cash or credit card?
Shall I go ahead and replace the band for you or do you want to keep both styles for different looks?
We’ll be having a sale on watches sometime next month.
Which store offers the best deal?
Store 1 offers the best deal.
Store 2 offers the best deal.
Store 3 offers the best deal.
They all offer the same exact deal.
Active listening is
listening while maintaining eye contact with the speaker
listening and using positive body language
listening and responding to the other person in a way that improves understanding
listening while staying active by running, jogging, etc.
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
Your ultimate goal as a sales associate is to:
Meet your quota each month
Provide service to as many customers as you can
Satisfy the customer
Be the top sales associate in your department
You can best determine the customer’s needs by gathering information through careful observation and by:
Deciding the type of products you think the customer should buy
Telling the customer everything you know about your products
Asking the customer thoughtful questions
Studying all literature on the products you sell so you can answer questions.
To keep the lines of communication open, the best questions to ask:
Are direct and to the point
Are ones that can be quickly answered with a “yes” or a “no”
Begin with who, what, where, when, how, or why
Are ones that are able to direct the customer to a decision
Are structured to save the customer’s time
Which of the following are examples of open-ended questions?
Can I help you?
What features are important to you?
Do you like blue or brown?
Is this all for you today?
When fitting the products to the customer, you should:
Correct her if she tells you the wrong size
Ask questions that will help her define the right fit
Select the approximate size you believe that she is.
Wait till the customer picks out the right size.
Which of the following phrases might be appropriate when discussing clothing size with your customer?
You look to be about a size XX.
Have you worn this brand before? What size was most comfortable for you?
How big are you?
You wear a bigger size on the bottom than on the top.
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
Tell him you don’t carry that brand then excuse yourself to serve someone else
If your store does not offer the particular product or service the customer is looking for, your first option should always be to:
A. Convince the customer he doesn’t need it anyway
B. Suggest alternatives that your store does carry
C. Immediately refer him to a competitor
D. Inform him of the drawbacks of the product he is seeking
Which of the following scenarios shows the proper use of a business card? The Salesperson says, A. I’m glad I was able to help you find what you needed today. Here are a few of my cards—be sure to tell your friends and family about me. B. We don’t have business cards here, but if you’ll give me yours I will call you whenever something interesting comes in. C. If you change your mind and do want some help, here’s my card. Just tell the other salespeople that I am already helping you. D. I’ve enjoyed helping you with your gift selection. Here’s my business card in case I can be of further assistance. Feel free to call me directly if you have any questions or special requests.
A
B
C
D
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?
Referring a customer to a competitor will likely result in:
A. The customer seeking you out for future needs
B. The customer never returning to your store
C. A lost sales opportunity for you
D. None of the above
Creating customer loyalty is rewarding for:
The store
The sales associate
The customer
All of the above
What is the BEST way for a sales associate to learn about new merchandise that has just come into your store?
Read the labels and packaging information on the new product
Check with co-workers to see what they know about the products
Ask customers to explain what they know about the products
Call the manufacturer or vendor and ask about the products.
A computer store has a sign posted on the door that says, “No food or drink to be brought into the store.” A sales associate is ringing up a customer and see that another customer has a small child who is eating an ice cream cone. The child is standing in front of your newest laptops. Which of these should be the sales associate’s best response? A. Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store. B. Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage. C. Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive. D. Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.
Finish ringing up the first customer, then politely explain to the second customer that he cannot be served until the ice cream is out of the store.
Excuse yourself from the first customer briefly and let the second customer know that he will have to pay for anything this child might damage.
Call security or the store manager to deal with the situation, but warn the customer and give him some time to leave before they arrive.
Briefly interrupt the first customer’s transaction, ask the second customer kindly to dispose of the ice cream.
