Customer Service Chapter 3 Test Review

Front

Which display showcases the idea of suggestive selling? Options: A display with hunting gear and ballet slippers., A display with a mannequin with a dress, necklace, & shoes on., A display with different color watches.

Back

A display with a mannequin with a dress, necklace, & shoes on.

Front

A customer needs help on how to clean a jacket she just bought. What should you suggest for her to do? Options: Ask the manufacturer, Look at the label, Ask a customer, Ask an employee

Back

Look at the label

Front

Private label items: Are often made by famous manufacturers, May have the same features as a nationally-recognized brand, Are often less expensive than national brands

Back

All of the above

Front

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.

Back

Have you worn this brand before? What size was most comfortable for you?

Front

How would you handle a situation where a customer wants a brand that you don’t carry?

Back

Get permission from him to show the items you do have that meet his needs.

Front

If your store does not offer the particular product or service the customer is looking for, your first option should always be to:

Back

Suggest alternatives that your store does carry

Front

Which of the following are acceptable ways to ask a customer’s permission to provide alternatives? Options: 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?, All of the above

Back

We don’t carry that specific brand, but may I suggest …

Front

The warranty is an excellent tool for you to use to:

Back

Reassure the customer about a product’s quality

Front

If your company does not have a manual that describes all the major product warranties, you should:

Back

Create your own by making copies of the various product warranties and related information

Front

When your customer asks you to make an exception to the company policy regarding warranties, you should probably:

Back

Check with your immediate supervisor or manager