WorksheetsCustomer Service Full
Total questions: 20
Worksheet time: 1hrs 5mins
Name
Class
Date
1.
To assist your customers in a personal way, you should become familiar with:
a)
Their relatives, special friends, special friends, and loved ones
b)
Entertainment centers and movie theaters in the district
c)
Resources in and near your store
2.
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
3.
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
4.
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
5.
You should match your store services with customers who will appreciate them by paying attention to each customer's unique needs and interests.
a)
True
b)
False
6.
If you are shipping an item, it may be appropriate to enclose a "Thank you note" with your business card attached.
a)
True
b)
False
7.
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)
All of the above
8.
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
9.
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
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.
a)
True
b)
False
11.
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
12.
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
13.
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
14.
It is appropriate to call the competition to make sure they carry the item the customer is looking for.
a)
True
b)
False
15.
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
16.
Most customers respond favorably to the hard sell technique because it shows them your belief in the product.
a)
True
b)
False
17.
To speed up the customer service process, you should interact more with the accompanying able-bodied person than with the shopper with disabilities.
a)
True
b)
False
18.
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.
a)
True
b)
False
19.
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
20.
As a sales associate, you can influence a shopper's decision to return to your store by making shopping a more enjoyable experience.
a)
True
b)
False
100 %