Two of the basics needed to ensure that a customer has a pleasant experience when he comes to your store are:
An enjoyable atmosphere and super service
Free coffee and doughnuts and a clean restroom
Sales associates who look snazzy and take turns helping customers
Good inventory and easy checkout
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
Letting the customer make a local call to verify appropriateness or preference
Consolidating many small packages into one large shopping bag
Bringing merchandise to an older or disabled customer while he sits down
Telling a customer about a lounge where she may tend to her baby’s needs
All of the above
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 D. Dining and day care near the store
Their relatives, special friends, and loved ones
Entertainment centers and movie theaters in the district
Resources in and near your store
Dining and day care near the store
According to the Personnel Policy, how should the cashier pay for the soda?
Use another employee’s discount card to buy the soda
Ring up the soda herself before the break begins.
Pay for the soda after the break is over
Ask someone else to ring up the soda as soon as the break begins
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
Local companies that have complementary services to the products you sell
Phone numbers that customers have requested in the past, such as a taxi service
Information about companies you recommend, such as repair shops
All of the above
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
D. Tell them that you will call someone else to take care of them since you are busy.
What is one of the BEST ways to prevent shoplifting?
Lock up expensive merchandise.
Acknowledge and greet all customers in a friendly manner as they enter the store.
Put security cameras in plain view of the customer.
Use mirrors that make aisles visible to the cashier.
What is the purpose of this warranty?
A promise to stand behind the product.
To show it isn’t the best quality so you need a warranty
A promise to replace the product no matter what happens.
To prove you will not need a warranty.
Misty is selling a new washer-dryer combo to a customer. The customer wants the new set installed at his home, but the store does not offer installation services. What would Misty’s best response be?
We do not offer installation services, but I will give you the number of a company that will come install the set for you.
We offer installation on some items, but washers and dryers are not included.
Unfortunately, we do not install washers/dryers. I can show you exactly what you need to do to install yours.
I am sorry for the misunderstanding, but we do not install these items.
A customer says, “I think I may be making a mistake here. I do like these pans but they’re a gift for my friend, and she doesn’t cook as much as I do. What would be your best response to a customer who is still undecided about making the purchase?
Your friend could always return them. If you’re unsure about the pans, maybe I could help you find something more appropriate. What are her hobbies?
She’ll probably want to do more cooking when she sees these pans!
I think it’s nice to give something you like. If she doesn’t like them, she can exchange them.
I’m sure she’ll like them just like you do
Below is the price list at Walmart Garden Center. Paul is a senior citizen who comes in to purchase a lawn sprinkler on Tuesday. How much will it cost Paul to make this purchase? Walmart Super Sale Items 10 pound bag of birdseed 7.00LawnSprinkler 8.60 Garden Hose 15.00WheelBarrow 40.00 Bird Feeder $20.00 Additional 10% discount on Tuesday’s for Senior Citizens
$8.00
$7.74
$8.90
$7.94
Requiring all salespeople to greet customers immediately upon entering the store is an example of what type of policy?
Selling Process
Pricing Strategy
Return Policy
Store Policy
The sales tax rate (state and local) is 9.5%. What would the total be including sales taxes for an item with a price tag of $9.78?
$10.71
$9.93
$10.70
$9.86
You are with a customer and completing a sale. The phone rings and you’re supposed to answer phone calls within 3 rings. What do you do?
Excuse yourself, answer the phone, and ask the caller if you can call him/her back.
Answer the phone and continue to help the customer at the store at the same time.
Put the caller on hold, excuse yourself, and go find another sales associate to handle the call.
Excuse yourself, answer the phone, and assist the caller if they need a quick answer, and get back to your customer.
Product features are described as all of the following except:
Being physical (color, size, etc.)
Appealing to the senses
Relating to the quality of the merchandise and how the customer will enjoy it
Answering the question, “Why?”
You are a new employee that has just begun to work for a company. You have not seen any other employee use the copy machine for personal printing but you know that there are several benefits that haven’t been explained yet, so you decide to bring in your tax returns with the intent to make copies on the copy machine. Which of these is the best thing to do?
