Customer Service and Sales #21-40

Front

If you are working with a customer, how should you react when you are approached by a second customer?

Back

Inquire about the second customer's day and shopping experience so far.

Front

Which is the BEST way to determine a customer’s expectations of a product?

Back

Listen carefully to the customer and respond with focusing questions.

Front

A sales associate approaches a customer who is comparing two different laptop computers. Which is the BEST question for the associate to ask when beginning to determine the customer's knowledge level of these products? Options: Are you knowledgeable about computers and the latest updates?, How do you see yourself using one of these new laptops?, Can you name a few things that you dislike about the computer you have now?, I noticed you're looking at laptops. Are you sure you don't want something else?

Back

How do you see yourself using one of these new laptops?

Front

What is the MOST important thing the associate failed to do during the interaction where a customer expressed a desire to "shop around a little more before buying"?

Back

Clarifying understanding of the customer's needs and providing an opportunity to add more information.

Front

A sales associate in the clothing department notices that a customer is waiting impatiently in the electronics department. Which is BEST example of how the associate should approach the customer to offer help?

Back

Welcome to the store. If you haven't already been helped, I'm happy to do so. What brings you in today?

Front

A customer enters the housewares department with a printed copy of an online advertisement for a blender. The customer asks the sales associate where the blender is located. The associate knows the store is out of stock, but the customer needs the item today. What is the associate's BEST response?

Back

We are unfortunately out of stock on that item. I can call around to try to find it. Do you want to see if you can pick it up at one of our other stores?

Front

If a customer asks how to clean a jacket, which is the BEST source for this information?

Back

Product care label on the jacket

Front

Which is the MOST appropriate type of question to ask to determine a customer's budget? Options: Fact-finding, Judgmental, Subjective, Aggressive

Back

Fact-finding

Front

A customer who is looking at winter hats expresses a desire to purchase one for each of her grandchildren. Which method would be MOST effective in helping the sales associate determine this customer's need and budget?

Back

Engage the customer in conversation to determine the quantity and quality that interest her.

Front

How can a sales associate BEST use the data in a customer relationship management (CRM) system to improve customer satisfaction?

Back

Offer free gifts or promotional items to customers who purchased a new brand or label.