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WorksheetsFashion - Customer Service & Sales
Total questions: 34
Worksheet time: 19mins
A customer enters a fashion store, and the associate already knows the new collection and customer purchase history. This shows which part of the sales process?
Closing the sale
Presenting the product
Handling objections
Pre-approach
Which situation best represents selling in fashion marketing?
Posting ads on social media
Rearranging store displays
Offering discounts to everyone
Helping a customer choose items that fit their needs
Why do fashion brands focus on building long-term customer relationships?
To reduce employee training
To eliminate competition
To avoid marketing entirely
To increase loyalty and long-term profit
A store uses email reminders, loyalty points, and a mobile app to stay connected with shoppers. These tools are part of
Visual merchandising
Inventory control
Pricing strategy
Customer relationship management
A stylist assists a shopper one-on-one to find the perfect outfit for an event. This is an example of
Organizational selling
Advertising
Promotion
Personal selling
A fashion brand sells its seasonal collection to Nordstrom before it reaches customers. This is
Personal selling
Customer service
Retail merchandising
Organizational selling
A customer chooses a jacket because it is durable, affordable, and practical. This decision is based on which motive?
Emotional
Patronage
Status
Rational
A shopper returns to the same boutique because they trust the brand and staff. This reflects which buying motive?
Emotional
Rational
Convenience
Patronage
Which action best demonstrates the merchandise approach?
Saying “Hello” and walking away
Asking “Can I help you?” immediately
Waiting for the customer to speak first
Commenting on the item the customer is viewing
Why are open-ended questions important during a sales interaction?
They shorten conversations
They pressure customers
They limit customer choices
They help uncover customer needs
An associate shows a customer how a fabric feels and explains why it works for their lifestyle. This occurs during
Pre-approach
Closing the sale
Handling objections
Presenting the product
A customer says, “I like it, but I’m not sure about the price.” What should the associate do first?
Offer a discount
End the interaction
Push a different item
Listen to the concern
Which situation best shows a direct close?
“Which color do you prefer?”
“This item is very popular.”
“Many customers like this style.”
“Would you like to check out now?”
Why is suggestion selling important after a purchase?
It speeds up checkout
It replaces advertising
It lowers prices
It helps build long-term relationships
Who determines what “good service” looks like in a business?
The store manager
Corporate leadership
Employees
The customer
Which action best shows respect for customers during a phone interaction?
Putting them on hold immediately
Speaking quickly to save time
Multitasking while on the phone
Answering promptly and clearly
Why is saying “yes” when possible powerful in customer service?
It removes company policies
It shortens interactions
It avoids responsibility
It builds customer loyalty
A customer complains about a delayed order. How should employees view this situation?
As a disruption
As a failure
As a loss
As an opportunity
Which situation signals that service recovery—not selling—is needed?
A customer browsing
A customer asking about price
A customer comparing options
A customer reporting a problem
What is the first action an employee should take when a customer is upset?
Explain store policy
Offer a solution
Apologize immediately
Listen without interrupting
Why are caring questions important during service recovery?
They reduce refunds
They shift blame
They defend the company
They clarify the situation
Taking ownership during service recovery means
Passing the issue to management
Blaming store policy
Ignoring responsibility
Accepting responsibility for fixing the issue
Why is follow-up a critical step in service recovery?
It increases workload
It delays resolution
It avoids future contact
It ensures customer satisfaction
A mistake handled well can result in
Lost trust
Negative reviews
Fewer customers
Stronger loyalty
A fashion brand focuses on repeat shoppers instead of constantly finding new ones. This strategy emphasizes
Market expansion
Advertising reach
Product development
Customer retention
Which outcome is most likely when a company improves customer retention?
Higher advertising costs
Shorter relationships
Less brand trust
Increased lifetime value
A website suggests outfits based on past purchases. This is an example of
Visual merchandising
Promotion
Pricing strategy
Personalization
Virtual try-ons and in-store stylists are designed to
Replace sales associates
Speed up checkout
Reduce product quality
Improve the shopping experience
Why do loyalty programs encourage customers to return?
They limit access
They increase prices
They remove choices
They reward repeat behavior
Which practice best supports strong customer retention?
Strict return policies
Inconsistent sizing
Slow responses
Easy returns and helpful service
Limited-edition product drops create loyalty by using
Consistency
Personalization
Feedback
Scarcity
Why does consistent sizing and quality matter to fashion brands?
It increases impulse buying
It shortens trends
It reduces inventory
It strengthens brand identity
Put the 5 Steps of Service Recovery in the correct order
Listen – Remain calm, let the customer fully explain the problem, and do not interrupt.
Question – Ask caring questions to clarify details such as dates, receipts, or what went wrong.
Own It – Take responsibility for the issue and apologize sincerely if appropriate.
Solution – Fix the problem quickly by offering a fair and reasonable solution.
Follow Up – Check back with the customer to make sure they are satisfied and feel valued.
Put the Steps of the Sale in the correct order
Approach the Customer – Greet the customer in a friendly, no-pressure way.
Determine Customer Needs – Ask open-ended questions and listen carefully.
Present the Product – Match product features to the customer’s needs.
Handle Objections – Listen, acknowledge the concern, and respond with a solution.
Close the Sale – Confidently ask for the purchase.