Consult company policy or the manager about using the copier
Wait until no one is around and make a copy of your tax returns
Ask a co-worker what everyone else does and then do the same
Copy the returns any time during the day when there are no customers
When balancing service between phone customers and those you may already be helping in the store, you should:
A. Tell your in-store customer that you need to get the phone and she should look around for awhile
B. Move your in-store customer over to by the phone and help both customers at the same time
C. Excuse yourself courteously from your in-store customer saying that you’ll be right back and answer the phone
D. Since your customer is in the store, wait on the customer and ignore the phone until you have time
You work in a men’s store and see a customer looking at a rack of men’s suits. What would be the best thing to say as you approach this customer?
We have some great fabric and pattern choices. What colors do you prefer?
I see you are interested in our suits.
The blue suits are very popular. You take a size 40 regular, right?
I have some great suits on sale. May I should you a few?
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
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
To help build customer loyalty, you should: A. Say what you’ll do and be very clear on what you are promising; make notes so you will remember B. Not risk disappointing a customer by telling him when you cannot make an exception C. 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 D. A and C
Say what you’ll do and be very clear on what you are promising; make notes so you will remember
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
A customer comes into your store and you greet them. Now that you’ve make a connection, what is your next challenge?
Ask how much money he/she plans to spend.
Determine exactly what the customer needs.
Ask if he/she has shopped in the store before.
Find out how much time he/she has to shop.
By becoming an expert at special orders, you may benefit by:
Learning more about the products you sell
Learning more about customer needs and interests
Getting to know people in other departments
All of the above
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
D. Give them a new one of the same product
A customer approaches the service desk with a toy doll. She says that she bought the doll for her niece’s birthday a month ago and that the doll no longer speaks. Which of these should the associate say FIRST?
Are you sure that you bought this doll at this store? Do you have your receipt?
We’ve had a lot of complaints about this doll. You might want to contact the manufacturer.
We’ve never had any complaints about this doll before. What do you think your niece did to it?
With this kind of toy, it’s always best to check the batteries first. Let me check them for you.
If your company does not have a manual that describes all the major product warranties, you should:
Avoid talking about warranties with your customers
Create your own by making copies of the various product warranties and related information
Decide on a general, neutral comment you can make if customers ask you about a warranty
Open up the package and read the warranty to them
Cheryl works at Sears and is assigned to sell an elliptical training machine. Cheryl completed the product training a week ago. What should Cheryl do to better prepare?
Find the elliptical training machine box and read whatever information came with it.
Demonstrate the elliptical machine in the store with customers until she is familiar with its features.
Ask her boss to assign her to another department she is more familiar with.
Switch departments with another sales associate.
An irate caller reaches you and starts berating your company’s service on a particular product that has been controversial. You should:
Completely avoid talking about the specific product and change the topic.
Listen carefully to the caller, take their number, and promise to get the appropriate person to call back to resolve any issues.
Take the offensive when a caller brings up the controversial subject and try to convince the caller that they are mistaken.
Tell the caller that the company is aware of the problem and is taking steps to fix it.
Just listen - you can’t please everyone.
When your customer asks you to make an exception to the company policy regarding warranties, you should probably:
Check with your immediate supervisor or manager
Make the exception, but only if the customer promises to make additional purchases
Tell him you do not make exceptions
Tell them to buy the product again and return the broken one in the new box.
When customers return merchandise, you should:
Make sure they have a good reason for doing so
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
Send them to the service counter to wait for a customer service rep
A customer comes into your store with an ad from another store showing its advertised price which is lower than your price. As a sales associate, what should you do first?
Refer to your store’s policy on meeting competitor’s ads
Tell the customer that he should go to the store that placed the ad since your product is not on sale at the moment
Immediately change the price in your store to meet the competitor’s price.
Ask your store manager how to respond to the customer
Managers who hire sales associates say that they value retail workers for their:
Willingness to “step back”
Capacity to work alone
Ability to focus on a single task
Composure under pressure
Even if your company’s return policy restricts what you can do for the customer, you should:
Consider alternatives, such as offering a discount coupon or a free sample
Agree with him that the product is defective & 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
Apologize for your store’s policy
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
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
A customer calls and has some technical questions about a product with which you are not completely familiar. You should:
transfer his call to someone who is knowledgeable in that area.
pretend that you know what you’re talking about and give your own answers.
tell him to call back another time.
ask him why he is being so inquisitive.
You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?
Do not get involved in the situation.
Quickly take your boss aside and provide the correct name.
Wait until the client leaves, and then provide your boss with the correct name.
Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.
Which of the following is a benefit of an ink jet printer?
Prints 33 pages in black per minute
Prints on plain paper, bond, envelopes, and labels
Will save the customer money on ink because it has a special ink-saving technology
Offers 2.0 connectivity
As an administrative assistant, you have been training Mrs. W., who is not directly under your supervision. She has not appeared to be particularly competent during the month she has been in her position. You are explaining application procedures to a client when Mrs. W. interrupts to ask you a question. You tell her you are busy with a client and will come to her office when you are through. In a low voice, she begins to call you names and say bad things about the department. There are several clients in the office in addition to the one you are working with. The supervisor doesn’t appear to be around. What should you do?
Ignore her and continue to assist the client.
Get on the phone and request assistance from a department administrator.
Say, “Now Mrs. W., I said I’d be with you as soon as I could. Now please let me finish.”
Ask another employee to help the client while you escort Mrs. W. to a room away from the public area.
If a customer becomes verbally abusive, you should first:
Refund his money immediately
Contact your manager
Tell him he is being abusive
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
Use your own judgment to solve it.
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 his is being unreasonable
Get help from a more senior employee
Get creative and just solve the problem
What are the best kinds of questions to ask to a customer to encourage conversation?
Open-ended
Direct and to-the-point
Yes, no
None. Let the customer ask you questions.
As a sales associate, your goal is to:
Keep the returns to a minimum
Keep the customer coming back
Decide who’s right or wrong
Increase sales for your store
Showing the customer that you and your store stand behind the products and services you sell:
Limits the profit on some items
Shows a professionalism that builds customer loyalty
Encourages customers to return items more frequently
Shows the customer that you are a talented sales associate
When customers come to you with complaints, you need to:
Listen carefully
Be patient
Get information
All of the above
A person approaches you and tells you of many complaints he has about your department. You should first:
assume that his is just blowing off steam and ignore his complaints.
check into the legitimacy of the complaints.
ask for advice from your supervisor on the best way to handle the person.
regard the complaints as accurate and take immediate steps to correct them.
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 really liked the deal you gave him
If the customer has any friends that might like the item
If they need to buy any additional products.
Dominique is shopping for a new winter coat. With the help of a salesperson, she has narrowed it down to 2 coats. Which is the best way for the sales associate to continue the conversation?
Ask “How much do you want to spend?”
Say “Do you want the red coat or the blue one?”
Ask “Why does she want this type of coat?”
None of these are appropriate to continue.
Which of the following is not a product benefit for a new sweater?
The sweater has a snag-free zipper
The fabric is made of natural wool
They come in neutral colors
The fabric is soft and will last through many washes.
Which of the following items would NOT be an appropriate finishing touch to your service?
Call the customer to make sure he is satisfied with his purchase
Send a handwritten note thanking the customer for his business
Send a postcard thanking a customer for letting you help him select a gift for his wife
Give the customer your business card & encourage him to return to the store
Remember the customer’s name and use it when he comes in again
Which of the following are 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
How soon upon a customer’s arrival into your store should you, the sales associate, greet the customer?
2 minutes
90 seconds
60 seconds
30 seconds
Keeping records about customer preferences: A. Will make customers suspicious of your ability to remember details B. Requires an expensive computer system C. Can help you provide more personalized service to returning customers D. Will help you target market to them
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
Will help you target market to them
In your client record system, you should record: A. Customer purchases B. Customer interests C. Follow-up activities D. All of the above
Customer purchases
Customer interests
Follow-up activities
All of the above
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 keep it as long as the customer remains a customer of the store
What is one of the best ways to explain features and benefits to a customer?
Explain the history of the product
Show the customer the user’s manual
Discuss the review of this product
Demonstrate the product
A customer shows up and appears to be upset and on edge. As the sales associate, it would be best to:
Mirror their behavior
Refer the customer to your supervisor
Show empathy in your replies
Offer them a refund or discount to settle them down
Your business card or the sales receipt is a good place to make notes for a customer regarding:
Your work schedule so the customer can contact you in the future
The date a special order is due
An upcoming sale
All of the above
If you do not have business cards, you can help the customer remember you by:
Asking the customer for something on which to write your name and number
Writing “thank you” on the sales receipt and signing your name
Telling the customer how many sales awards you have won
Using your own name often in the conversation
If your company does not supply business cards, you should:
A. Tell customers that they can find the store number in the phone directory
B. Check to make sure creating your own will not violate company policy
C. Tell the customer that the company is too cheap to give you business cards
D. Tell customers your name and phone number and offer them a pen to write it down
A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?
Tell the person what you think the answer might be.
Refer the person to your supervisor.
Which of the following are not good reasons to ask customers for their business cards?
So you can claim these customers as your own and keep co-workers from making sales to them
When customers show interest in an upcoming event and you offer to remind them
So you can build up your client records with names of potential customers
To learn more about them so you can suggest items that you think they can afford
Showing respect for a customer’s business card means you should:
Never write on it
Put it in your purse or wallet for safe keeping
Make some comment to indicate you have read it
Ask them if you can put it in the bowl used for drawing prizes
Which of the following is not an example of suggestive selling in a display?
Putting chocolate topping next to the ice cream
Dressing a mannequin with matching pants, shoes and a handbag
Putting soups next to the detergent
Putting flip-flops next to a beach towel
Susan is working with a customer named Cassandra in the perfume department. Which is the wrong thing to say about a perfume she has just dabbed on her wrist and smelled?
Susan looks at Cassandra and says, “You have great tastes as that is our number 1 seller!”
Based on how Cassandra is dressed, Susan says, “I don’t think that perfume will fit your personality.”
After Cassandra smells the perfume, Sally says, “I can see you like a fragrance with notes of gardenia in it.”
Susan says, “That fragrance smells very nice on you.”
A customer is looking at a new desktop computer. To energize your sales presentation, you should:
Give a personal experience that you’ve had with using that same computer.
List the features of the computer
Ask questions about why she needs a computer
Demonstrate how the computer would be great for gaming because of its fast graphics
Which of the following is not a component of good customer service?
Attendance at store trainings
A positive attitude
Asking closed-ended questions to get a definitive yes or no answer
Acknowledge the customer quickly
What does shortage refer to?
pricing of products that are lowered to get rid of overstock
shoplifting, employee theft and inventory errors
delivery of merchandise that is lower than what is on packing slip
putting a smaller amount of inventory on shelves
A customer pays you with 3 twenty-dollar bills and 4 ones. In checking the currency, you notice that 1 of the twenty-dollar bills is counterfeit. You should:
Return it to the customer telling him why
Ask the customer to leave the store immediately
Tear the counterfeit bill up and ask politely for another twenty
Note the customer’s description and any other identifying information
What is a planogram?
A visual map that shows shelf height and merchandise and signage placement.
A store’s floorplan that shows the different departments in that store.
A store’s floorplan that shows where ads and displays go.
A notice that tells employees the advertised specials of the week.
What should you do if someone brings back a faulty product?
Give them a refund
Offer to replace or repair it
Refer them to the manufacturer
Provide more information before the sale
Customers who complain:
Had unhappy childhoods
Are genetically predisposed to sourpusses
Have trouble in their primary relationships
Are doing you a service in identifying what isn't working in your business or organization
At what point do you call for a manger?
If a client asks for assistance.
When a customer wants a refund.
When a customer becomes aggressive.
When the customers asks for an item in a different color.
